Complaints process
Online
If you are not satisfied with the level of service you receive online, please do let us know by contacting our Customer Service team on 0845 602 5630 or email us. If you are still dissatisfied with our response, then please write to our Customer Service Manager Ecommerce, Pets at Home Ltd, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire, SK9 3RN.
We undertake to:
- Deal with your complaint fairly, confidentially and effectively;
- Acknowledge your complaint within 5 days and provide a likely timescale for resolving it; and
- Keep you updated on progress made.
Stores
If you are not satisfied with the level of service you receive in a Pets at Home store, please discuss the issue with the manager of the Pets at Home store you visited. Click here for a list of our stores.
If you are unable to do this, or feel unhappy or dissatisfied with the response you received, please contact us.
We hope that any complaint you have may be easily resolved. If that is not the case, our head office Customer Service team will try to help. Write to them at: Customer Service Manager, Pets at Home Ltd, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire, SK9 3RN.