Introducing VetResolve – a new complaints management tool

We're developing VetResolve, a new complaints management tool, to support veterinary practices in managing, tracking and responding to client complaints.

Recent findings from the Competition and Markets Authority (CMA) highlighted the importance of clear, accessible in-house complaints process. In feedback shared with us, our members also told us they want complaint handling to feel more structured, easier to manage day-to-day, and less time-consuming alongside clinical work.

VetResolve is being developed to support both - helping practices meet evolving expectations in a practical and manageable way.

What VetResolve will help you do

VetResolve is designed to make complaint handling more straightforward, offering a structured way to manage complaints:

• Keep everything in one place - A central dashboard gives you a clear overview of all complaints, helping you track progress and identify trends.
• Upload and store client correspondence - Keep communication linked to each case in one place.
• Categorise and understand complaints - Group by species, branch or type to spot patterns.
• Follow a consistent process and approach - Pre-set workflows guide you through each stage.
• Stay on track - Automated reminders and notifications help make sure actions aren't missed and responses stay timely.
• Share support - Clear ownership of tasks and escalation to senior supoprt teams.

Built-in support for your team

VetResolve will also include a range of practical resources to support those handling complaints:

• Suggested complaints handling processes (client-facing and internal)
• Educational resources, including online complaint handling training
• Advice notes to support decision-making
• Educational materials to support learning from complaints data, including contributory factor analysis and systems thinking.

Designed for practice life

VetResolve is being built with busy teams in mind - helping you manage complaints in a way that feels organised, supported and easier to navigate.

The aim is to reduce some of the uncertainty that can come with handling complaints, give teams more confidence in how they respond, and support learning, reflection and continuous improvement.

Register your interest

VetResolve will initially be available to VDS members on a subscription basis. Further information on subscription fees will be shared ahead of launch.

If you'd like to be among the first to hear more about VetResolve, you can register your interest on this quick form.

We'll be in touch by email with further information and updates.

VetResolve is provided by VDS Support Limited (trading as VDS Support). VDS Support Limited is a wholly owned subsidiary of The Veterinary Defence Society Limited. VDS Support Limited is not regulated by the Financial Conduct Authority, the Prudential Regulation Authority or the Central Bank of Ireland.