My Pet Walker Formal Complaints Procedure

Purpose: To provide a clear and structured process for customers to raise formal complaints, ensuring they are handled promptly, fairly, and transparently.

Scope: This procedure applies to all formal complaints raised by customers regarding any aspect of My Pet Walker’s services.


1. Submission of Complaint

1.1 How to Submit a Complaint:

  • Written Complaints: Complaints should be submitted in writing to ensure all details are accurately captured. Customers can submit complaints via:
  • Information Required: Customers should provide the following information when submitting a complaint:
    • Full name and contact details
    • Detailed description of the complaint
    • Any relevant documentation or evidence
    • Desired resolution or outcome

2. Acknowledgement of Complaint

2.1 Initial Response:

  • Acknowledgement: Upon receipt of the complaint, an acknowledgement email or WhatsApp will be sent to the customer within 2 business days.
  • Contact Information: The acknowledgement will include the contact details of the person handling the complaint.

3. Investigation of Complaint

3.1 Review Process:

  • Assigning Responsibility: The complaint will be assigned to an appropriate team member or manager for investigation.
  • Gathering Information: The investigator will gather all relevant information and documentation related to the complaint.
  • Customer Communication: The investigator may contact the customer for additional information or clarification if necessary.

3.2 Timeframe:

  • Initial Investigation: The initial investigation should be completed within 10 business days of acknowledging the complaint.
  • Extended Investigation: If more time is needed, the customer will be informed of the delay and the expected completion date.

4. Resolution of Complaint

4.1 Decision Making:

  • Evaluation: The investigator will evaluate all information and evidence gathered during the investigation.
  • Resolution: A resolution will be determined based on the findings. Possible resolutions may include an apology, a service correction, compensation, or other appropriate actions.

4.2 Communication of Decision:

  • Final Response: The customer will receive a final response in writing, outlining the findings of the investigation, the resolution, and any corrective actions taken.
  • Customer Options: The response will also inform the customer of their options if they are not satisfied with the resolution, including escalating the complaint.

5. Escalation of Complaint

5.1 Escalation Process:

  • Internal Review: If the customer is not satisfied with the initial resolution, they can request an internal review by a senior manager.
  • External Review: If the issue remains unresolved after the internal review, the customer may escalate the complaint to an external body, such as Citizens Advice or The Ombudsman.

6. Record Keeping

6.1 Documentation:

  • Record Maintenance: All complaints, investigations, and resolutions will be documented and maintained in a secure database.
  • Retention Period: Records will be kept for a minimum of 5 years for review and compliance purposes.

7. Continuous Improvement

7.1 Review and Feedback:

  • Annual Review: The complaints procedure will be reviewed annually to ensure its effectiveness and compliance with regulatory requirements.
  • Feedback Mechanism: Customer feedback on the complaints process will be encouraged and used to improve the procedure.

Accountability: The Customer Service Manager is responsible for overseeing the implementation and adherence to this complaints procedure. All staff members must be familiar with and adhere to the procedures outlined in this document.

Review and Update: This procedure will be reviewed annually and updated as necessary to reflect changes in operations, feedback, or regulatory requirements.

Note: For any additional support or questions, please contact our support team directly.

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