The Association of Microchip Database Operators (AMDO) is committed to meeting the expectations of our members, industry stakeholders, pet professionals and members of the public. If someone is unhappy with what AMDO or one of our members has done, we’ll try to address their concerns and make any appropriate changes to put things right.

Wherever possible we’ll try to resolve complaints informally without the need for them to be escalated to a regulatory or governing body.

Who can complain?

We will consider a complaint from anyone affected by their experience of AMDO or one of its members.

If an individual is considered vulnerable or unable to make a complaint, it may be possible to accept a complaint made on their behalf, such as by a relative or carer (subject at all times to establishing their authority to represent the complainant).

If an individual faces difficulties in pursuing their complaint or otherwise making use of our services because of a disability, we will do our best to make reasonable adjustments as necessary to our procedures in order to accommodate their needs. We will explain to the complainant how we propose to accommodate their needs or if we are unable to meet their request we will explain why.

AMDO will not respond to anonymous complaints unless these concern animal welfare or criminal activity (fraud, theft etc).

You should only refer a compliant to AMDO about member or non-member database if you have exhausted the complaints process with that organisation.

Before contacting us, you should also check to see if we’ve already published information to answer your query in our Help Centre.

Receipt of complaints

We have separate processes for complaining about Databases and complaining about AMDO. Please check the individual sections below.

Unreasonable behaviour

We reserve the right to reject complaints which are abusive or characterised by unreasonable behaviour whether in terms of the nature of the complaint or the manner in which it is pursued.

We reserve the right to take appropriate action in cases where a complainant behaves unacceptably. This may involve restricting the manner in which the complainant may communicate with AMDO or its members.

Principles

Fairness – Similar complaints will be assessed in the same way to ensure consistency of approach to all investigations and responses.

Objectivity – The investigation and treatment of complaints will be carried out objectively. Any potential or actual conflict of interest on the part of investigators or other people involved in handling the complaint must be declared.

Confidentiality – It is important that in order not to prejudice potential investigations, any interviews are kept confidential and not discussed with colleagues unless they are directly involved in either the situation which gave rise to the complaint, or in the investigation of the complaint.

Compliance

AMDO complies with legislation both in relation to the business it conducts and in dealing with complaints.

Retention of personal information

Any records will be kept confidential and retained in accordance with AMDO’s privacy policy. (https://www.amdo.org.uk/privacy-policy-2/)

Timescales

We will aim to acknowledge receipt of a complaint in writing (by email) within 10 working days.

We aim to investigate and resolve uncomplicated complaints in relation to AMDO within a further 10 working days.

Where investigation involves a member organisation, or speaking to a number of different individuals, this may take longer, but the complainant will receive regular updates and we aim to resolve all complaints within 2 calendar months of receipt.