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
+44 (0)800 999 4008

📧 By Email
[email protected]

✉️ By Post
ProtectaPet Ltd, Lola House, Turner Crescent, Newcastle-under-Lyme, 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

Acknowledgement — We will acknowledge your complaint within 5 business days of receiving it.
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.
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.
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, and 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.

The European Commission's Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr for consumers who have purchased online. ProtectaPet does not currently participate in an ODR scheme but we are required to make you aware of its existence.

If you are resident in the European Union and remain dissatisfied, you may also contact the consumer protection authority or dispute resolution body in your country of residence. A list of national authorities is available at eccnet.eu.

If your complaint relates to finance or credit we have arranged and we have not resolved it within 8 weeks, or you are unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service: Exchange Tower, London, E14 9SR | +44 (0)800 023 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.