Managing complaints post CMA: What do you need to know?

Presented by Jennie Jones; Gavin Durston; Rob Williams
The CMA investigation will bring about significant changes including a potential new requirement for all small animal practices to have a standardised complaints process, with mandatory participation in mediation, where appropriate. This session will explore what this could mean in the consult room, what the vet teams may need to understand about CMA expectations, how to handle complaints effectively and transparently, and how to prepare for - and participate in - mediation constructively.
Presented at BVA Live 2026 in Business, Careers & Debates Theatre on 11 June 2026, from 14:00 to 14:50.