Updated August 2026

I take pride in providing careful, reliable and professional pet care. If you are unhappy with any part of my service, please tell me so I can understand what happened and respond appropriately.

This procedure applies to complaints about services provided by Derek Chambers, trading as Finchley Dog Walker.

1. How to make a complaint

You can contact me by:

Email: info@finchleydogwalker.co.uk

WhatsApp: 07707 763344

Letter: My business correspondence address is available on request.

Please include:

your name and contact details
the relevant service and booking dates
a clear explanation of what happened
any relevant messages, photographs or other information
the outcome you would like me to consider

Please raise urgent welfare or safety concerns as soon as possible rather than waiting to make a formal written complaint.

2. Acknowledgement

I will normally acknowledge your complaint within five working days.

I may ask for additional information if this is reasonably necessary to understand or investigate what happened.

3. Reviewing the complaint

Complaints are reviewed by me, Derek Chambers, as the owner of Finchley Dog Walker.

Depending on the circumstances, I may review:

booking information
care instructions
walk or pet-sitting updates
photographs
messages and emails
invoices and payment records
relevant policies or terms

Where reasonably necessary, I may contact my insurer, a veterinary practice or another relevant professional. Personal information will be shared only when there is an appropriate reason and in accordance with my Privacy Notice.

4. My response

I aim to provide a written response within 14 calendar days of acknowledging your complaint.

My response will normally explain:

what information I considered
my findings
whether the complaint has been upheld
any action I propose to take

If I reasonably need more time, I will explain why and provide an updated response date.

5. Possible outcomes

Depending on the circumstances, an appropriate outcome may include:

an explanation
an apology
correcting an administrative error
changing a procedure
taking reasonable steps to prevent a similar problem
repeating part of a service where appropriate
a partial or full refund where justified

The appropriate response will depend on the individual circumstances and does not affect your statutory consumer rights.

6. If you remain dissatisfied

If you believe I have misunderstood something or have not considered relevant information, please contact me and explain what you would like me to reconsider.

As Finchley Dog Walker is an independent sole trader business, there is no internal department to review my decision. However, I will consider any relevant new information and provide a final response.

You can obtain independent consumer advice from the Citizens Advice consumer service. Citizens Advice can provide impartial guidance and, where appropriate, pass information to Trading Standards.

A complaint involving the handling of personal information can also be raised under my Privacy Notice. Information about data-protection concerns is available from the Information Commissioner’s Office.

7. Complaint records and privacy

I will keep an appropriate record of the complaint, the information considered and the outcome.

Complaint information will only be retained for as long as reasonably necessary for purposes such as handling the complaint, responding to legal claims, meeting insurance requirements, or complying with other applicable obligations.

The Information Commissioner’s Office explains that organisations must determine and justify appropriate retention periods rather than keeping personal information indefinitely.

Complaint information will not be added to a marketing list because somebody has raised a concern.

This Complaints Procedure should be read alongside:

Nothing in this procedure removes or restricts any statutory rights you may have.