Complaints Policy

1. Scope

This policy covers complaints about our service — for example registry records, account handling, the website, our telephone lines, billing, or the conduct of our staff. It does not cover ownership disputes between individuals: a registration on our database is evidence of a registry entry, not conclusive legal proof of ownership, and we cannot adjudicate who owns an animal.

2. How to complain

• Email — support@aegispethub.co.uk with “Complaint” in the subject line.
• Telephone — general support on our office-hours line, Monday to Friday 10am–6pm. (The 24/7 line on 020 8051 2117 is reserved for microchip enquiries and reunification; if you raise a concern there we will log it and pass it to the complaints process.)
• Post — write to Aegis Pet Hub Ltd at our registered office address (shown on correspondence and at Companies House).

3. Accessible ways to complain

If you need to complain in a different way — for example by telephone because written channels are difficult for you, with the help of a representative, or with our replies in an alternative format such as large print — tell us and we will accommodate this wherever we reasonably can. See also our Accessibility Statement at /accessibility.

4. What to include

• Your name and contact details.
• The microchip number or account email involved, if relevant.
• What happened and when, and any reference numbers.
• What outcome you are seeking.

5. Our process and timescales

1. Acknowledgement — we aim to acknowledge your complaint within 3 working days and give you a reference.
2. Investigation and response — we aim to give a full response within 10 working days. If the matter is complex we will tell you why, and when to expect our answer.
3. Review stage — if you are unhappy with the response, ask for a review; a senior person not involved in the original decision will re-examine it and aim to reply within a further 10 working days.

6. External routes

• Data protection — if your complaint concerns personal data, you may complain to the Information Commissioner’s Office at ico.org.uk at any time.
• Consumer purchases — for complaints about goods or paid services, you may seek advice from Citizens Advice, and nothing in this policy affects your statutory consumer rights or your right to go to court.
• Regulatory matters — concerns about microchip database obligations may also be raised with the relevant authority for your nation; our current regulatory status is described at /regulatory-status.

7. Recording and learning

We log complaints, track them to resolution, and review them periodically to improve the service. Complaint records are handled in line with our Privacy Notice at /privacy.