Complaints Policy

At The Big Paws Little Paws Co, we are committed to providing the highest standards of care, professionalism and customer service to both our clients and their dogs.

We take great pride in creating a safe, calm and positive grooming experience where your dog’s welfare always comes first.

We understand that occasionally concerns or misunderstandings may arise. If you are unhappy with any aspect of our service, we encourage you to speak with us so that we can listen, investigate and work towards a fair resolution.

How to Raise a Complaint

If you have a concern regarding your appointment, your dog’s grooming experience or the service you have received, please contact us as soon as possible.

Where possible, concerns should be raised:

• At the time of your dog’s collection, allowing us the opportunity to discuss and address the matter immediately

• Within 48 hours of your appointment for grooming-related concerns

Complaints can be made:

In person:
At The Big Paws Little Paws Co during your appointment visit.

By telephone:
07599502283

By email:
thebigpawslittlepawsco@outlook.com

In writing:
The Big Paws Little Paws Co, 102 Carlton Street, Castleford, West Yorkshire, WF10 1EE

Our Complaint Handling Process

Every complaint is taken seriously and will be handled fairly, professionally and confidentially.

Our process is:

1. Acknowledgement
We will acknowledge receipt of your complaint within 2 working days.

2. Investigation
We will review the details of your complaint, including any relevant appointment records, photographs, communications or information provided. A full investigation will normally be completed within 7 working days.

3. Additional Information
We may request further information from you, such as photographs, veterinary reports, written details or any other information that may assist our investigation.

4. Response and Resolution
We will provide a written response outlining our findings and any proposed resolution within 10 working days where possible.

Resolution Options

Every situation is assessed individually. Depending on the circumstances, possible outcomes may include:

• A written explanation or apology
• Advice and guidance regarding future appointments or coat care
• A corrective grooming appointment where appropriate
• A partial or full refund where deemed appropriate and at the discretion of The Big Paws Little Paws Co

Please note that refunds, corrective appointments or other resolutions will be considered based on the circumstances of each individual case.

Professional Standards & External Support

The Big Paws Little Paws Co is committed to maintaining professional standards within the pet care industry.

Where a complaint cannot be resolved directly between the client and our business, clients may seek further guidance through relevant industry bodies or appropriate external mediation services.

For more information please visit: www.petindustryfederation.co.uk

Record Keeping & Continuous Improvement

All complaints are recorded and reviewed to help us identify areas for improvement, maintain our professional standards and support ongoing training and development.

Feedback is valuable to us and helps us continue to provide the best possible experience for both dogs and their owners.

Thank you for trusting The Big Paws Little Paws Co with your dog’s care.