Complaints Policy

1. Introduction

AniMap UK Limited ("AniMap", "we", "our", or "us") aims to deliver a high standard of service to pet keepers, implanters, breeders, and welfare organisations. If something falls short of your expectations, we want to hear about it so we can put it right and learn from your feedback.

This Complaints Policy explains how to raise a complaint, what we need from you, how we will handle your concerns, and what you can do if you remain dissatisfied after our final response.

2. Scope

This policy applies to complaints about AniMap's services and operations, including for example:

• Microchip registration, lookup, or keeper updates on the AniMap database
• Website, account, or dashboard access and functionality
• Orders, deliveries, billing, or payments for products purchased directly from AniMap
• Customer or implanter support and communications

If your concern relates to goods or services bought through a third party, we may ask you to contact them in the first instance, but we will still advise you if we can help directly.

3. How to Contact Us

Contact Details:

AniMap UK Limited

Email: support@animap.co.uk

Telephone: 0208 051 2117

Please mark your email or message clearly as a complaint so we can prioritise it correctly.

4. What to Include

To help us investigate quickly, please provide where possible:

• Your full name and preferred contact details
• A clear description of what went wrong and what outcome you are seeking
• Relevant dates and any reference numbers (for example order, microchip, or account details)
• Copies of any earlier correspondence or screenshots that support your complaint

5. How We Handle Complaints

When we receive your complaint, we will:

• Acknowledge receipt without undue delay
• Review the information you have provided and, where needed, ask proportionate follow-up questions
• Investigate fairly, including by checking our records and speaking to relevant internal teams
• Send you a written response setting out our findings and any actions we propose (for example a correction, apology, refund where appropriate, or explanation)

6. Response Times

We aim to acknowledge complaints within 5 working days of receipt.

We aim to provide a substantive response within 15 working days for straightforward matters. More complex cases may take longer; if so, we will keep you informed of progress and revised timescales where practicable.

7. Escalation

If you are not satisfied with our initial response, you may ask for your complaint to be escalated for an internal review. Please reply to our correspondence explaining why you disagree and what you would like us to reconsider.

An escalated complaint will be reviewed by a senior member of the team who was not the primary decision maker on the first response, where reasonably possible.

8. If You Remain Dissatisfied

After we have sent our final written response, if you remain unhappy you may seek independent advice. For general consumer matters in the UK, organisations such as Citizens Advice may be able to help you understand your options.

Nothing in this policy affects your statutory rights. Depending on the nature of your dispute, other routes (for example alternative dispute resolution where applicable, or the courts) may be available.

9. Confidentiality and Records

We will handle your complaint and personal data in line with our Privacy Policy. We keep records of complaints for a reasonable period to monitor quality, training, and regulatory needs.

10. Policy Updates

AniMap may update this Complaints Policy from time to time. The latest version will be published on this page with the updated date shown above.