Customer Care Policy

All our staff are committed to promoting the visions and values of our organisation and to delivering the high standards contained in this policy.

A customer is anyone who encounters We Love Pets and includes: current and potential customers, sponsors and business supporters, the media, suppliers, contractors and members of staff.

Our key customer service objectives:

  • To ensure that all public contact with We Love Pets is met with the highest standards.
  • To provide clear and efficient lines of communications to all.
  • To provide our services in a reliable, caring and trustworthy manner.
  • To be active in the promotion of customer feedback, listen and respond accordingly and monitor standards.
  • To provide suitable and adequate staff training.
  • To exceed customers’ expectations and encourage repeat bookings.
  • To set an example with excellent customer care.

Feedback

If you wish to contact We Love Pets regarding any matters about the service the company provides please contact, in the first instance, your local branch; either in writing, by phone, or email. Contact information is available on our website. Alternatively, feedback can be left on the online form.

We Love Pets consults its customers through feedback questionnaires. We will monitor our standards of service through evaluation of customer comments, complaints and surveys.

We Love Pets communicates within focus groups representing different groups of users. They are invited to discuss all aspects of the company and any implemented changes and improvements made to our customer care procedures.

Complaints

Whilst we take great care to ensure that we provide all our services efficiently, courteously and to a high standard, we accept that complaints may be made. A complaint is a valid expression of dissatisfaction and however it is made, by email, letter, telephone or verbally, we will investigate and use it to improve our standards of service.

If at any time you are not happy with the levels of service you receive, please contact your local branch manager who will try their best to resolve your complaint straight away.

You can register your complaint in person, by telephoning your branch manager or by email. We will acknowledge all written complaints within 5 days of receiving the email, at which point your complaint will be investigated. If you are not satisfied with the way in which your complaint has been dealt with, please contact the Franchise Operations Director headoffice@we-love-pets.co.uk.

Any action taken that will affect members of staff as a result of a customer complaint will be conveyed to all concerned before a response is given to the customer.

Equal Opportunities Policy

We are committed to equality of opportunity for all; irrespective of their age, gender, class, marital status, nationality, ethnic origin, disability, religious belief or sexual orientation. We aim to create a working environment which values and respects the variety of life styles within our local communities.

We will strive to ensure that no employee, customer, or any other person connected to the work of We Love Pets, experiences unlawful or unfair discrimination or harassment. We are committed to equality of opportunity in which individuals are selected for employment and treated based on their relevant merits.

Website User Policy

Please read our Website User Policy

Bookings

Please contact your local branch manager by telephone or email to make a booking enquiry. Your enquiry will be responded to within 24 hours during Monday to Friday. During busy times, you may hear a voicemail message. Please leave your name and number and we will call you back as soon as we can.

Data Protection

Please read our Privacy Policy

Recruitment

We Love Pets has an Equal Opportunities and Inclusive Recruitment policy which is adhered to throughout the recruitment process. All applicants are offered the same respect and courtesy, whilst ensuring high levels of discretion and confidentiality.

Training

We Love Pets is committed to ongoing training for all members of staff in pet first aid, health and safety and customer care. Regular team meetings, email and strong lines of communication ensure that staff are kept up to date at all times.

Additional resources

Please read our Service Agreement

Please read our Terms of Business