CMA unveils major reforms to veterinary sector

The Competition and Markets Authority (CMA) has published a series of reforms to the UK’s veterinary services sector that it said will help pet owners make better-informed decisions, drive competition and lower prices.

The CMA’s market report, influenced by responses from both the public and veterinary professionals, followed a thorough investigation by the government body into pricing, transparency, and consumer redress across the sector.

Its legally binding measures include the publication of price lists for standard services, a written prescription fee cap at £21 and £12.50 for additional medicines, the sharing of pricing information with third-party comparison websites and branding that indicates whether vet businesses are part of a chain or independent to drive competition and lower prices.

The CMA additionally stipulated that practices must give customers a written estimate ahead of all treatments expected to cost £500 or more, offer customers the chance to have a written prescription which is cheaper, have policies in writing that empower vets to offer independent and impartial advice.

Practices must also clearly communicate the price of each component in pet care plans, as well as upfront costs for all cremation options.

To ensure practices can easily end contracts if a better service for pet owners is found elsewhere, out-of-hours providers have been prevented from imposing unreasonably long notice periods.

The Veterinary Client Mediation Service (VCMS) welcomed the CMA’s requirement that practices instate transparent and accessible in-house complaints procedures and that they engage in mediation to resolve complaints if complaints can still not be resolved.

Founded in 2017 by the Royal College of Veterinary Surgeons (RCVS), the VCMS serves as an independent and impartial mediator to resolve complaints launched by pet owners against veterinary practices across the UK. Funded by the RCVS, the service is free for consumers.

Martin Coleman, chair of the independent Inquiry Group, said: “This is the most extensive review of veterinary services in a generation, and today’s reforms will make a real difference to the millions of pet owners who want the best for their pets but struggle to find the practice, treatment and price that meets their needs.

“Too often, people are left in the dark about who owns their practice, treatment options and prices – even when facing bills running into thousands of pounds. Our measures mean it will be made clear to pet owners which practices are part of large groups, which are charging higher prices, and for the first time, vet businesses will be held to account by an independent regulator.”

He added: “Our changes put pet owners at the centre but also help vets by enhancing trust in the profession and protecting clinical judgement from undue commercial pressure – and that is important to ensure our pets continue to get the best care.”

Jennie Jones, head of the VCMS, said: “We are heartened to see that the CMA has appreciated the unique nature of the relationship between pet owners and veterinary professionals, and the importance of communication and trust within the pet owner and veterinary team interactions.

“Effective complaint handling and local resolution is good for both pet owners and veterinary practice teams, and we will continue to work closely with all involved to share insight and resolution expertise to help embed the CMA’s proposals.”

She added: “With over 80% of practices already engaging with the VCMS, the recommendation for mandatory mediation builds upon the solid foundation already in place and strengthens consumer confidence across the sector.”