Urban Pet Play Ltd

Effective Date: April 2026
Website: www.urbanpetplay.com / www.urbanpetplay.co.uk

1. Introduction

At Urban Pet Play Ltd, we are committed to delivering high-quality pet products and professional pet care services. We value customer feedback and take all complaints seriously, using them as an opportunity to improve our service.

This Complaints Policy outlines how you can raise a concern and how we will handle it.

2. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• Products purchased from our online pet shop
• Delivery or order issues
• Pet care services (dog walking, grooming, training, daycare)
• Customer service experience

3. How to Make a Complaint

You can contact us using the following methods:

• Email: info@urbanpetplay.com
• Phone: 0203 916 6118
• Contact Form: Via our website
• Post: Unit A456 4 – 6 Greatorex Street Greatorex Street, London, England, E1 5NF

Please include:

• Your name and contact details
• Order number or booking reference (if applicable)
• Full details of your complaint
• Any supporting evidence (photos, documents)

4. Complaint Handling Process

Step 1: Acknowledgement

• We will acknowledge your complaint within 24–48 hours

Step 2: Investigation

• We will investigate your complaint thoroughly
• This may involve reviewing orders, service records, or speaking with staff

Step 3: Resolution

• We aim to provide a full response within 3–5 working days
• If more time is needed, we will keep you informed

5. Possible Outcomes

Depending on the situation, we may offer:

• A replacement product
• A refund or partial refund
• A service redo or rescheduled appointment
• A goodwill gesture or discount

All resolutions are considered on a case-by-case basis.

6. Escalation Process

If you are not satisfied with the outcome:

• You may request a review by a senior team member
• We will reassess your complaint and provide a final response

7. Pet Care Service Complaints

For complaints relating to pet services:

• We prioritise animal welfare and safety
• Immediate concerns should be reported as soon as possible
• We may suspend services while investigating serious issues

8. Product Complaints

For product-related issues:

• Please report faults or damages within 48 hours of delivery
• Include photos where possible
• We will resolve issues in line with our Returns & Refunds Policy

9. Standards We Aim to Meet

We aim to:

• Respond promptly and professionally
• Treat all customers fairly and respectfully
• Resolve complaints efficiently and transparently

10. Customer Responsibilities

To help us resolve your complaint quickly, you agree to:

• Provide accurate and complete information
• Communicate respectfully with our team

11. Continuous Improvement

All complaints are recorded and reviewed to help improve:

• Product quality
• Service delivery
• Customer experience

12. Changes to This Policy

We may update this policy from time to time. The latest version will always be available on our website.

🐾 Contact Us

Urban Pet Play Ltd
Email: info@urbanpetplay.com
Phone: 0203 916 6118