Effective Date: 17/12/25
At Strawberry Paws, I am dedicated to providing the highest standard of care for your pets. I value open, honest communication and use your feedback—both positive and constructive—to ensure my services remain the best in the Leeds area.
1. Compliments and Feedback
I love hearing about your experiences! If you are happy with the service provided, please let me know.
- Reviews: Positive reviews are the lifeblood of a local business. If you would like to support Strawberry Paws, please consider leaving a review on my Google Business profile.
- Instagram: I am very active on Instagram! If you share a photo of your pet that I have sent you, please feel free to tag @strawberry_paws_—it always makes my day to see happy pets and satisfied owners!
2. Complaints Procedure
I recognise that despite my best efforts, there may be times when you feel the service has not met your expectations. I take all concerns seriously and aim to resolve them quickly and fairly.
- Step 1: Informal Resolution If you have a concern, please contact me as soon as possible via phone or email. Most issues can be resolved through a friendly conversation and a simple adjustment to how I work with your pet.
- Step 2: Formal Complaint If the matter is not resolved informally, please put your complaint in writing to strawb3rryyy.paws@gmail.com within 7 days of the incident. Please include:
- The date and time of the service.
- A clear description of your concern.
- Your desired outcome or suggestion for resolution.
- Step 3: My Response I will acknowledge your formal complaint within 48 hours and provide a full written response within 5 working days after investigating the matter.
3. Professional Standards
I am committed to:
- Listening to your concerns without bias.
- Being transparent about any mistakes made.
- Taking immediate action to improve my procedures where necessary to prevent the issue from recurring.
4. Liability and Insurance
Please note that complaints regarding physical damage or injury will be handled in accordance with my Master Service Agreement and, where necessary, referred to my business insurance provider.