Customer Complaints and Dispute Resolution Policy

1. Overview

We welcome all feedback from our customers and although we hope that our customers won’t have cause for complaint we do understand that at times you may wish to contact us to discuss concerns that you may have about our products (cats) or services.

This policy set out how you can contact us to make a complaint and how we will deal with any complaint you make.

2. Who we are and how you can contact us

2.1 We are Belle Ayr Ltd, and you may contact us at info@belleayr.com

3. When to contact us

3.1 A complaint can cover any element of the products and services that we provide and can also relate to:

• things that our staff have or haven’t done;

• the level of service provided by us or any of our staff;

• the quality of the products or services that we have provided;

4. What information to provide in relation to a complaint

A complaint may only be raised by the named customer on a relevant invoice; or where we have written (emailed) permission from the named customer to communicate with another person in regards to the complaint.

Please provide as much information as possible when making a complaint and in particular:

4.1 Your name, address, telephone number and email address together with details of the method that you would be preferred to be contacted by in discussing your complaint;

4.2 Details of the products or services that you are complaining about with details of the cat or service.

4.3 If your complaint relates to a particular member of our staff please provide the name or other information to help us identify them;

4.4 Any documentation that relates to your complaint such as invoices, receipts, contracts or communications;

4.5 Any further information in relation to your complaint and details of how you would like to see the complaint resolved;

4.6 Ideally a complaint is simple and will be handled swiftly and satisfactorily as per section 5, below. If, at any point, things get complicated we will escalate a complaint to follow our more in-depth dispute process as per section 7, below.

5. How we will handle your complaint

5.1 The process that we follow in handling complaints is set out in the table below:

5.2 Please note that while we will endeavour to resolve your complaint within the timescales indicated above this might not be possible due to the nature or complexity of your complaint or where we are not able to contact you for further information for example. In these circumstances, we will keep you informed of the timescales we are working to.

6. Use of Mediation / Arbitration / Legal Entities

6.1 The term mediation / mediator in this section applies to any form of official third party individual or company (mediation, arbitration or legal) that acts on behalf of the complainant or the company.

6.2 Either party may use an official third party as a mediator at any point in the complaints process.

6.3 Costs arising from the use of mediation are to be borne by the party raising the mediation. If either party seeks repayment of such costs these are to be decided by mediation or arbitration.

6.4 An official mediator is defined as a regulatory, government or legal body that acts in a mediation or arbitration role.

7. Escalation to Dispute Resolution

7.1 We will follow the following process where a complaint can not be handled in a simple manner and is escalated:

1. Summary

   • If at any point the customer fails to respond within the allotted time period we will regard the dispute as closed.

   • A detailed timeline of the activities and relevant actions relating to the complaint will be created from the evidence gathered, see below.

   • This will be completed within 5 working days of the final receipt of evidence from the customer or Belle Ayr’s suppliers and provided to the customer.

     • The customer has 3 working days to dispute the timeline, otherwise it will be assumed to be accepted by the customer.

   • When the timeline is accepted by the customer Belle Ayr will prepare its formal response; to be delivered within 5 working days of acceptance of the timeline.

     • If the investigation indicates that further evidence is required then the customer will be notified, along with expected timescales.

     • The formal response will include any timescales for remedial actions to be implemented.

   • The customer has 3 working days to respond to the formal response.

   • If the customer does not accept the formal response, or we have closed the case due to non-communication, then they are welcome to seek mediation, as detailed in section 6.

2. Collection of Evidence

   • In order to prepare the timeline we will utilise some, or all, of the following:

     1. Belle Ayr Estimates / Invoices / Contracts

     2. Delivery Estimates / Invoices / Contracts

     3. Vet Estimates / Invoices / Recommended treatment plans

     4. Customer Communication records

     5. Details of Pet Insurance

     6. Medical Histories of an animal, specifically clinical history

     7. X-Rays, or other relevant medical documents

     8. Any other relevant document

   • Each party will inform the other of any delays in acquiring items of evidence.

8. Confidentiality and Data Protection

8.1 We will ensure that all complaints or disputes are dealt with confidentially and information you provide will only be shared with individuals that we need to discuss your complaint or dispute with during the process outlined at 5 above or with any mediator, outlined at 6 above.

8.2 Any personal data that we collect during handling your complaint or dispute will be held in accordance with the relevant data protection legislation and our privacy policy.

8.3 Neither party is to publish (discuss or share) an ongoing complaint or dispute in a public forum (including, but not limited to, newspapers and social media websites).

9. Permissions to Contact Third Parties

9.1 Neither Belle Ayr nor the Customer may contact third parties about the dispute without the consent of the other party.

9.2 This includes, but is not limited to; vets, transportation providers, customs or other government bodies.

9.3 Official mediation services, as defined in 6 above, are exempt from this clause.

10. Communication Channels

10.1 Once a complaint or dispute has been raised all communication thereafter must be in writing through the company’s official email domain (belleayr.com). Specific email addresses will be provided.

11. Jurisdiction

11.1 This policy is governed by Scottish Law.

12. Policy Updates

This policy was adopted on 1st October 2023. Our CEO has overall responsibility for this complaints policy and ensuring that it is regularly reviewed and updated if necessary.