Complaints Procedure
Last updated: 26 May 2026
1. Our commitment
We take all complaints seriously and are committed to resolving them fairly and promptly. If something has gone wrong, we want to know about it so we can put it right and improve the service.
2. Step 1 — Contact us directly
The fastest way to resolve any issue is to contact us directly: • Email: hello@barkevo.com • Subject line: include "Complaint" and your booking reference (if applicable) • Response time: we aim to acknowledge your complaint within one business day and resolve it within five business days. Please include: your full name, the email address on your account, a clear description of the issue, any relevant dates, and what outcome you are seeking.
3. Step 2 — Escalation
If you are not satisfied with our initial response, you may request that your complaint be reviewed by a senior member of the team. Email hello@barkevo.com and mark your email "Escalation request". We will provide a final written response within 14 calendar days.
4. Booking disputes
If your complaint relates to a specific booking — including service quality, no-shows, or requests for a refund — please use the dispute process on your booking page first. You can find this by going to your booking and clicking "Report an issue". This helps us investigate with both parties. Our cancellation and refund policy is available at barkevo.com/cancellation.
5. Data and privacy complaints
If your complaint concerns how we handle your personal data, you have the right to raise it with the Information Commissioner's Office (ICO) at any time: • Website: ico.org.uk • Helpline: 0303 123 1113 We encourage you to contact us first (hello@barkevo.com) so we can try to resolve the issue before escalating to the ICO.
6. What happens after we receive your complaint
We will: 1. Acknowledge receipt within one business day 2. Investigate by reviewing relevant records, messages, and booking data 3. Contact you (and, where relevant, the Walker) for any additional information 4. Provide a written response with our findings and proposed resolution within five business days 5. Where a refund or other remedy is agreed, action it within two business days of agreement
7. Alternative Dispute Resolution (ADR)
If we are unable to resolve your complaint to your satisfaction, and your complaint relates to a contract for services, you may be able to refer it to an Alternative Dispute Resolution (ADR) scheme. We do not currently subscribe to an ADR scheme, but you retain the right to pursue a claim through the courts of England and Wales at any time.
8. Contact details
Barkevo hello@barkevo.com barkevo.com