Making a complaint

We pride ourselves on our excellent service, but if you have any problems or concerns, we want to work with you to resolve them

Our Commitment to you and your pet…

Our aim is to provide you and your pet with the best service and care possible. We welcome all feedback, comments and suggestions so we can endeavour to improve.

All members of our team will take your comments seriously and will want to know if they are able to help you in any way.

If you have encountered any problems with our service, please let us know as soon as possible by speaking to the person in charge of your pets care – they may be able to resolve your concern there and then. If they are unavailable, please speak to any member of our team who will be more than happy to help. We would much rather talk to you about it now!

We commit to

  • Listen to you
  • Fully investigate the situation
  • Bring the right people together to respond to your queries and concerns
  • Keep you updated and informed

Making a formal complaint


We’re sorry to hear that you’re not completely satisfied with the service you have received from us. If you would like to submit a formal complaint, please email with the following information included:

  • a factual summary of events that have led to this point
  • your expectations for resolution
  • how you would like us to keep you updated

We promise to acknowledge your complaint within 5 working days and investigate the situation fully. We will aim to respond to you with a full report within 14 working days of our initial acknowledgement. If for any reason we aren’t able to achieve this, we will contact you to advise you on a revised expectation on timescale.

We will respond to all complaints and queries in writing, however if you would also like a telephone call, please include this in your initial enquiry.