At Finchley Dog Walker, we take pride in providing a caring, reliable, and professional service. If you are unhappy with any aspect of our service, this Complaints Policy outlines how you can raise concerns and how they will be addressed.
1. How to Make a Complaint
- Email: info@finchleydogwalker.co.uk
- Post: Our business address (available on request).
- Please include your name, contact details, the service provided, and a clear description of the issue.
- Verbal complaints may be made, but must be confirmed in writing.
2. Acknowledgement
- We will acknowledge your complaint within 5 working days.
- We may request additional information to ensure a thorough understanding of the matter.
3. Investigation
- Complaints are reviewed by Derek Chambers, owner of Finchley Dog Walker.
- Records, such as walk notes, pet sitting updates, or communications, may be reviewed.
- Where necessary, vets, insurers or other third parties may be consulted with your consent.
4. Response
- A written response will be sent within 14 working days of acknowledgement.
- This will include our findings and, if appropriate, actions to resolve the issue.
- If extra time is needed, you will be updated with a revised timescale.
5. Possible Outcomes
- Explanation and/or apology.
- Corrective action to prevent recurrence.
- Policy or procedure changes.
- Refund (partial or full), where appropriate.
6. Escalation
- If you remain dissatisfied, you may request a review by our insurance provider (Protectivity).
- You may also seek independent advice from Citizens Advice or Trading Standards.
7. Record Keeping
- Written records of complaints are kept securely for 7 years.
- These help us review and improve our services.
This policy works alongside our Terms & Conditions and Policies & Standards.