The Competition and Markets Authority (CMA) has published proposals to reform the veterinary market. While the review focuses on veterinary businesses, its findings offer valuable insights for companies of all types – particularly regarding transparency, communication, and customer confidence.

What’s happening
The CMA’s investigation found that many pet owners struggle to understand what they are paying for when visiting the vet. Prices are often unclear, comparisons are difficult, and making complaints can be challenging when things go wrong.

The market has also evolved significantly in recent years. Independent practices have been acquired by larger corporate groups, yet many clients are unaware of who actually owns their local surgery. Between 2016 and 2023, average veterinary prices increased by more than 60% – well above inflation – and in some cases, prices rose faster following takeovers by bigger groups.

The CMA concluded that the current regulatory system does not reflect how the sector now operates. It regulates individual professionals, but not the businesses behind them.

The proposed changes
To tackle these issues, the CMA has proposed a comprehensive package of 21 measures, including:

  • Requiring veterinary businesses to make ownership clearer and to be more transparent about services and fees. A price cap of £16 on prescriptions is also suggested.

  • Ensuring vets explain where clients might find cheaper medicines and provide prescriptions automatically, with a cap on the fees practices can charge for issuing them.

  • Providing clear price information when pet owners are choosing treatments, putting estimates for treatments over £500 in writing, and issuing itemised bills.

  • Making it easier for customers to compare local options through an improved “Find a Vet” website, which will include price information.

  • Modernising the regulatory framework to cover veterinary businesses, not just individual vets, ensuring proper standards and fair handling of complaints.

The CMA’s consultation runs until 12 November 2025, with a final decision expected by March 2026. They are encouraging veterinary businesses to continue operating and adopt changes that would benefit their clients in the meantime.

What it means for other business owners
Even if you are not in the pet care sector, there are clear lessons here.

The CMA’s proposals highlight the importance of transparency and clear communication in building client trust. Customers increasingly expect to understand how a service is structured, who owns the business, and what they will be charged.

The CMA’s final decision is due in early 2026, but the message for business owners is already clear: transparency fosters trust, and trust sustains long-term client relationships.

See: https://www.gov.uk/government/news/major-reforms-would-require-vet-businesses-to-make-fundamental-changes-to-the-way-they-support-pet-owners