ALM Pet Services Ltd – Complaints Policy

 

ALM Pet Services – Complaints Procedure At ALM Pet Services, 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 don’t meet the high standards we set for ourselves.

 

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

 

How to Make a Complaint

 

You can make a complaint by contacting us in any of the following ways:

 

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

 

Our Commitment

 

We take all complaints seriously. Once we receive your complaint, we will:

 

1. Acknowledge your complaint within 7 working days.

2. Investigate thoroughly, which may include requesting additional information, carrying out a site visit or observation, or seeking legal advice from our solicitor if necessary.

3. Provide a full written response within 30 calendar days of receiving your complaint.

 

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. We’ll also let you know who is handling your complaint and when you can expect an update.

 

Possible Outcomes

 

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

 

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

 

If You’re Still Unhappy All Terms and Conditions agreed upon at the time of booking will be upheld and adhered to throughout the complaints process. If you remain dissatisfi ed after our fi nal response, you can request for your complaint to be reviewed by a senior member of our management team. We will re-examine your concerns and aim to provide a fi nal decision within 30 working days of your request.