Our Commitment to You

Customer Care & Complaints Policy

At ProtectaPet®, we are committed to delivering high-quality products and services. If something does not meet your expectations, we want to hear from you. Your feedback helps us improve and ensure you receive the service you deserve.

This policy explains how to make a complaint, what happens next, how quickly we will respond, and how we handle complaints fairly and transparently.

How to Make a Complaint

You can contact us using any of the following methods:

📞 By Phone

0800 999 4008

📧 By Email

info@protectapet.com

✉️ By Post

ProtectaPet Ltd
Lola House
Turner Crescent
Chesterton
Staffordshire
ST5 7JZ

Please include:

• Your name
• Address and contact details
• Order number (if applicable)
• Details of your complaint
• Any supporting photos or documents

How We Handle Your Complaint

1. Acknowledgement

We will acknowledge your complaint within 5 business days of receiving it.

2. Investigation

Your complaint will be reviewed by a trained member of our team. We may contact you for further information to ensure we fully understand the issue.

3. Response

We aim to provide a full response within 28 business days. If your complaint is complex and we need more time, we will keep you updated and provide a revised timeline.

4. Resolution

Where we find that something has gone wrong, we will offer an appropriate remedy. This may include:

• Replacement of defective goods
• Repair
• Refund
• Remedial installation work
• Explanation and corrective action

We will always explain:

• The outcome of our investigation
• The reasons for our decision
• What steps we will take to put things right

If You Are Not Satisfied

If you remain unhappy with our response, you can request an internal review by a senior manager. You may also seek external advice from Citizens Advice: www.citizensadvice.org.uk 03454 04 05 06

If your complaint relates to finance or credit we’ve arranged and we haven’t resolved your complaint within 8 weeks, or you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service: Financial Ombudsman Service, Exchange Tower, London, E14 9SR 0800 023 4567 www.financial-ombudsman.org.uk This is a free and independent service. You normally need to contact them within 6 months of our final response. 

Recording & Continuous Improvement

We keep a log of all complaints and use them to improve our products, training, and procedures.