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.
To enable a swift resolution, it's helpful to provide as much information as possible.
Please include the following information to help us investigate:
What we will do:
When we look into your complaint, we will: