​
Dog Removal Policy & Complaints Policy

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

Part A: Dog Removal / Dismissal Policy

Purpose To set out clearly and fairly the circumstances in which TDT UK may remove a dog from a training or assessment programme, protecting the safety and wellbeing of all clients, dogs, and staff.

1. Grounds for Removal A dog may be removed from a class or programme, temporarily or permanently, where: - It displays behaviour posing a genuine safety risk to people or other dogs (e.g., unmanaged aggression, biting, or repeated uncontrolled lunging). - It shows signs of significant stress or poor welfare that continuing would worsen (in which case removal is for the dog’s benefit, and we’ll discuss alternative approaches with the owner). - The handler repeatedly disregards trainer instructions relevant to safety. - The handler is verbally or physically abusive towards staff, other clients, or dogs. - Health and vaccination requirements are not met.

2. Process
• Where possible, we will give a verbal warning and offer guidance to address the issue before removal.
• In cases of immediate safety risk, a trainer may ask a dog/handler to leave a session immediately, with a fuller conversation to follow.
• Following removal, we will discuss with the client whether 1:1 sessions, a referral to a behaviourist, or a different programme structure may be more suitable.
• Fees already paid for undelivered sessions will be handled in line with our refund policy, save where removal was due to client conduct (e.g., abuse toward staff), in which case no refund will be given for the remaining sessions.

3. Appeals Clients who disagree with a removal decision may raise this via our Complaints process

 
Part B: Complaints Policy Purpose To ensure any concerns raised by clients are handled fairly, promptly, and consistently.

1. How to Complain Complaints can be made by email to Carol Lincoln, at carol@therapydogtraining.co.uk by phone 07932 916363. Please include as much detail as possible, including dates and names of anyone involved.

2. Our Process

1. Acknowledgement: We will acknowledge your complaint within [3] working days. 
2. Investigation: We will look into the matter, which may include speaking with the trainer(s) involved and reviewing any session notes.
3. Response: We aim to provide a full response within [10] working days. If this isn’t possible, we’ll explain why and give a revised timeframe.
4.Resolution: Where a complaint is upheld, resolution may include an apology, a partial or full refund, additional free sessions, or a change in how future sessions are delivered.

3. If You’re Not Satisfied If you remain unhappy with our response: - For general consumer disputes, you may be able to use an Alternative Dispute Resolution (ADR) provider [name one if you’re signed up to a scheme]. - For data protection complaints specifically, you may contact the Information Commissioner’s Office (ICO). - For complaints relating to safeguarding at a partner institution (e.g., a school or care home), the institution’s own safeguarding policy will also apply.

4. Our Commitment We will not treat any client less favourably for having made a complaint in good faith.

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