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FAQs

Find out if we cover your area

We do not share your information with any third party and destroy it as soon as we do not need it. Please read our full Privacy Policy or contact us for more information.

How does Friends for Pets work?

    You contact Friends for Pets by telephone, email or online booking form.
  • After your initial enquiry by telephone, email or online booking form, one of the team will contact you for a little more information on your pet. If, after some more information about us you would like to meet one of the team we will set up a home visit. If you require dog boarding you and your dog will be matched with a suitable pet carer and you will both visit the pet carers home. For all other services one of the team will visit your home. This is free of charge service to ensure you, your pet and our pet carer are happy with the arrangement.
  • At the initial home visit you will go through a form with your pet carer and go through your requirements in a lot more detail.
  • After the home visit you will then be asked to confirm whether you are happy to proceed with the booking and we will confirm it for you.
  • After each visit to your home or boarding, your pet carer will fill in a diary of what your pet has been up to during the time that you have been unable to care for them and this will be left with you.
  • If you would like to re-book you can phone up your local team or email through again. We will endeavour to match you with the same pet carer each time you book so that your pet carer and your pet build up a close relationship.

How do I know that I can trust your company?

We are fully insured and all of our pet carers are DBS checked. Each of our pet carers go through a vigorous recruitment process and training and we also obtain references for each of our pet carers. All of our dog boarders are home checked.

Are you insured?

Yes

Why don't you have marked cars or vans?

On hearing the horror stories of other pet care companies that have marked vans we have very much decided against it. We are VERY security conscious and do not want to attract the attention of people by arriving in a marked van to advertise the fact that you are on holiday and there is no-one at home. Unlike other companies, we do not leave your house keys with your address details in our cars and vans whilst we are out walking for them where they can be stolen. We offer a very discreet service to ensure your security.

What happens if my pet is ill whilst in your care?

At the home visit, one of the questions we ask is your veterinary details. If we are in doubt as to whether your pet is ill we will contact you or your emergency contact and take them to the vet if we both decide that it is necessary. We will then take the advice of a Veterinary Surgeon and keep you or your emergency contact informed about whatever the Veterinary Surgeon advises. In an emergency, your pet carer will take your pet to the closest Vet and ring you and their manager as soon as they can.

Is my pet carer trained in Animal Care?

All new pet carers are given the opportunity to undertake our in house pet sitter award scheme. This training involves training in Animal Nutrition, Health and Welfare, Behaviour, Pet First Aid, Walking Tips and much much more! Lots of our pet carers already hold animal based qualifications when they start with us. We also have our own Qualified Pet First Aid Instructor and Registered Veterinary Nurse on hand to help with any queries and provide support to all of our pet carers.

How do I know my pet will be well cared for?

Animal Welfare is our top priority at Friends for Pets and we base all of our services around keeping our client’s pet’s welfare at the highest standard it can possibly be.

What happens if my pet carer goes on holiday or is ill?

If you would like a substitute pet carer we will arrange for another of our team to pop and meet you and cover any booking that you require whilst your regular pet carer is unavailable. This is a huge benefit in using a company with a team rather than a ‘one-man’ company.

How do I pay?

The easiest way to pay is via bank transfer as there is no charge for this and it is convenient. You can also pay by cheque made out to Friends for Pets and sent to your local office. All payment details are included on the invoice.

FRIENDS FOR PETS PRIVACY POLICY 2018

Friends for Pets ( "We" ) are committed to protecting and respecting your privacy. This policy (together with our terms of use https://www.friendsforpets.co.uk/terms-and-conditions) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. For the purpose of the General Data Protection Regulation (GDPR), the data controller is RWJW Limited of Nether Crag, School Lane, Rowberrow, Somerset, BS25 1QP. Our nominated representative for the purpose of the regulation is Rebecca Wilson.

WHAT INFORMATION DO WE COLLECT FROM YOU?

We will collect and process the information you give us when filling in forms on our website www.friendsforpets.co.uk or by correspondence with us on the phone, e-mail or otherwise. This includes information you provide to register your interest in using our services, subscribe to our newsletter, confirming a booking with us, making a job application or franchise information enquiry and when you alert us to an issue with our website or company. The information you give us may include your name, address, e-mail address and phone number. If you do not wish to provide some of this information it may make it more difficult for us to carry out a booking for you but we will do our best to help you with whatever information you feel happy providing. Website usage is collected using cookies. Information about our website users may be collected by google analytics to help us improve and optimise our site for our users.

