Home Dog Boarding – Wigan, Greater Manchester
Pet Getaway aims to provide a high standard of care and customer service at all times.
This Complaints Procedure outlines how concerns or complaints will be handled to ensure they are addressed:
Fairly
Promptly
Transparently
Professionally
Feedback helps us improve our service and maintain high welfare standards.
In most cases, concerns can be resolved quickly through informal discussion.
If a client has a concern, they are encouraged to contact Pet Getaway directly so the issue can be reviewed and resolved where possible.
Concerns may be raised via:
Telephone
Written communication
We aim to resolve minor concerns as quickly as possible.
If a concern cannot be resolved informally, a formal complaint may be submitted.
The complaint should include:
Owner name
Dog’s name
Date of service or incident
Description of the concern
Any relevant supporting information
Complaints should be submitted in writing where possible.
Once a complaint is received:
Receipt will be acknowledged within 3 working days
The complaint will be reviewed carefully
Any relevant records or documentation will be examined
We aim to treat all complaints seriously and fairly.
The complaint will be investigated by reviewing:
Incident records
Communication history
Welfare monitoring records
Staff observations
Where necessary, additional clarification may be requested from the complainant.
Pet Getaway aims to provide a written response within 14 days of receiving the complaint.
The response will include:
Findings of the investigation
Any actions taken
Any service improvements where appropriate
If a complainant remains dissatisfied, they may seek independent advice or contact the relevant licensing authority responsible for animal boarding regulations.
For licensing matters, this may include contacting:
Wigan Council
All complaints are recorded and stored securely.
Records include:
Date complaint received
Nature of complaint
Investigation outcome
Any actions taken
Maintaining records helps ensure transparency and continuous improvement.
Pet Getaway values feedback and uses complaints as an opportunity to:
Improve service quality
Enhance welfare standards
Prevent future issues
Our aim is always to resolve concerns professionally and maintain positive relationships with clients.