Working Feedback has welcomed the CMA’s (Competition and Markets Authority) latest reforms in the UK veterinary sector, describing them as a significant step toward greater transparency for pet owners, but also highlighting that regulation alone will not rebuild trust.

The CMA’s investigation into the £6.7 billion veterinary industry found that many pet owners have struggled to access clear information on pricing, treatment options, and practice ownership. In response, new measures will require veterinary practices to publish price lists, cap prescription fees, and be more open about whether they are part of larger corporate groups.

Martin Coleman, Chair of the CMA’s independent Inquiry Group, said: “Today’s reforms will make a real difference to the millions of pet owners who want the best for their pets but struggle to find the practice, treatment and price that meets their needs.” He added: “Too often, people are left in the dark about who owns their practice, treatment options and prices – even when facing bills running into thousands of pounds.”

“Greater transparency is essential, but it’s only one part of the picture,” said Philip Molden, Director at Working Feedback. “Pet owners don’t just want to see prices, they want to understand the experience they can expect.”

As the veterinary industry adapts, reviews will help bridge the gap between vets and pet owners, creating understanding, transparency, and trust.

Sasha Moore at Nurture Veterinary Group “Since working with Working Feedback, we’ve gained insights that we never had before. Seeing our clients’ honest experiences has helped us improve communication, build trust, and reassure pet owners that they’re making the right choice for their pets.”

About Working Feedback

Working Feedback provides a fully managed, independent feedback solution that enables healthcare practices to grow through actionable insights from patients and pet owners. The platform helps practices strengthen trust, enhance their reputation, and deliver consistently high-quality care.

Founded in 2006, Working Feedback is celebrating its 20th anniversary in 2026, marking two decades of helping organisations turn insights into measurable improvements and lasting impact.