one-to-one Dog Grooming
complaints policy
This Policy outlines K9 Glow Up’s procedures for receiving, recording, investigating and resolving customer complaints. Our aim is to deliver a professional, transparent and welfare-focused service.
Where concerns arise, they will be handled fairly, promptly and in accordance with this Policy.
Commitment to Professional Standards
K9 Glow Up is a member of the Pet Industry Federation (PIF), the UK’s national trade association
for pet businesses. As a PIF member, we adhere to the PIF Codes of Practice,
which promote:
• High standards of animal welfare
• Professional conduct
• Consumer protection
• Consistency in regulatory compliance
PIF also provides support with dispute resolution where appropriate.
How to Raise a Complaint
Clients who are dissatisfied with any aspect of the service should contact the salon
directly as soon as possible. Complaints submitted via third-party social media platforms will not be accepted.
Contact Details:
• In person: At the salon
• Telephone: 07449 774309
• Email: leslie@k9glowup.com
• Post: K9 Glow Up, The Orchards, Burgh Common, Attleborough, Norfolk, NR17 1QF
Complaint Handling Process
K9 Glow Up will handle all complaints in the following manner:
1. Acknowledgement
* K9 Glow Up aims to acknowledge every complaint within 2 working days of receipt.
2. Investigation
* An investigation will begin within 3 working days.
* Additional information may be requested, including photographs, veterinary reports or a written account.
3. Outcome & Resolution
* A formal written response will be issued within 10 working days of receiving all required evidence.
* The response will confirm whether the complaint is upheld and outline the proposed resolution.
Resolution Options
Where a complaint is upheld, possible outcomes may include:
* A written apology
* A corrective groom or re-groom appointment
* A partial or full refund (at K9 Glow Up’s discretion)
* Advice or guidance for future appointments
Where a complaint is not upheld, an explanation will be provided.
Record Keeping & GDPR Compliance
K9 Glow Up is committed to complying with the UK General Data Protection Regulation (UK GDPR) and
the Data Protection Act 2018.
Complaint Records
* All complaints and associated documentation will be securely stored for a minimum of 5 years.
* Records are retained for training, monitoring, audit and regulatory purposes.
* Access to complaint records is restricted to authorised personnel only.
Subject Access Requests (SARs)
Clients have the right to request access to personal data held by K9 Glow Up. Under UK GDPR,
clients may request:
* Confirmation that their data is being processed
* A copy of the personal data held
* Correction of inaccurate data
* Deletion of data where legally applicable
* Restriction or objection to certain types of processing
SARs must be submitted in writing to leslie@k9glowup.com K9 Glow Up will respond within one calendar month, in accordance with statutory requirements.
Escalation & External Resolution
If a client remains dissatisfied after K9 Glow Up’s final response, they may request further guidance from the Pet Industry Federation (PIF), who may offer support with dispute resolution.
Document Version: 1.0
Effective Date: 29 May 2026
Review Date: 29 May 2027