Complaints Procedure
Last updated: February 2026
Mutt Den Ltd (Company Registration Number: 16789763, England & Wales) is committed to providing a high standard of service. We take all complaints seriously and aim to resolve them fairly, promptly, and transparently.
This Complaints Procedure applies to all users of our Platform, including dog owners, groomers, academy partners, and students. It complies with the Consumer Rights Act 2015 and relevant UK consumer protection legislation.
You can submit a complaint through any of the following channels:
- Email: support@muttden.com with the subject line "Formal Complaint"
- In-platform: Use the "Report" button on any review, message, or booking to flag an issue directly
- Support page: Visit our Support page to submit a ticket
When submitting a complaint, please include:
- Your full name and email address associated with your account
- A clear description of the issue
- Relevant dates, booking references, or groomer details
- What resolution you are seeking
- Any supporting evidence (screenshots, messages, photos)
| Stage | Timeline | Action |
|---|---|---|
| Acknowledgement | Within 2 business days | We confirm receipt and assign a case reference number |
| Investigation | Within 5 business days | We review your complaint, gather information from all parties, and investigate the matter |
| Resolution | Within 10 business days | We provide our findings and proposed resolution in writing |
| Complex Cases | Within 20 business days | If additional time is needed, we will inform you with an expected completion date |
If you are not satisfied with the initial resolution, you may escalate your complaint:
Stage 1: Internal Review
Reply to the resolution email stating you wish to escalate. A senior team member will review your case independently and respond within 10 business days.
Stage 2: Director Review
If you remain dissatisfied after Stage 1, email kieron@muttden.com with the subject "Director Escalation - [Case Reference]". The company director will personally review and respond within 15 business days.
Stage 3: External Resolution
If you are still unsatisfied after exhausting our internal process, you have the right to:
- Alternative Dispute Resolution (ADR): We participate in ADR where applicable. You may refer your complaint to a certified ADR provider.
- Online Dispute Resolution (ODR): EU/UK consumers can use the Online Dispute Resolution platform.
- Trading Standards: Contact your local Trading Standards office via Citizens Advice.
- Small Claims Court: For disputes under £10,000, you may pursue a claim through the County Court.
Groomers on Mutt Den are independent contractors, not employees. However, we take complaints about groomer conduct seriously and may take the following actions:
- Investigate the complaint and contact the groomer for their account
- Mediate between parties to find a resolution
- Issue warnings or require corrective action from the groomer
- Suspend or permanently remove a groomer from the Platform for serious or repeated breaches
- Facilitate refunds where appropriate through our payment system
For concerns about animal welfare during grooming, please also report to the RSPCA or your local authority's animal welfare officer.
If your complaint relates to how we handle your personal data, you may:
- Contact us at support@muttden.com with the subject "Data Protection Complaint"
- Lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk/make-a-complaint
We recommend raising data protection concerns with us first so we can attempt to resolve them before involving the ICO.
Mutt Den Ltd
Company Registration Number: 16789763 (England & Wales)
Email: support@muttden.com
Director escalation: kieron@muttden.com
Website: www.muttden.com