Complaints handling policy
We hope you’ll never need to complain. If something's gone wrong, please contact us using any of the routes above before making a formal complaint so that we can try to put things right quickly.
If, having previously contacted us, you do want to make a formal complaint, please write to us via email on complaints@pitpat.com so that we have a clear written record of our conversation. If for any reason you are unable to email us, please phone us so that we can take the details of your complaint verbally.
You should make it clear that you’re making a "formal complaint" and include as much detail as you can — what happened, what we did or didn’t do, what you feel we should have done differently, and so on.
We’ll aim to acknowledge your complaint within two working days.
Most issues can be sorted out quickly, but if something needs more investigation, we’ll keep you posted and let you know what to expect. We may discuss things with you, and depending on the circumstances it may take from a few days to several weeks to reach a final response. Please allow us up to eight weeks.
If you’re not happy with our final response, we’ll let you know what further steps you can take, including independent or alternative dispute resolution if appropriate.
Please be assured that our aim is always to find a fair and mutually agreeable outcome.
Conduct
We love our customers! We try our best to treat everyone with respect and courtesy, and we ask you to do the same. Just in case though, we remind you of the provisions of our General Terms of Use relating to your conduct and our right to terminate our relationship with you.
Artificial intelligence
As part of providing you with pre-sales and post-sales information and support, we may directly or indirectly make use of artificial intelligence or similar forms of automation (AI). This might include providing you with access to AI agent(s), chatbot(s) or other AI service(s) on our website, through our app or elsewhere.
Wherever we do this, we will try to make it clear to you that you are interacting with an AI service rather than a human.
We attempt to ensure that the advice and information such systems provide to you is accurate, complete and not misleading. However, AI services can sometimes make mistakes, misunderstand questions, leave out or make up information. Therefore, you must confirm with us in person any material information on which you intend to rely (including but not limited to anything significantly affecting a purchase decision, your and your pets’ safety, your and our legal rights and responsibilities).
Our AI services are not authorised to make commitments, representations or promises of any sort on our behalf. You must not rely on any such purported or implied statement unless it is also confirmed by us in person.
Please don’t enter sensitive or confidential information into an AI service provided by us unless we explicitly ask for it. Any information you do share or discuss with an AI service provided by us will fall under the terms of our Privacy Policy in the same way as if the conversation had occurred with a human agent.
Our terms relating to your conduct apply equally to both human and AI interactions.
Changes
We may make changes to these terms in accordance with our General Terms of Use.