We would rather know when something has gone wrong. This procedure explains how to tell us, what we will do, how long it will take, and where you can go if you are still not satisfied.
1. WHAT THIS COVERS
This procedure covers complaints about any PCE product or service, including microchip registration, PCE Membership, the Smart Tag, Search and Rescue, Pet Wallet, the reunification line, a trade account, implanter training and the Breeder Payouts Programme.
It also covers complaints about how we have handled your personal data, although you may also complain directly to the Information Commissioner's Office at any time.
It does not cover disputes between members arising from an introduction made through Pet Nanny or a community feature. Those are between the members concerned. We will still look at a report that a member has breached the Acceptable Use Policy.
2. HOW TO COMPLAIN
You can complain:
- (a) by telephone on 0800 000 0000;
- (b) through the contact form at pce.org.uk;
- (c) by email to [complaints@pce.org.uk]; or
- (d) by post to Complaints, Sandbox Corp Limited, 21 Ellis Street, London, England, SW1X 9AL, United Kingdom.
Tell us your name, how to contact you, your microchip number or account number if you have one, what happened, when it happened, and what you would like us to do.
If you need help making a complaint, or need us to communicate in a particular way, tell us and we will make reasonable adjustments.
You may ask someone to complain on your behalf. We will need your authority before we discuss your account with them.
3. WHAT HAPPENS AND WHEN
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received the complaint, give it a reference and tell you who is handling it. | Within 2 working days |
| Stage 1, review | A member of the customer team investigates, speaks to anyone involved and gives you a written response setting out what we found, what we will do and why. | Within 10 working days |
| Stage 2, escalation | If you are not satisfied, ask for escalation within 28 days. A senior manager who was not involved in the original decision reviews the file afresh and issues a final response. | Within 20 working days |
| Urgent matters | A complaint about a live lost pet case, a suspected misuse of the register or a suspected data breach is escalated immediately and does not wait for the normal stages. | Same day |
If we cannot respond within a timescale we will tell you why and give you a new date.
Our final response will say that it is our final response, so that you know the internal process is complete.
4. IF YOU REMAIN DISSATISFIED
Data protection. You may complain to the Information Commissioner's Office at ico.org.uk, by telephone on 0303 123 1113, or at Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.
Consumer matters. You may seek advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk. You may also report a trader to Trading Standards through Citizens Advice.
Microchipping regulation. Concerns about how a database operator is meeting the conditions in regulation 7 of the Microchipping of Cats and Dogs (England) Regulations 2023 may be raised with the Department for Environment, Food and Rural Affairs.
Animal welfare. If you believe an animal is suffering, contact the RSPCA on 0300 1234 999 or your local authority. Do not wait for a complaint to us to be resolved.
Courts. Nothing in this procedure affects your right to take legal action.
5. LEARNING FROM COMPLAINTS
We record every complaint, the outcome and the cause.
We review complaint data quarterly and report trends to the board, so that recurring problems are fixed rather than repeatedly compensated.
We keep complaint files for six years from closure.