Guides › Faulty Goods and Refunds › Vet Bill Too High: Your Rights and the New Vet Rules
Vet Bill Too High: Your Rights and the New Vet Rules
After its investigation into vets, the CMA made an Order in September 2026. Vets must bring in price lists, cap written prescription fees at £21 for the first medicine, give written estimates when treatment is likely to cost £500 or more, and run a clear complaints process with mediation. These start in stages between late 2026 and 2027.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
The CMA Vet Rules
Prices and Prescriptions
Vets must publish price lists for a standard case (larger businesses by about December 2026, smaller by about March 2027). Written prescription fees are capped at £21 for the first medicine in a consultation and £12.50 for each extra one, including VAT, from about March 2027 (larger) or September 2027 (smaller). source
Estimates
You must get a written estimate when treatment is reasonably likely to cost £500 or more including VAT, with an update if it is likely to rise by 20% or £500, whichever is lower (from about June 2027 for larger businesses, September 2027 for smaller). source
Complaints
Complaints and Mediation
Practices must publish their complaints process, acknowledge complaints in writing within 5 working days and send a full response within 8 weeks. After that, they must take part in mediation in good faith if you wish; the outcome is binding only if both agree. These rules apply by about March 2027. source
Care and Skill
Services must be performed with reasonable care and skill (Consumer Rights Act 2015); if not, you can ask for the work to be redone or a price reduction, and go straight to a price reduction if redoing is impossible, takes too long or causes significant inconvenience. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 5 working daysVet practice acknowledges a complaintUnder the CMA rules (by about March 2027)
- 8 weeksFull response to your complaintThen mediation if you wish
Steps to Take
Step 1 of 5
Ask for an itemised bill.
Step 2 of 5
Ask for a written estimate before planned treatment.
Step 3 of 5
Ask for a written prescription if you want to buy medicines elsewhere.
Step 4 of 5
Complain in writing to the practice. Our free letter templates can write it for you.
Step 5 of 5
If not resolved, ask about mediation.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Vet Practice
Always start here, in writing.
Veterinary Client Mediation Service
Free mediation after the practice's own process.
Good to Know
Small things that make your complaint stronger.
Pet insurance may cover treatment costs: check your policy before agreeing to big treatment.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gov.uk/guidance/what-veterinary-businesses-and-vets-need-to-do-following-the-cmas-final-vets-report Checked 13 October 2026
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/complain-about-a-service Checked 13 October 2026