"More Than Just A Dog Trainer"
1.Purpose of Policy
We are committed to delivering a high standard of service. We welcome all enquiries, and we take appeals and complaints seriously as part of our continuous improvement process.
2. Scope
This procedure covers:
General enquiries about our services and that of all our Spirit Dog Trainers and exclusive franchise owners.
Appeals against decisions made by end users against franchise owners, trainers being trained and own staff and complaints regarding services received, staff conduct, or organisational processes
3. Enquiries
Enquiries are requests for information or clarification.
How to Make an Enquiry: Contact us directly by phone (07742 432441), email (admin@essentialcaninelifeskills.co.uk), or through our website.
Response Time: We aim to acknowledge enquiries within 2 working days and respond fully within 5 working days.
4. Appeals
Appeals are formal requests to review or reconsider a decision.
Grounds for Appeal: Appeals can be made if you believe a decision was made in error or without due process.
How to Appeal: Submit a written request within 10 working days of receiving the decision, stating your reasons and providing any supporting evidence to our Managing Director. Emma Frost
Appeals are reviewed by the Managing Director if not involved in the original decision.
Outcome Notification: We will respond within 15 working days of receiving the appeal.
5. Complaints
Complaints are expressions of dissatisfaction. In the first instance a complaint should be made directly with the Franchise Owner or Spirit Dog Trainer and all attempts to rectify should be with them.
All franchise owners should report all complaints back to the Managing Director, by email, where they will be held on record. In the case of Franchise Owners any franchise owner having more than 2 formal complaints against them in one year will be called in to a review meeting. If a franchise owner has 3 or more complaints against them in any one year, then their contract could be revoked or renewal not offered.
In the case of independent Spirit Dog Trainers if a complaint is received then contact will be made by Emma Frost and the trainer will be invited to a meeting to discuss the complaint. If the complaint is upheld and it is considered to be in breach of the signed Code of Practice, then they will no longer be able to use the title or any linked logo.
If the complaint of any clients of Spirit Dog Trainers or Franchise owners are unable to be resolved, then they should be escalated to the Managing Director with all supporting evidence.
Complaints can be submitted in writing, by email.
Included in complaint should be:
Details of the issue, relevant dates, names of individuals involved (if known), and desired resolution.
Acknowledgement: We will acknowledge receipt within 3 working days.
Investigation: The Managing Director will investigate the complaint impartially.
Outcome: We aim to provide a written response within 15 working days.
Escalation: If unsatisfied with the outcome, you may request a further review from our internal verifier, Nicki Kelly (castlepoint@essentialcaninelifeskills.co.uk)
6. Confidentiality and Record-Keeping
All enquiries, appeals, and complaints are handled confidentially and in line with data protection legislation. Records are kept securely and only shared with those directly involved in resolving the issue.
7. Continuous Improvement
All feedback is used to inform improvements in our services and processes. Trends in appeals and complaints are regularly reviewed by the Managing Director
8. Contact Details
admin@essentialcaninelifeskills.co.uk, 07742 432441
"More Than Just A Dog Trainer"