What are catteries like?

DogsBody

In my experience of dealing with my boss, make sure you have a witness to your conversation if you intend to take it further. Every complaint my boss receives is 'the first one ever', and the customer who dares to complain is always rubbished to everyone, their face, all over the county, etc, etc. Those who have tried to take it further have basically been called liars ('I never said that, you have misunderstood', etc, etc), and unfortunately it comes down to one word against another. Your local council environmental health department is responsible for licensing (all cat and dog boarding establishments HAVE to be licensed by law, this should be on display at the premises). A word of warning though, IME it is very hard to get any action out of the licensing authority especially if you are the only one who has complained.

If it was dogs instead of cats, I'd think you'd been visiting us! And perhaps the staff member who is being blamed would have a very different story to tell.

Oops, just realised I'm probably too late for this to be any use to you. Hope it went OK anyway.
Hope your mogs are non the worse for their ordeal, and you get some satisfaction from this 'person'.

If you are interested, you can download the model license conditions that catteries should comply with from the Chartered Institute of Environmental Health (CIEH) website.

Drea

Thanks, will have a look at that website.

She went on and on a bit again and the new thing is that I must do this to every cattery, going around all the catteries in Cardiff. It really is laughable. The fact is I never mentioned a refund, she did, I just accepted it.

She made me sign something in case I took it further, I amended what she had written though to state which parts I disagreed with and what I found irrelevant, she wasn't pulling that one on me! In a way I feel sorry for her, she's obviously taken it very personally and forgotten to act professionally. She's just made a complete idiot of herself to be honest. Anyway I got my money back and my cats are back to their normal selves so I guess there's no major harm done and I know not to go there again! Definitely the posh cat hotel if I need to leave them somewhere next time