ALM Pet Services Ltd – Complaints Policy

ALM Pet Services Ltd 

Complaints Policy

 

 

At ALM Pet Services Ltd, we are committed to providing exceptional care and service for both our Clients and their pets. However, we understand that there may be times when we do not meet the high standards we set for ourselves.

 

1. Complaints Procedure

  1. If you are ever unhappy with any aspect of our service, we want to hear from you so that we can put things right.

 

2. Making a Complaint

 

Contacting Us

You can make a complaint by contacting us using any of the following methods:

  • Email: info@almpetservices.co.uk

  • Telephone: 07487 258814

 

Information to Include

  1. Please provide as much detail as possible about your concern, including relevant dates, names, and any supporting information.

 

3. Our Commitment to You

Once we receive your complaint, we will:

  1. Acknowledge your complaint within 7 working days.
  2. Investigate your complaint thoroughly. This may include requesting additional information, carrying out a site visit or observation, or seeking legal advice from our solicitor where necessary.
  3. Provide a full written response within 30 calendar days of receiving your complaint.
  4. If, for any reason, we need more time to complete our investigation (for example, if we are awaiting information or need to liaise with a third party), we will inform you in writing and explain the reason for the delay.
  5. We will also let you know who is handling your complaint and when you can expect an update.

 

4. Possible Outcomes

Once our investigation is complete, we will aim to resolve your complaint in a fair and transparent way. Depending on the circumstances, this may include:

  1. An apology: acknowledging any inconvenience caused.
  2. An explanation: detailing what went wrong and why.
  3. Remedial action: taking immediate steps to correct the issue and prevent it from happening again.
  4. Compensation: if appropriate, off ering a fair and proportionate remedy for any inconvenience or dissatisfaction caused.

All Terms and Conditions agreed upon at the time of booking will be upheld and adhered to throughout the complaints process.

 

5. Requesting a Review

  1. If you remain dissatisfied after our final response, you can request that your complaint be reviewed by a senior member of our management team.

 

6. Final Decision

  1. We will re-examine your concerns and aim to provide a final decision within 30 working days of receiving your request for review.