Complaints Policy

At Liverpool Dog Grooming Academy CIC, we are committed to maintaining high standards across all our grooming and training services. While issues are rare, we take all complaints seriously and aim to handle them in a fair, consistent, and thorough manner.


How to Make a Complaint

All complaints must be submitted within 48 hours of the original appointment.

To ensure complaints are handled correctly and reviewed fairly, all complaints must be made using the complaints form on this page.

We do not accept or handle complaints via telephone. As we operate a busy salon environment and ownership is not based on-site, written complaints allow us to properly review each case with the necessary evidence.


Our Review Process

Once a complaint is received, it will undergo a full internal review. This may include:

  1. Reviewing staff reports and assessments
  2. Reviewing CCTV footage where applicable
  3. Reviewing photographs taken during or after the appointment


Response Times

We aim to respond to all complaints within 7 days of receipt, following completion of the review process.

You will receive a written response via email or letter, outlining our findings and any next steps.


Resolution

Where appropriate, we will always look to resolve issues fairly and professionally. This may include offering a follow-up appointment or corrective service where suitable.


Final Decision

All decisions made following a complaint review are final. This policy does not affect your statutory rights.