Complaints & Dispute Resolution Policy

TDT UK Last updated: [16/09/2026]

Purpose To make sure any concern raised by a client is handled fairly, promptly, and consistently, and that both parties have a clear route to resolution if a disagreement can’t be settled informally.

1. Our Commitment We welcome feedback, including complaints, as a way to improve our service. We will not treat any client less favourably for having made a complaint in good faith.

2. Informal Resolution Many concerns can be resolved on the spot through a conversation with your trainer. We encourage clients to raise issues as soon as they arise so they can be addressed quickly.

3. Formal Complaints Process If a concern isn’t resolved informally, or is serious enough to raise formally, clients can submit a complaint by: - Email: carol@therapydogtraining.co.uk - Phone: [07932 916363] - Post: [TDT Canine Service UK Ltd (correspondence address 2 Manor Daf Gardens, St Clears Carmarthenshire SA33 4ES] Please include: your name, the date(s) involved, the trainer/session concerned, and as much detail as possible.

Our process: Step Acknowledgement of your complaint Investigation (may include speaking to staff, reviewing session notes) Full written response Timeframe Within [3] working days Within [7] working days Within [10] working days of receipt If we need longer, we’ll tell you why and give a revised timeframe.

4. Possible Outcomes Depending on the complaint, resolution may include: - An apology and explanation - A partial or full refund - Additional sessions at no charge - A change in trainer or approach for future sessions - No further action, with reasons explained, where a complaint isn’t upheld TDT Canine Services UK Ltd | Company No. 12199362 | Summers Hill, Clarbeston, Pembrokeshire, SA63 4QZ www.tdtuk.co.uk | www.therapydogtraining.co.uk

5. If You’re Not Satisfied With Our Response
• Alternative Dispute Resolution (ADR): [name your ADR provider here if you’re signed up to one — many trade bodies offer or require this].
• Professional body: if relevant, complaints about training standards may also be raised with [APDT UK / IMDT / ABTC or your own professional membership body].
• Small Claims Court: for unresolved financial disputes under £10,000 (England & Wales).
• ICO: for complaints specifically about how we’ve handled personal data (ico.org.uk).
• Institutional safeguarding process: where a therapy/assistance visit is arranged through a school, college, care home, or hospital, their own complaints procedure may also apply.

6. Record-Keeping We keep a record of all formal complaints and their outcomes for [3 years], in line with our Privacy Policy, to help us identify patterns and improve our service. TDT Canine Services UK Ltd | Company No. 12199362 | Summers Hill, Clarbeston, Pembrokeshire, SA63 4QZ www.tdtuk.co.uk | www.therapydogtraining.co.


TDT Canine Services UK Ltd | Company No. 12199362 | Summers Hill, Clarbeston, Pembrokeshire, SA63 4QZ www.tdtuk.co.uk | www.therapydogtraining.co.uk