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Complaints Procedure

1. Purpose

This procedure provides a clear and structured process for handling complaints from customers or other stakeholders. The goal is to resolve complaints fairly, efficiently, and transparently.

2. Scope

This complaints procedure applies to all customers, pet keepers, veterinary clinics, and other stakeholders who interact with the ChipHERO database.

3. How to Make a Complaint

Complaints may be submitted in the following ways:

Please provide the following information when submitting a complaint:

  • Your name and contact information
  • Details of the complaint, including specific concerns
  • Relevant pet microchip ID number, if applicable
  • Any supporting documentation (e.g., screenshots, emails)

4. Acknowledgment of Complaints

All complaints will be acknowledged within 2 working days of receipt, with a reference number for tracking.

5. Investigation and Resolution

  • Initial Review: Our support team will review the complaint to determine the nature and cause of the issue.
  • Investigation: The team may contact you for additional information or clarification if necessary.
  • Resolution: Within 10 working days, we aim to provide a resolution or an update on the status of the complaint. Complex cases may require additional time, but we will keep you informed of any delays.

6. Appeals Process

If you are not satisfied with the resolution provided, you may request an appeal. Appeals will be reviewed by a senior staff member, and a response will be provided within 5 working days.

7. Record Keeping

All complaints, investigations, and resolutions will be documented and retained to help improve our services and prevent similar issues in the future.

8. Continuous Improvement

Feedback from complaints is valuable. We review complaint data periodically to enhance the quality, accessibility, and reliability of our service.