Our Commitment to You: Feedback and Concerns

We hope that you never have a reason to express customer service complaints about Pet Lighthouse, but we understand that there may be times when we fall short.

We encourage you to raise any concerns as soon as they arise, as this allows us the opportunity to adapt our approach to better meet your specific needs - every pet and every family is unique, and we aim to reflect that at Pet Lighthouse. 

If this is not feasible, or if your concern comes up later, please email support@petlighthouse.co.uk. We strive to respond to your complaint within 14 days. 

Should we be unable to resolve your complaint through our own processes, the Veterinary Client Mediation Service (VCMS) is available to assist with complaints about the animal care or customer service you have received that have been raised with us but remain unresolved: https://www.vetmediation.co.uk/ 

The vets working for Pet Lighthouse are all regulated by the RCVS (Royal College of Veterinary Surgeons): https://www.rcvs.org.uk/