I Have A Complaint About The Owner Or Pet
Available on Mobile/Desktop Browser or App? ✅ Yes, accessible on both mobile and web platforms.
Try resolving issues directly first. If that fails, submit a complaint to Support with full details and evidence. Early reporting helps ensure faster review and better outcomes under the Mad Paws Guarantee and platform policies.
Instructions
1. Attempt direct resolution first
- Where safe and appropriate, communicate with the pet owner via the platform
- Clearly explain the concern and try to agree on a solution
- Most issues are resolved at this stage without escalation
2. Escalate to Mad Paws Support
If the issue cannot be resolved, submit a complaint to Support as soon as possible.
Include the following details:
- Your details: Full name and contact information
- Booking reference: The relevant booking number
- Summary of the issue: Clear, factual explanation of what happened
- Desired outcome: What resolution you are seeking
- Supporting evidence: Screenshots, messages, photos, or any relevant documentation
3. Review and assessment
- The Support team will review the complaint based on the Mad Paws Terms of Service and available evidence
- Where needed, both parties may be contacted for clarification before a decision is made
Related Articles
- How to View Booking Status
- How do I Provide Feedback About a Pet to a Pet Owner?
- How To Raise A Dispute With A Booking?
- Can I Block A Pet Owner?
FAQs & Tips
FAQs
Can I leave a review for the pet owner? Yes. Reviews can be submitted after the booking is completed and help inform future sitters.
How long does complaint resolution take? Timeframes vary depending on complexity, but providing complete details helps speed up the process.
What if the issue is urgent? If there is immediate risk to safety (pet or person), contact Support straight away through urgent channels if available.
What if someone is injured or there is an emergency? Prioritise safety first and contact emergency services if required, then notify Mad Paws Support as soon as possible.
Tips
- Document Everything. Keep records of all communications and incidents for reference.
- Stay Calm and Professional. Maintaining a calm approach helps to resolve issues faster.
- Reach Out Early. Don’t wait too long to report problems—early intervention can prevent escalation.