Complaints Policy

Our Commitment

At Benchmark Kennels, we are committed to delivering high-quality products and a positive customer experience.

If something doesn’t go as expected, we want to know about it so we can put it right and learn from it.

Raising a complaint will never negatively affect how you are treated. Our approach is based on fairness, clarity, and resolving issues properly.

This Complaints Policy explains how complaints are handled.
It does not replace or override our Terms & Conditions of Sale, which continue to apply at all times.

What Is a Complaint?

A complaint is any expression of dissatisfaction, whether made formally or informally. This includes:

• Concerns about products, workmanship, delivery, or service

• Issues raised by email, phone, or in person

• Situations where expectations have not been met

If you are unhappy, we treat it as a complaint and will handle it accordingly.

How to Raise a Complaint

To ensure your complaint is handled accurately and without delay, all complaints must be submitted by email to:

customer.services@benchmarkkennels.co.uk 

If a concern is raised by phone or on site, our team will ask that the details are emailed so the complaint can be formally logged and reviewed.

This single point of contact allows us to:

• Log your complaint correctly

• Review all details and evidence

• Ensure nothing is missed

• Keep communication clear and consistent

What Information to Include

• To help us resolve your complaint as quickly as possible, please include:

• Your name and contact details

• Order number (if available)

• A clear description of the issue

• Any relevant photos, videos, or supporting information

If anything is missing, we will let you know.

What Happens Next

Once your complaint is received:

1. Acknowledgement

We will acknowledge your complaint within 24 working hours and confirm that it has been logged.

2. Review

We will review the details, including any supporting evidence, and assess the situation based on facts.

3. Updates

We will keep you informed throughout the process. Even if there is no update yet, we will let you know where things stand.

4. Resolution

We will explain the outcome clearly, including any actions being taken and relevant timescales.

Communication During a Complaint

To avoid confusion and delays:

All complaint-related communication is handled via

customer.services@benchmarkkennels.co.uk

We ask that all replies, updates, and evidence remain on the same email thread

This ensures consistency, traceability, and faster resolution

If you contact another team member directly, you may be redirected back to this email address so the complaint can be managed properly.

Our Approach to Complaints

We aim to:

• Take ownership rather than assign blame

• Communicate clearly and honestly

• Act on facts, not assumptions

• Resolve issues without you needing to chase us

Where appropriate, we also review our processes to prevent similar issues in the future.

Escalation

Some complaints may require escalation, for example, where safety, welfare, or complex issues are involved.

Escalation is handled internally at the appropriate level, and you will not be asked to repeat information you have already provided.

Our Aim

Our goal is not only to resolve individual complaints, but to continually improve how we work.

We appreciate you taking the time to raise concerns and giving us the opportunity to put things right.