Raising a Concern or Grievance
Pet Revolution Ltd T/A WildWash is committed to providing a fair, transparent and respectful process for anyone affected by our business to raise a concern or grievance.
This process is available to customers, employees, suppliers, contractors, retail partners, community members and any other stakeholder affected by Pet Revolution Ltd trading as WildWash.
What can be raised
- our products or services;
- the conduct of Pet Revolution Ltd trading as WildWash;
- the conduct of our employees, suppliers, contractors or business partners where it relates to our operations;
- customer treatment, accessibility or discrimination;
- employment or workplace concerns;
- environmental or social impacts connected with our activities;
- ethical, human-rights or responsible-business concerns;
- privacy, data handling or other stakeholder impacts.
A grievance will normally be accepted where it relates to Pet Revolution Ltd T/A WildWash, or to an activity, product, service, supplier or partner connected with our business, and where enough information has been provided for us to understand and investigate the concern.
If a matter falls outside our responsibility, or there is insufficient information for us reasonably to investigate it, we will explain this to the person raising the grievance.
How to raise a grievance
- Email: [email protected]
- Through our website contact form
Please provide as much relevant information as possible, including what happened, when it occurred and, where appropriate, what outcome you are seeking.
What happens next
- Acknowledgement
We will normally acknowledge your grievance within 5 working days. - Initial assessment
We will review the information provided, determine whether any further information is required and identify the appropriate person to investigate the matter. - Investigation
The grievance will be considered fairly and impartially. We may gather relevant information and speak with those involved where appropriate. Confidentiality will be maintained wherever reasonably possible. - Keeping you informed
We will keep you updated throughout the process. Where an investigation requires additional time, we will normally provide an update at least every 10 working days until the matter is resolved. - Outcome and resolution
Once the investigation is complete, we will communicate the outcome to you and, where appropriate, explain any action taken, any corrective or preventative measures introduced and, where a requested action cannot be taken, the reasons why.
Confidentiality and protection from retaliation
Pet Revolution Ltd T/A WildWash will not tolerate retaliation against anyone who raises a concern in good faith.
Grievances will be handled confidentially wherever reasonably possible, and personal information will only be shared where necessary to investigate the concern or comply with a legal obligation.
Our commitment
We value stakeholder feedback and view grievances as an important way to identify problems and improve our products, services and business practices. All concerns will be treated seriously, respectfully and fairly.
