Catherine Oxtoby
VDS Launches VetResolve To Help Practices Meet New Complaints Handling Requirements
6 hours ago 
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Posted
27th July, 2026 12h38
The Veterinary Defence Society (VDS) is preparing to launch VetResolve, a digital complaints management platform designed specifically to help veterinary practices manage client complaints consistently, efficiently and in line with the Competition and Markets Authority’s (CMA’s) veterinary market reforms.
VetResolve provides practices with a structured, easy-to-use workflow that supports every stage of the complaints process. It helps them meet the requirements of the CMA's recently proposed remedies, while reducing the administrative burden associated with complaint handling.
The development of VetResolve follows feedback from VDS members, highlighting the need for a simple, reliable system for recording, tracking and analysing complaints. At the same time, practices are facing increasing expectations to demonstrate that complaints are managed effectively and used to support quality improvement.
VetResolve brings together all the elements of complaint management on a single digital platform, enabling practices to monitor progress from initial receipt to resolution. A central dashboard provides those managing complaints with visibility of all active complaints, while automated reminders and pre-set timelines help ensure cases are managed within required timescales.
The platform also enables practices to categorise complaints by factors such as species, status, complaint type and outcome, making it easier to identify trends, monitor recurring issues and target quality improvement initiatives.
Additional features include the secure upload of client correspondence, case allocation and escalation functions, together with a library of guidance, educational resources and practical advice to help practices identify underlying causes of complaints and support continuous improvement to client services.
Dr Catherine Oxtoby, Proposition Director at the VDS, a recognised expert in patient safety, said:
"Handling complaints well is about much more than responding to a client's concerns. Every complaint provides an opportunity to understand what happened, identify where systems or processes could be improved and strengthen the service we provide for clients and patients.
"As expectations around complaint handling continue to evolve, practices need processes that are both practical and proportionate. VetResolve has been developed specifically for the veterinary professions to provide a consistent, structured approach that supports teams through every stage of the process while helping them meet regulatory requirements.
"By making it easier to capture information, identify trends and learn from complaints, VetResolve aims to help practices build confidence in complaint handling, support continuous improvement and strengthen relationships with clients."
VetResolve is the latest addition to the VDS’ Support portfolio of products and services for veterinary professionals, alongside the confidential incident reporting and learning platform, VetSafe. These complement the wider VDS offering, which includes professional indemnity insurance, expert advice and claims support and a broad programme of education and training.
VetResolve will initially be available exclusively to VDS members on a subscription basis. VDS member practices interested in hearing more can register their interest via the VDS website at www.thevds.co.uk.
Notes to editors
The Veterinary Defence Society (VDS) is a mutual organisation that has supported the veterinary professions for more than 160 years. It provides professional indemnity insurance, legal and regulatory representation to veterinary professionals across the UK and Ireland. Through VDS Support, it offers risk management services including VetSafe and VetResolve.
The VDS works closely with Vetlife, a charity that supports veterinary professionals throughout their careers and beyond, through a long-standing partnership.
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