Complaints Procedure

Pup Special is committed to providing an excellent service to all our customers. However, we understand there may be times when you feel unhappy with the service you receive and wish to complain.

The first point of contact is always our Sales Team, we always ask you to raise your concerns with our Sales Team who will be able to address your concerns and give us fair chance to rectify any problems. If you haven't contacted the Sales Team first, then unfortunately we will not be able to assess your matter.

If any matters can’t be resolved satisfactorily and you wish to take your complaint further, then we will ask you to follow our complaints procedure as detailed below:

  • Please write an email to complaints@pupspecialshop.co.uk which is where our Complaints Team will look to handle your complaint. Upon receiving your complaint, we will be able to offer you our complaints form which you can fill out to document your concerns and complaint.
  • Please provide us with as much information as possible regarding your complaint including any reference numbers/order numbers as well as what has occurred that you are upset with.
  • After receiving the complaint in writing, we will acknowledge it within 5 working days. The following information may be included in the acknowledgement you receive: Confirmation of who/which department is dealing with the complaint; Clarification of our understanding of the complaint; Confirmation that the complaint will be investigated further if necessary; Request for further information if necessary for us to proceed with the investigation. After your initial acknowledgement of complaint submitted, we aim to respond back to your complaint within 7 working days with our solution/standing on the complaint and how we can look to resolve it in a fair and correct manner.
  • We always endeavour to have the complaint investigated and dealt with within 14 days. If this is not possible, we will let you know, explain the reason for the delay and inform you of the additional time frame required.

Please note that if your complaint relates to a 3rd party not associated with Pup Special we can offer no advice or further your complaint.

 

Please click the icon below to directly email our Complaints Team on 'complaints@pupspecialshop.co.uk'
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