Complaints & disputes
Complaints and disputes: How it works
Caninecheck is a verification platform designed to support trust and transparency between pet owners and service providers.
We do not provide or manage pet care services directly. However, we take concerns raised about listed providers seriously where they relate to platform trust and verification.
This page explains how complaints are handled and what you can expect if you contact us.
1. What we treat as a complaint
A complaint is a formal report submitted to Caninecheck raising concerns about a listed provider in relation to:
- The accuracy of their verification or badge status
- Behaviour that may affect trust in the platform
- Serious professional concerns connected to a service
Caninecheck does not mediate service disputes, pricing disagreements, or scheduling issues.
We are not able to resolve private contractual matters between users and providers.
2. How to submit a complaint
Complaints must be submitted via an official Caninecheck channel.
When submitting a complaint, we will ask for:
Required Information
- Your name and contact email
- The provider’s name and Caninecheck profile
- The type of service involved
- The date or dates of the incident
- A clear description of your concern
Supporting Evidence (where available)
- Messages or communications
- Invoices or proof of service
- Photos or other relevant documentation
Providing evidence helps us assess concerns more accurately. Not all complaints will require the same level of documentation.
3. What happens after we receive a complaint
Once a complaint is submitted:
- We acknowledge receipt within 2 working days
- We carry out an initial review, usually within 5 working days
- More complex matters may take up to 14 working days
We may contact you for clarification if additional information is required.
We may also contact the provider to request information or a response where appropriate.
4. How complaints are assessed
Complaints are reviewed to determine whether a provider continues to meet Caninecheck’s verification and trust standards.
Our review process is:
- Neutral and evidence based
- Focused on platform integrity and verification
- Limited to badge status and platform access
Caninecheck does not determine legal fault, criminal liability, or civil responsibility.
If a matter appears to involve unlawful behaviour, we may recommend that the complainant contact the appropriate authorities.
Caninecheck does not investigate criminal matters but will comply with lawful requests where required.
5. Possible outcomes
Depending on the nature and severity of the concern, outcomes may include:
- No action taken
- Guidance or warnings issued to the provider
- Temporary restriction of badges or listings
- Suspension or removal from the platform
Any action taken relates only to the provider’s use of the Caninecheck platform and does not represent a legal judgment.
Caninecheck is not obligated to take action following a complaint.
6. Communication & updates
Where appropriate, we will:
- Confirm that a complaint has been reviewed
- Notify providers in a neutral and non accusatory manner
- Communicate outcomes once the process is complete
We may not be able to share detailed findings or evidence due to privacy and data protection obligations.
7. Limitations & scope
Caninecheck:
- Provides verification at a specific point in time
- Does not guarantee service quality or outcomes
- Is not a party to any agreement between users and providers
Pet owners and providers remain responsible for their own decisions and arrangements.
8. Misuse of the complaints process
We reserve the right to refuse, limit, or close complaints where:
- Insufficient information is provided
- The complaint falls outside the scope of this policy
- The complaint is repetitive, abusive, or made in bad faith
Should you have any questions surrounding our complaints and disputes process, please contact us at: support@caninecheck.com