Our goal is for your pet to enjoy a happy, healthy life and for us to be here in the moments you need us. If something is not quite up to scratch, please tell us and we will try to make it right as quickly as we can.
The quickest way is to get in touch through chat in the app or on our website, or by phone on +44 20 4652 4500.
If we are not able to resolve things to your satisfaction, you can make a formal complaint:
Email: complaints@lassie.co.uk
Phone: +44 20 4652 4500
Post: Lassie Pet Health, c/o DAC Beachcroft LLP, First Floor, Woolgate, 25 Basinghall Street, London EC2V 5HA
Once we have received your complaint, we will confirm receipt within 5 working days and do our best to resolve it within 4 weeks. If we cannot resolve it in that time, we will let you know when you can expect an answer. If it is still unresolved after 8 weeks, we will write to explain why and give you information about the Financial Ombudsman Service.
If you remain dissatisfied after our final response, you have the right to refer your complaint to the Financial Ombudsman Service (FOS), free of charge:
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
You must refer your complaint to the FOS within 6 months of the date of our final response letter. Using our complaints procedure, or referring your complaint to the FOS, does not affect your legal rights. 💛