KittenList Complaints Procedure

Occasionally things can go wrong and there is a correct procedure to follow when thinking of making a complaint.

1) Collect your information together and talk to the person you brought the cat from or sold the cat to.

Always approach the person you brought the cat from/sold the cat to first to give them the opportunity to deal with your complaint. Keep a written record of all conversations to include the nature of the conversation and the date/time it took place (Particularly important if you are communicating by telephone). Often it is best to keep all communications in writing. Set out the facts clearly, in a logical order, and have all your evidence to hand. Keep your complaint as brief and to the point as possible – and always remain calm. Invariably the person will do everything they can to help solve the problem….and you should give them every opportunity to do so.

If communications have broken down, and you have purchased a ‘pedigree’ cat you may be able to refer the matter to a cat governing body – particularly if your complaint relates to registrations and mating/pedigree certificates. There are a number of governing bodies including GCCF, TICA, Felis Britannica, CFA etc. Many pedigree cat breeders in the UK are registered with GCCF & TICA – check this first. You would need to submit your initial complaint to the governing body in writing (and state ‘Complaint’ at the head of your letter). Inevitably they will want to see all your ‘written’ evidence – hence the importance of keeping good records! Actions, on your behalf, cannot be undertaken without documented evidence to support your claim. If the complaint is upheld, and dependent upon the nature of the complaint, governing bodies can take actions including the removal of the breeders from their registry.
Please see Articles Information Sheets List Of Official Governing Bodies and List Of Recognised Cat Clubs to find out about the various bodies and clubs particular guidelines.

If you have sold a cat, or have purchased a ‘non pedigree’ cat, and communications have broken down your recourse may be to seek legal advice. KittenList cannot offer legal action or legal advice and you would need to seek this independently.

KittenList will not intervene/arbitrate between breeders and sellers/buyers – or with governing bodies. We do not involve ourselves in business or other ‘trade’ disputes. We can only take actions regarding breeders/buyers listed on site and relevant to our site. We are happy to supply evidence where complaints have become a police matter (or where required by law). The police would need to request this information.

If your complaint is with regard to other (non cat related) goods/services purchased from this site you will need to contact the seller/purchaser direct.

For more information about our terms & conditions of use please visit: Here
 

3) My complaint has been upheld and I now wish to refer the matter to KittenList.

If you have been through 1 & 2 above, and your complaint has been upheld by a governing body or legal body, you may then wish to refer the matter to kittenlist. KittenList cannot take action on hearsay. We would need to see evidence that steps 1 & 2 above have been followed. Any official documents explaining why the complaint has been upheld and what formal/legal actions were taken.

KittenList can only take actions with regard to the website itself including the removal of adverts & listings and/or banning persons from using the site. If deemed important enough users can be banned for life.

You can contact us in the first instance Here setting out your complaint in brief. All communications are done via email.

If you believe you may have received a suspicious/scam email you should visit our Anti Scam Facilities - this is dealt with separately.