Complaints procedure

There are five stages to our complaints procedure.

1. Making a complaint

Before you make a complaint, please download and read making a complaint to the RCVS: a guide to our complaints procedure (PDF 233Kb) This contains an introduction to what you need to know, information about our complaints procedure, some frequently asked questions, a description of what the RCVS can and cannot do (PDF 32Kb), and our complaints form.

This complaints form can be completed on screen and printed. It is important that this document is printed and signed before it is returned to the College. Please add any further information on a separate paper and send to us with copies of any clinical records, correspondence with the veterinary surgeon or practice or any other relevant information.

You may need the latest version of Adobe Reader to read and complete this form.

2. Assessment

We consider whether there is potential for a case against the veterinary surgeon.

If there is the potential, generally the veterinary surgeon is asked to comment on your complaint.  Commments may also be sought from any other veterinary surgeon who has been involved in the case.

If you are a veterinary surgeon and you are asked to respond to a complaint, please see our informaton: The RCVS has received a complaint about me - A guide to our complaints procedure for veterinary surgeons. (PDF 113Kb). Further information on the thresholds for complaints (PDF 149) is also available.

3. Case examination

Once we have a response to the complaint and other relevant information, generally a veterinary surgeon and a Lay Observer consider whether the complaint is sufficiently serious to refer to the Preliminary Investigation (PI) Committee.

4. Preliminary Investigation Committee

We consider whether there is a realistic prospect of proving a case against a veterinary surgeon (about 30% of complaints are considered by the PI Committee). 

Decision-making is guided by the protocols within Processing a complaint - A guide to our complaints procedure for Preliminary Investigation Committee Members, Lay Observers and RCVS Staff. (PDF 106Kb)

5. Disciplinary Committee

The complaint against the veterinary surgeon is heard in public.

Additional information

The PI Committee reports three times a year to the RCVS Council. PI Committee Reports include brief details of certain complaints resolved by the Committee.

The Lay Observers (PDF 45Kb) are non-veterinary surgeons who sit with the PI Committee and provide annual reports to RCVS Council.

PI Committee Investigators are veterinary surgeons who are independent of the PI Committee and carry out investigations, that may include interviews and visits, following which the Investigator reports to the PI Committee. The Investigators work in accordance with the PIC Investigators' Manual (PDF 120Kb).

Disciplinary Committee reports of public hearings include details of the charge(s), findings and judgments against the veterinary surgeon involved.

A hard copy of the above documents may also be requested from the Professional Conduct Department (020 7202 0789 or profcon@rcvs.org.uk).

Further information about veterinary professional fees, alleged negligence and serious professional misconduct is available on the Advice Notes page.