Complaints Procedure

At WORTH Dog Bakery, we pride ourselves on providing high-quality handmade dog treats and excellent customer service.

We understand that things may occasionally not go as expected. We take complaints seriously and aim to resolve them fairly, promptly and courteously.

Email: hello@theBCDog.co.uk

Post:

Please include:

• Full name
• Contact details
• Order number, where applicable
• Details of the complaint
• Relevant photographs, where appropriate

1. Step 1: Acknowledgement

   We will acknowledge a complaint within three working days of receiving it.

2. Step 2: Investigation

   We will investigate the matter fully. This may include reviewing order information, discussing the issue with the team and requesting additional information or photographs.

3. Step 3: Resolution

   We aim to provide a full response within 14 working days.

   Where appropriate, resolutions may include:

   • Replacement products
   • A refund
   • Store credit
   • An apology and explanation
   • Improvements to our processes

If we cannot resolve a complaint directly, we will explain any further options that may be available, including contacting Citizens Advice Consumer Service or Isle of Wight Trading Standards.

Complaints are recorded and reviewed to help improve our products, packaging, customer service and overall customer experience.