Petgevity complaints

Our approach to your feedback and how to make a complaint

Unhappy with your Petgevity experience? We’d like to hear from you.
Our definition of a complaint is ‘any expression of dissatisfaction, whether written or verbal’.
Hopefully our FAQs will answer any questions you might have. Otherwise, please contact us at
[email protected]
or on 0333 006 3211 (postal address below).

Our complaints process

How do I make a complaint?

Please first check our FAQs section to see if it answers your questions. If not, you can contact us via the ways shown on this page.

What information do I need to provide?

Please include your name, address, date of birth (for verification reasons), policy/quote number, plus a brief outline of your complaint. We’ll then respond to you as soon as we can.

What happens next?

Your complaint will be assigned to our complaints team. They’ll acknowledge your complaint in writing within 5 working days, issuing a final response within 8 weeks.

What if I’m not happy?

If you believe your complaint hasn’t been handled appropriately, or you’re unhappy with the outcome, it may then be referred to the Financial Ombudsman Service. You’ll have 6 months from the date of your final resolution letter to contact FOS.

Complaints FAQs

How long can I expect to wait for a call back from the complaints team?

You’ll receive a written acknowledgement within 5 working days of raising your complaint. We have up to 8 weeks to investigate and respond to a complaint, although we aim to contact you a lot sooner.

How long does Petgevity have to investigate my complaint?

We attempt to investigate and resolve complaints as quickly and efficiently as possible. We have up to 8 weeks to resolve a complaint and provide you with our final decision, although we aim to resolve issues before this.

How can I submit a complaint?

You can submit a complaint to [email protected] or via our address:

Britannia House,
3-5 Rushmills Business Park,
Bedford Rd,
Northampton
NN4 7YB

Alternatively, you can contact our customer service team by telephone on 0333 006 3211

What’s the difference between a summary resolution letter and a final resolution letter

When a complaint has been resolved within 3 working days, and the customer is happy with the outcome, we send a summary resolution letter. If the complaint can’t be resolved within 3 working days, we send a final resolution letter within 8 weeks.

When can I raise my complaint to the Financial Ombudsman Service?

If you’re still unhappy with the outcome of your complaint, you can escalate your case to the Financial Ombudsman Service on receiving the final response letter. You can also escalate directly to the Financial Ombudsman Service if you haven’t received a response to your complaint within 8 weeks.

What if I haven’t received a final resolution letter?

If your complaint was sent to us more than 8 weeks ago, you have the right to escalate your complaint to the Financial Ombudsman Service.