Imi’s Pet Care

Complaints

Complaints procedure

How to raise a concern about an enquiry, communication or pet-care service.

  1. 1. Raise the complaint. Email imispetcare@gmail.com.
  2. 2. Include useful information. Give your name, contact details, relevant dates or reference, what happened, and the outcome you are seeking. Do not include passwords, access codes or unnecessary medical information.
  3. 3. Acknowledgement. I will acknowledge the complaint within 2 working days using your supplied contact method.
  4. 4. Investigation. Relevant records and communications will be reviewed and further information may be requested.
  5. 5. Response. I aim to provide a full response within 10 working days. If a complex matter needs longer, I will explain the reason and provide an update.
  6. 6. If you remain dissatisfied. Ask for the matter to be reviewed again and explain what remains unresolved. No ombudsman, ADR, trade-body or regulator membership is claimed.
  7. 7. Privacy. Complaint information is limited to people and providers who need it for investigation, record keeping or legal obligations.