Our Complaints Procedure

Purpose:

At DKC.ORG, we are committed to delivering a high standard of service to all our users, including pet owners, breeders, vets, and other authorised users. We understand that from time to time, issues may arise that require attention. This complaints procedure outlines the steps you can take if you are dissatisfied with any aspect of our service, ensuring that your concerns are addressed in a timely, fair, and transparent manner.

1. How to Make a Complaint

We encourage you to raise a complaint if you are not satisfied with our services. Complaints can relate to a variety of issues, such as:

• Delays or issues with processing transfer requests.
• Problems updating pet ownership details.
• Difficulties with reuniting lost pets.
• Inaccessibility of our services or system performance.
• Errors in the microchip records or missing information.

You can make a complaint in the following ways:

• Email: Please send your complaint to info@dkc.org. Be sure to include all necessary details to help us resolve your issue as quickly as possible.
• Phone: Call us at 0203 151 6651 during our business hours. Our team will take down the details of your complaint and begin the resolution process.

2. What Information to Include in Your Complaint

To ensure we can address your complaint efficiently, please include the following information:

• Your full name and contact details (email, phone number).
• A detailed description of the issue, including dates, times, and the nature of the problem.
• Any relevant reference numbers, such as the microchip number, registration number, or transfer request details.
• Copies of any supporting documents or screenshots if applicable.
• Your desired outcome or resolution, if you have specific preferences.

3. Our Complaint Handling Process

Upon receiving your complaint, we follow a structured process to ensure a prompt and effective resolution:

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days. This acknowledgment will include a reference number, which you can use to track the progress of your complaint.
• Investigation: A member of our team will conduct a thorough investigation into the issue. This may involve reviewing records, contacting relevant parties (such as vets, breeders, or authorised users), and assessing any system or operational failures that contributed to the problem.
• Resolution: We aim to resolve complaints within 10 business days. If the issue is complex and requires more time, we will inform you of the delay and provide an updated timeline. We will also outline the steps being taken to resolve the issue.
• Outcome: After completing the investigation, we will notify you of the outcome. This may include details on how the issue has been resolved, any corrective actions we are implementing, and what steps you should take, if any, to finalise the matter.

4. Escalation of Complaints

If you are not satisfied with the resolution provided, you may escalate the matter by contacting us again. The escalation process involves:

• Requesting that your complaint be reviewed by a senior member of our team.
• Providing any additional information that may assist in the further investigation.
• Receiving a final response from us within 5 business days of the escalation request.

Our goal is to ensure that all complaints are resolved to the satisfaction of all parties involved, and we are committed to reviewing every case thoroughly.

5. Further Action

If you remain dissatisfied with our final decision or the handling of your complaint, you have the option to take further action. This may involve:

• Raising the matter with an independent regulatory body, such as Defra (Department for Environment, Food and Rural Affairs), or other relevant authorities.
• Engaging a third-party mediator, if applicable, to assist in resolving the dispute.

We will provide all necessary information if you choose to pursue further action and assist in the process as required.

6. Record-Keeping and Continuous Improvement

All complaints are recorded in our system, along with the actions taken and the final outcome. These records are reviewed periodically to identify patterns and areas for improvement in our services. Our commitment to continuous improvement means we use feedback from complaints to enhance both our processes and our customer experience.

7. Our Commitment

At DKC.ORG, we take every complaint seriously. We aim to resolve all issues fairly and efficiently, and we appreciate the opportunity to address any concerns you may have. By following this complaints procedure, we ensure that our services meet the needs of all users, and that we continue to provide reliable, accessible, and trustworthy services.

This more detailed version of the complaints procedure ensures clarity and provides a comprehensive roadmap for handling issues efficiently at DKC.ORG.