Complaints Policy

Urban Pet Play Ltd

Website: Urban Pet Play Ltd

Last Updated: May 2026

At Urban Pet Play Ltd, we are committed to providing excellent customer service, high-quality pet products, and professional pet care services. If something goes wrong, we want to resolve the issue quickly, fairly, and professionally.

1. Our Commitment

We value customer feedback and treat all complaints seriously. Our goal is to:

• Resolve issues promptly

• Treat customers fairly and respectfully

• Improve our services through feedback

• Maintain high standards of customer care and animal welfare

2. What Can Be Complained About?

Customers may raise complaints regarding:

• Products purchased from our website

• Delivery issues

• Customer service

• Dog walking services

• Pet grooming services

• Pet daycare or training

• Billing or payment concerns

• Website functionality

• Staff conduct

3. How to Make a Complaint

Customers can submit complaints by contacting Urban Pet Play Ltd through our official website contact channels.

Please include:

• Full name

• Order or booking reference

• Contact details

• Description of the issue

• Supporting photos or documents where applicable

Website: Urban Pet Play Ltd Contact Page

4. Complaint Response Times

We aim to:

• Acknowledge complaints within 2–5 business days

• Investigate complaints fairly and thoroughly

• Provide updates where necessary

• Resolve complaints as quickly as possible

More complex cases may require additional investigation time.

5. Investigation Process

Urban Pet Play Ltd may:

• Review booking or order records

• Request additional information

• Speak with staff members involved

• Assess supporting evidence

• Review CCTV or service notes where applicable

All complaints are handled confidentially where possible.

6. Refunds & Compensation

Where appropriate, resolutions may include:

• Replacement products

• Refunds

• Service credits

• Rebooking of services

• Formal apologies

Refunds and compensation are considered on a case-by-case basis.

7. Animal Welfare Complaints

Urban Pet Play Ltd takes animal welfare extremely seriously.

Any concerns relating to:

• Pet safety

• Handling procedures

• Care standards

• Welfare practices

will receive immediate priority review.

8. Unacceptable Behaviour

We expect respectful communication from all customers.

Aggressive, abusive, threatening, or discriminatory behaviour towards staff may result in:

• Refusal of service

• Termination of bookings

• Restricted communication

This policy helps protect both customers and staff.

9. Escalation

If a customer feels their complaint has not been resolved satisfactorily, they may request a further review by management.

Urban Pet Play Ltd will make reasonable efforts to reach a fair resolution.

10. Continuous Improvement

Customer feedback helps us improve:

• Product quality

• Customer support

• Service standards

• Website experience

• Pet care procedures

We appreciate all constructive feedback.

11. Contact Information

Urban Pet Play Ltd

Website: www.urbanpetplay.com

For complaints or customer support enquiries, please contact us through our official website contact page.