Crufts Club - Complaint Policy

Crufts Club is a paid web platform operated by The Royal Kennel Club, providing members with access to a range of benefits and discounts offered by third-party partners.

Complaints may relate to:

• The Crufts Club platform or membership access (handled by The Royal Kennel Club)

• A third-party product or service accessed via the platform (handled by the partner)

• Subscription payments or billing (processed by Stripe)

Where a complaint relates to a third-party offer, customers should first contact the partner directly using the details provided within the relevant offer or in the FAQ section. Each partner operates its own complaints process.

Subscription payments are processed securely by Stripe. Any payment disputes, failed payments, duplicate charges, refunds, or charge-related queries should be raised directly with Stripe or the customer’s card provider, using the guidance provided in the FAQ section.

The Royal Kennel Club does not process or store payment card details and is not responsible for payment processing, payment disputes, or charge decisions made by Stripe or by a customer’s card issuer.

If a customer is unable to resolve their issue through the partner or Stripe, they may submit a complaint to The Royal Kennel Club using the complaints form available in the FAQ section.

We will:

• Provide a fair and structured process for handling complaints relating to the Crufts Club platform

• Make the complaints process accessible via the Crufts Club platform

• Acknowledge and respond to complaints within stated timeframes

• Keep customers informed of progress where an investigation is required

• Maintain a complaints register and review feedback to improve our services

Complaints should be submitted to us where the issue relates to:

• Account registration or login problems

• Membership access or entitlement issues

• Technical problems with the website

• Incorrect or misleading information displayed on the platform

• Failure to access or redeem a listed benefit due to a platform issue

For issues relating to:

• The quality, delivery, availability, or performance of a third-party product or service, customers should contact the partner directly.

• Payment failures, duplicate charges, refunds, or disputes: customers should follow the Stripe guidance provided in the FAQ section or contact their card provider.

Customers can submit a complaint using the complaints form available in the FAQ section of the Crufts Club platform.

Ackownledgement

We will acknowledge receipt of a complaint within 5 working days via email or other appropriate contact method.

Investigation and Response

We aim to provide a substantive written response within 10 working days of the acknowledgement.

Our process includes:

Step 1 – Receiving the complaint

Complaint logged and acknowledged. The case is assigned to the relevant team.

Step 2 – Assessing the complaint

We will determine:

• The nature of the issue (e.g. account, access, technical, partner-related)

• Whether the matter falls within The Royal Kennel Club’s responsibility

• Whether information is required from a third-party partner

Step 3 – Investigating

We will investigate whether there has been a failure in our service and identify any corrective actions required. Where necessary, we may contact a partner for information, although responsibility for partner products and services remains with the partner.

Step 4 – Resolution

We will inform the customer of the outcome in writing and:

• Resolve the issue where it falls within our control, or

• Provide guidance or referral where the matter must be resolved by a partner or payment provider

Where a complaint involves multiple teams or third-party input, resolution may take longer. In such cases, we will provide regular updates and an expected timeframe for completion. Complaints may be escalated internally where appropriate.

We will confirm the outcome in writing and complete any agreed actions. Where applicable, we will provide confirmation of any adjustments, corrections, or next steps.