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Compaints Policy

At Hairy Tails Ltd, we want every dog to leave looking and feeling great, and every owner happy with the service they've received. If something falls short of that, we want to know so we can put it right. This policy explains how to raise a concern or complaint with us, what happens next, and what you can do if you're not satisfied with our response.

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1. Our Commitment to You

  • We take all feedback seriously, whether it's a quick comment or a formal complaint.

  • We handle every complaint fairly, promptly, and confidentially.

  • Raising a genuine complaint will never affect how we treat you or your dog at future appointments, and there is no charge for using this process.

 

2. What Counts as a Complaint

Not every comment is a formal complaint — general feedback or a quick suggestion is always welcome and can be given verbally or via a review. A complaint is where you are specifically unhappy with something and would like us to look into it and respond. Examples include:

  • the finished groom doesn't match what was agreed or discussed at drop-off;

  • you believe an injury, irritation or health issue arose during or shortly after a visit;

  • how you or your dog were treated by a member of our team;

  • a billing, payment or booking issue; or

  • timekeeping, communication, or any other part of your experience with us.

 

3. How to Raise a Complaint

  • Contact us: by email at info@hairy-tails.co.uk, by phone on 07432 197436, in person, or in writing to The Oaks, Clapgate, Albury, Herts, SG11 2JW.

  • What to include: your name and contact details, your dog's name, the date and time of the appointment, and a description of the issue. If your concern relates to the groom itself, photos are extremely helpful and will speed up our investigation.

  • When to raise it: concerns about the standard or outcome of a groom should be raised within 48 hours of the appointment, so we can look into it while details are fresh and, where relevant, see your dog's coat before it changes further. For any other type of complaint (for example, billing or communication), please get in touch as soon as possible and, in any event, within 14 days of the issue arising.

 

4. What Happens Next

Stage 1 — Initial Review

  • We will acknowledge your complaint within 2 working days.

  • We will investigate, which may include speaking with the groomer involved, reviewing before-and-after photos, and checking our appointment notes.

  • We aim to respond with our findings and a proposed resolution within 7 working days of acknowledging your complaint. If we need longer — for example, if we need to wait for veterinary input — we will let you know and keep you updated.

Stage 2 — If You're Not Satisfied

  • If you don't feel your complaint has been resolved at Stage 1, let us know and it will be reviewed personally by the salon owner/director.

  • We will confirm our final position within a further 7 working days.

5. How We May Resolve Your Complaint

Depending on the circumstances, this might include:

  • an apology and an explanation of what happened;

  • a complimentary re-groom or correction, where practical;

  • a partial or full refund, or a price reduction;

  • a credit or goodwill gesture towards a future appointment; and/or

  • a review of our internal procedures to help prevent the same issue happening again.

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, within a reasonable time, and for a reasonable price. Where we haven't met this standard, we will put things right in line with your legal rights.

6. If We Can't Agree

We hope to resolve any concern between us directly, but if we're unable to reach an agreement:

  • you can contact the Citizens Advice consumer service for free, impartial guidance, on 0808 223 1133 or via citizensadvice.org.uk/consumer;

  • you can report concerns to your local Trading Standards service via gov.uk/find-local-trading-standards-office;

  • we are not currently registered with a specific Alternative Dispute Resolution (ADR) provider — should this change, we will update this policy and let you know how to access that scheme; and

  • as a final step, you retain the right to bring a claim through the small claims court.

 

7. Your Information & Confidentiality

Any personal information you share with us as part of a complaint is handled in line with our Privacy Policy, used only to investigate and respond to your complaint, and kept confidential within our team.

 

8. Learning & Reviewing This Policy

We record and review complaints periodically to help us improve our service. This policy is reviewed regularly and may be updated from time to time; the latest version will always be available on our website and in the salon.

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9. Contact Us

Hairy Tails Ltd

The Oaks, Clapgate, Albury, Herts, SG11 2JW

Phone: 07432 197436

Email: info@hairy-tails.co.uk

Website: www.hairy-tails.co.uk

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