Complaints Policy

Last updated: 22/9/26

This Complaints Policy explains how Home from Home Boarding Maghull handles concerns, complaints or feedback about our dog walking, home boarding, home pet visit, feeding visit, medication visit or related pet care services.

We aim to provide caring, reliable and professional pet care. If something has gone wrong or you are unhappy with any part of our service, we want to know so we can look into it properly and try to resolve the matter fairly.

  1. Who We Are

Home from Home Boarding Maghull provides dog walking, home boarding and home pet visit services in Maghull, Liverpool and surrounding areas.

Business name: Home from Home Boarding Maghull

  1. Our Approach

We take complaints seriously and aim to deal with them calmly, fairly and respectfully.

We understand that pets are part of the family, and any concern about their care can feel upsetting. Our aim is to listen, understand what has happened and respond appropriately.

  1. How to Raise a Complaint

If you have a complaint or concern, please contact us as soon as possible.

You can contact us by phone, WhatsApp, email or through our website contact form.

When making a complaint, please include:

Your name
Your contact details
Your pet’s name
The service used
The date of the booking or visit
A clear explanation of the issue
Any photos, messages or other information that may help us understand what happened

  1. When to Raise a Complaint

Please raise any concerns as soon as possible after the issue occurs.

This helps us look into the matter while details are fresh and any relevant information is still available.

  1. What Happens Next

Once we receive your complaint, we will review the information provided.

We may ask for further details if needed.

We will aim to respond as soon as reasonably possible and explain what action, if any, will be taken.

  1. How We Review Complaints

When reviewing a complaint, we may look at:

Booking details
Messages or written instructions
Pet care forms
Photos or updates sent
Medication or visit records, where relevant
Access or key instructions, where relevant
Any information provided by the owner
Any notes made during the pet’s care

  1. Possible Outcomes

Depending on the nature of the complaint, possible outcomes may include:

An explanation of what happened
An apology where appropriate
A change to future care arrangements
A review of our processes
A partial or full refund where fair and appropriate
Refusal of future bookings where the service is no longer suitable

Each complaint will be considered based on the circumstances.

  1. Refunds and Compensation

Refunds or compensation are not automatic.

Any refund or partial refund will be considered fairly based on the service booked, the issue raised, the circumstances, any costs incurred and whether the service was provided.

  1. Behaviour During Complaints

We will always aim to communicate respectfully and expect the same in return.

We reserve the right to stop communication or refuse future bookings if behaviour becomes abusive, threatening, aggressive or unreasonable.

  1. Pet Welfare Concerns

If a complaint involves the welfare of a pet, we will treat it seriously and review the situation carefully.

Where appropriate, we may also review future suitability for services, care instructions, behaviour notes, safety processes or emergency procedures.

  1. Learning From Complaints

Where a complaint highlights something that can be improved, we will use it as an opportunity to review and improve our service.

Our aim is to provide safe, caring and reliable pet care.

  1. Records

We may keep a record of complaints, communication and outcomes for business, insurance, legal or service improvement purposes.

Any personal information will be handled in line with our Privacy Policy.

  1. Contact Us

If you have a complaint or concern, please contact us as soon as possible.

Home from Home Boarding Maghull

Phone: [Insert Phone Number]
Email: [Insert Email Address]

  1. Changes to This Policy

We may update this Complaints Policy from time to time.

The latest version will always be available on our website.