MaxPetComplaints Procedure
We want MaxPet to work well for you. If something has gone wrong, or you’re unhappy with any part of the service, we’d genuinely rather hear about it than not — it’s how we put things right and how we improve.
1. How to raise a complaint
Please email us at [email protected] with the word “Complaint” in the subject line. To help us look into it quickly, it helps if you can include:
- what happened, and what you expected instead;
- the date it happened and the page or screen involved;
- the email address on your account; and
- how you’d like us to put it right.
2. What happens next
- We will acknowledge your complaint within 5 working days.
- We will look into it properly, ask any follow-up questions we need, and aim to give you a full response within 30 days. If it’s going to take longer, we’ll tell you why and keep you updated.
- A real person handles every complaint — you won’t be passed around.
3. If you’re not satisfied
If our response doesn’t resolve things, reply and ask for it to be escalated. It will be reviewed by a company director, who will send you a final written response.
4. Complaints about your data
If your complaint is about how we’ve handled your personal data, you also have the right to complain to the UK regulator, the Information Commissioner’s Office (ICO), at ico.org.uk or on 0303 123 1113. We’d appreciate the chance to put things right first. See our Privacy Notice for more.
5. Veterinary clinics
If you use the MaxVet clinic portal, you can raise a complaint the same way, or from within MaxVet, and it reaches the same team.