Complaints Policy

1Company Information

2Our Commitment

We are committed to:

• treating every complaint fairly and professionally
• listening carefully to customer concerns
• investigating complaints objectively
• responding within reasonable timescales
• resolving complaints wherever reasonably possible
• using customer feedback to improve our services.

3What Is a Complaint?

A complaint is any expression of dissatisfaction relating to our software, services, support, billing or any interaction with Easy Pet Planner Limited.

Examples include:

4How to Make a Complaint

Complaints should be submitted by email to:

To help us investigate efficiently, please include:

• your name
• your business name (if applicable)
• your account email address
• a description of the issue
• any supporting screenshots or documents
• the outcome you are seeking.

5Our Complaints Process

6Resolution

Depending on the circumstances, a resolution may include:

• an explanation
• technical assistance
• correction of an error
• software updates
• account adjustments
• subscription amendments
• goodwill gestures where appropriate
• any other reasonable solution considered appropriate.

Submitting a complaint does not automatically entitle a customer to compensation or a refund.

7Complaints We Cannot Consider

We may decline to investigate complaints that are:

• abusive, threatening or offensive
• repetitive where the matter has already been fully investigated
• outside our control
• based upon third party products or services
• anonymous where insufficient information has been provided.

8Customer Responsibilities

Customers are expected to:

• communicate respectfully
• provide accurate information
• cooperate during investigations
• respond promptly to requests for further information
• allow reasonable time for issues to be investigated.

9Continuous Improvement

All complaints are reviewed to help identify opportunities to improve our software, documentation, customer support and internal processes.

10Data Protection

Any personal information provided during the complaints process will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

11Escalation

If you remain dissatisfied after receiving our final response, you may request that your complaint be reviewed by a senior representative of Easy Pet Planner Limited.

Any request for escalation should be made in writing within 14 days of our final response. The outcome of the review will represent our final internal decision.

12Governing Law

This Complaints Policy is governed by the laws of England and Wales. Any disputes arising in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13Contact Us