Complaints Procedure Policy

What to do if you are dissatisfied

We hope you never have recourse to be dissatisfied with the standards of service and care you receive from us. However, if something has happened that you feel is unsatisfactory, please tell us. We take complaints very seriously. 

Most problems can be resolved quickly and easily.  The best way to do this is to discuss the matter with the person who is looking after your pet at the time the issue arises. 

If this doesn’t resolve the problem and you would like to make an official complaint, you need to let us know as soon as possible by: 

It is better to contact us as quickly as possible, so please try to write to us within 7 days of the issue.  This gives us the best opportunity to investigate and resolve the matter in a timely fashion. 

What information do you need to provide

To enable a swift resolution, it's helpful to provide as much information as possible.

Please include the following information to help us investigate: 

  • Your name, address and, if applicable, your pet’s name. 
  • Your contact number & best contact days/times.
  • Your email address.
  • What happened? Tell us about the nature of the complaint.
  • When did this happen.
  • Who was involved.
  • What would you like the outcome to be?
  • How could we improve our service?

What we will do:

  • We will acknowledge your complaint within 48 hours (but please allow up to five working days) and we will let you know who is dealing with your complaint, and when you can expect to receive a reply. 
  • In most cases, we hope to have a full resolution of your complaint within 14 working days, but if it is going to take longer we will get in touch to give you to let you know what is happening. 

When we look into your complaint, we will: 

  • Find out what happened and what went wrong.   
  • Identify what we can do to make sure the problem does not happen again.