SENSITIVE DATA

For people who go on to become pet carers, we ask for you to obtain and to show a copy of a CRB or DBS check certificate to the area manager. This is done at the final point of recruitment and the purpose is to promote the security of our client’s homes and pets that you have access to during your work with us. We do not store a copy of this, only that we have seen it and that it was positive. We ask team members to hold on to this copy themselves in case a client wishes to see it. If any discrepancies are highlighted in the CRB or DBS, pet carers will be given the opportunity to discuss and explain these. If the manager is unsure how to proceed they may discuss this in person, not via email, with Rebecca Wilson at head office but anonymising the pet carer in question.

HOW WILL WE USE THIS INFORMATION ABOUT YOU?

We use information you have given us to provide you with the information and services that you request from us. If you agree, we will contact you via e-mail only to send you a newsletter containing company news, changes or updates to our services, details of upcoming events and career opportunities on an infrequent basis. We use information collected from the website by cookies to personalise your repeat visit to our website. We do not share your information that we collect to third parties.

HOW DO WE STORE YOUR INFORMATION?

All information you provide to us is stored on our secure servers. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Our site is secured with SSL Certificates and we review our IT security on a frequent basis to ensure that we have the latest updates and software. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access. Your information will be removed from our day-to-day database and archived and anonymised after one year of you not using our services. We delete any excessive data. All paper documents will be disposed of securely. If you wish for us to keep your data for longer than this please let us know. We are happy to reinstate your information at any point in the future should you wish to use our services again.

KEEPING YOUR INFORMATION UP TO DATE

If any information about you or your pet changes then please let us know so we are able to update our records. We will ask you to fill in a registration form on an annual basis as a matter of routine just to ensure we have everything up to date.

WHO HAS ACCESS TO YOUR DATA

Your personal information can be accessed by the local franchisee or manager and Friends for Pets head office. Friends for Pets uses sub-contractors ( "pet carers" ) to carry out services for us and they will be provided with your details in case of an emergency with your pet and also so they are able to find your home to carry out your booking with us. You will have the opportunity to meet your pet carer who is carrying out a booking for you to ensure you are happy with these arrangements beforehand. If you do not wish for a pet carer to be given access to any part of your information then please let us know. In the event that we sell or buy any business or assets, we will disclose your personal data to the prospective seller or buyer of such business or assets but as late on in the process as possible. If Friends for Pets or any of it’s franchises are acquired by a third party, the personal data held by it about its customers will be one of the transferred assets.

MARKETING

We would like to send you electronic information about company news, changes or updates to our services, details of upcoming events and career opportunities on an infrequent basis which may be of interest to you. We only use email marketing from email addresses from our staff, clients and people who have opted in to our mailing list. If you have consented to marketing you may opt-out at any time at a later date. For existing customers before May 2018, the ‘soft opt-in’ option will apply to those that have not taken up the opportunity to opt out of our mailing lists. You are given the opportunity in every newsletter to opt out of the mailing list. If you no longer wish to be contacted for information updates you can let us know at any time of click the ‘unsubscribe’ button in every newsletter. If you are not opted-in to our mailing list we will only contact you regarding a specific booking. We send our invoices via email to help save costs and the environment. The invoice contains your name and address. If you would prefer to receive the invoice in an alternate method please let us know.

ACCESS TO YOUR INFORMATION AND CORRECTION

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us using the contact details at the end of this Privacy Policy. We may make a small charge for this service. We want to make sure that all information we hold is accurate and up to date. You may ask us to correct or remove information that you think is inaccurate.

COOKIES

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For further information visit www.aboutcookies.org or www.allaboutcookies.org. You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However in a few cases some features of our website may not function as a result.

CHANGES TO OUR PRIVACY POLICY

Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy. This privacy policy was last updated on 18th May 2018.

YOUR RIGHTS

You have the right to ask us not to process your personal data for newsletter purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes. You can exercise your right to prevent such processing by leaving ‘opt-in’ boxes un-checked on the forms we use to collect your data. You can also exercise the right at any time by contacting us at via email or writing to us using the details at the bottom of this document or clicking unsubscribe on all newsletters. Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

COMPLAINTS

We take the handling of people’s data very seriously so will do our very best to resolve any issue that may crop up promptly. Please contact us as soon as you can on the details at the bottom of this document. If you do not feel that we have resolved your complaint satisfactorily you have the right to lodge a complaint with the Information Commissioner’s Office.

HOW TO CONTACT US

Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to headoffice@friendsforpets.co.uk or Friends for Pets,
Nether Crag,
School Lane,
Rowberrow,
Somerset,
BS25 1QP.