Complaints Procedure

As a registered member of the Canine Massage Guild, I want you and your dog to be fully satisfied with the treatment you receive. Most of the time that happens, but if something goes wrong, I'd rather hear about it than have you walk away unhappy. A clear process means your complaint gets taken seriously, dealt with fairly, and actioned quickly.

If you have a complaint, please put it in writing, either by email or letter, including as much detail as possible. This lets me look into what happened properly and give you a considered response. You are welcome to ask someone to help you write it if that's easier. If you're not able to put it in writing yourself, get in touch and I can write it down for you.

When contacting me, please tell me:

•    your name and contact details
•    your dog's name
•    the date(s) of the treatment(s) you're unhappy with
•    what aspect of the service the complaint relates to
•    how you'd like me to put things right
 

You can get in touch either by post: Jane Christie, 4 Howards Lane, Addlestone, Surrey, KT15 1ET, or by email: info@ccmwithjane.co.uk

What will happen next?

• I will acknowledge your complaint within three working days and send you a copy of this procedure.
• I will investigate what happened, including my treatment notes for your dog. 
• I will send you a written outcome within 10 working days of my acknowledgement. If I need longer than that, I will tell you why and give you a new timeframe.

Taking your complaint to the Canine Massage Guild

If you remain dissatisfied after my written response, you can make a formal complaint to the Guild. This must be in writing or by email, and needs to include your name and address, and confirmation that the complaint concerns me, Jane Christie, as a Guild member. The Guild will not accept anonymous complaints, though they will do their best to keep your identity from me if you ask them to.

To contact the Canine Massage Guild please visit their website ‘contact us’ page, https://www.k9-massageguild.co.uk/contact-us/.

Once they have received your complaint, the Guild's Designated Complaints Member will contact both of us to look into what happened. If they decide the Code of Practice has not been breached, the complaint will not be upheld and no record is kept. If they decide it has been breached, they will agree what action is appropriate; this could mean me completing further training, or in more serious cases, suspension or expulsion from the Guild.

There is no set deadline in the Guild's procedure for bringing a complaint to them, but as with any complaint, it is best to raise it as soon as possible while the details are still fresh.