How should you handle a grooming complaint?
25 August 2026·2 min read
A complaint is first a care and understanding problem. Deciding who is right before you know what happened makes both harder.
Listen for the outcome and the concern
Let the owner explain in their own words. Ask when they noticed the issue, what they expected and what the dog needs now. For a possible welfare concern, prioritise appropriate care and escalation.
Reflect the facts you understand without admitting something you have not investigated or dismissing what the client can see.
Review the record
Check booking answers, arrival notes, agreed changes, photos, messages, groom notes and the handover. Speak with the team member involved away from the counter.
Then offer a proportionate next step: clarification, an inspection, a correction where suitable, a refund decision or another resolution. Name who owns it and when the client will hear back.
Separate dissatisfaction from a service that may have failed a consumer guarantee. The ACCC says the available remedy depends on the service and whether the problem is major or minor. The business can assess the service first, but it can't replace a legal remedy with whatever option is cheapest for the diary.
Triage in this order: immediate dog welfare, injury or incident route; hear the owner; inspect and preserve the record; decide whether explanation, correction, refund or another remedy applies; notify the insurer or adviser where required.
Learn without creating blame
Record the complaint and outcome. Look for the process that could prevent a repeat: a clearer consultation, earlier approval, better notes or a more honest service boundary.
Close the loop with the client even when the answer is no. A firm decision delivered thoughtfully is better than silence.
Thank you for telling us. I understand your concern is [plain issue]. We'll review the agreed plan, notes and result by [time]. If [dog] needs immediate care, please contact [route] now. [Name] owns the response and will contact you by [channel].
Seglo note: A shared visit history gives the team the context needed to respond consistently.