Our Complaints Policy
Service Agreement and Information
When checking your dog in for their appointment, please make any changes to their usual groom, including requests regarding coat length, style or finish, clearly known to your groomer before grooming begins.
We are always happy to discuss your requirements with you and clarify the desired style and length to ensure we have a clear understanding of what you would like before we begin.
If you have a concern or wish to make a complaint, we ask that you first ensure you have all the relevant information and a clear understanding of the issue.
Please explain your concerns calmly and respectfully, providing specific details and examples where possible, and let us know what outcome you are seeking. This enables us to properly understand the situation, investigate where necessary, and respond appropriately.
We are committed to listening to our customers and resolving genuine concerns fairly and constructively. By communicating openly and respectfully, we can work together towards an appropriate resolution.
The condition and appearance of your dog’s coat after grooming is significantly influenced by the care and maintenance provided at home between appointments.
Where a dog’s coat has become matted or heavily tangled, it may not be possible to brush or comb the affected areas without causing unnecessary discomfort. In these circumstances, the safest and most humane option may be to clip the matted areas away, rather than attempting to forcefully remove them.
Removing significant matting can result in shorter areas, visible gaps, uneven lengths or an inconsistent finish as the coat grows back. These results are a consequence of the existing condition of the coat and cannot always be avoided.
In addition, tightly formed mats can sit close against or around the skin, particularly within skin folds and other sensitive areas. Despite taking appropriate care and using professional grooming techniques, minor cuts, grazes or skin irritation can occasionally occur when removing severe or tightly attached matting.
Regular professional grooming and appropriate coat maintenance at home can help prevent severe matting and reduce the need for extensive coat removal.
Refunds are not offered on completed grooming services.
Please check that you are satisfied with the finish before leaving the salon.
Before you contact FCL to voice any complaints or issues regarding the detail, finish, or styling of your dog’s coat, please consider the limitations that may affect grooming. These may be evident initially at a free consultation or develop over time. We will inform you if we encounter any issues with your dog’s coat, skin, or behaviour that may affect our grooming services as described in our Limitations of Service.
Polite requests to make adjustments regarding grooming must be reported within 24 hours of your visit so that we can assess and correct any issues you may have. If you have changed your mind and want the coat shorter or longer than you requested at check-in, we can only address this at a future grooming appointment, where standard grooming charges apply.
Corrections or adjustments are easily made to groomed coats to ensure you receive the style and balance you require for your dog. We work extremely hard to ensure this is the case while working within our strict policy for your dog’s health, safety, and well-being.
Apparel, Leads, Collars, Harnesses, and Accessories
We recommend that you bring your pet for grooming with minimum restraints. Please take away extra accessories such as treat bags, poo bag holders and car seat restraints with you when checking your dog in at reception. We usually return your pet to the rest cage ready for pick up wearing their collar/harness and lead for safety reasons. If your pet chews or damages any restraints or accessories while waiting for pick up, Furst Class Lounge cannot be held responsible for the damage or replacement cost. If your dog will likely chew their restraints while in a rest cage, please clarify this when checking your pet at reception. Thank you.