Read our response to the recent misinformation.
At Bruce’s, we want every customer to feel confident that questions, feedback and concerns will be listened to and handled properly.
Customers trust us with members of their family, and we take that responsibility seriously. If something does not feel right, or if you have a question about your dog’s care, we want you to speak to us.
Our approach is simple: listen carefully, understand what has happened, review the facts, involve the right people, and act where action is needed.
Please speak to us early
If you have a question or concern about your dog’s day, your centre, doggy bus travel, supervision, facilities or any other part of our service, please contact your local Bruce’s team.
Often, a conversation with the team who know your dog best is the quickest and most helpful way to understand what has happened, answer questions and agree any next steps.
You do not need to wait for something to become a problem. If you would like to know more about how your dog is settling, who they spend time with, how they travel, or how their day is structured, we will always be happy to talk it through.
What happens when you raise a concern
When a concern is raised, we will take time to understand it properly.
Depending on the nature of the issue, we may:
- speak with you to understand what has happened;
- review the relevant information;
- speak with the team members involved;
- check records, attendance, routes, incident notes or other details;
- involve centre management or senior operational colleagues;
- consider whether any immediate action is needed; and
- come back to you with a clear response.
Where a concern relates to welfare, safety or an operational issue, it will be treated with particular care.
If action is needed, we act
We are proud of the care we provide, but we also know that responsible care means being willing to listen, learn and improve.
If a concern identifies something that should be changed, corrected or improved, we will take steps to address it. That might include additional staff guidance, an operational change, a review of travel arrangements, facilities work, process improvements or further management oversight.
The important point is simple: if something needs attention, we want to know about it and deal with it properly.
Welfare and safety concerns
The welfare, safety and wellbeing of dogs will always be our first priority.
If your concern relates to your dog’s health, behaviour, supervision, interaction with other dogs, travel or an incident during the day, we will review it carefully and respond with your dog’s wellbeing at the centre of our decision-making.
If urgent veterinary care is ever needed, our team will assess the situation, contact you, and seek appropriate veterinary support where required. Please make sure your dog’s veterinary details and emergency contacts are kept up to date so we can act quickly if needed.
Travel concerns
For customers using our doggy bus service, travel is an important part of their dog’s day.
If you have a question or concern about collection or drop-off, journey times, crate arrangements, keyholding, driver conduct or how your dog travels, please speak to your local Bruce’s team.
We can review your dog’s route, talk you through how our travel operation works, and consider whether anything needs to be adjusted.
Grouping, behaviour and supervision concerns
Dogs enjoy day care most when they are in the right group.
If you have a concern about your dog’s group, social interactions, confidence, behaviour or how they are settling in, please let us know. Our team can review how your dog is doing, whether the group is right for them, and whether any extra support or adjustment is needed.
Every dog is different. Some dogs settle quickly; others need more time, reassurance or a different routine. We will always try to work with you to understand what is best for your dog.
When day care may not be right
Responsible care also means being honest when day care may not be the right environment for a particular dog.
Some dogs thrive in a social day care setting. Others may find it too exciting, stressful or unsuitable for their needs. If we believe your dog would be happier, safer or better supported in a different arrangement, we will discuss that with you openly.
Our priority is always the welfare and wellbeing of the dog.
Concerns involving licensing or regulation
Bruce’s is a licensed and regulated dog day care provider. Each centre is overseen by the relevant local authority licensing team.
Where a concern involves licensing, welfare standards or regulatory matters, we will engage with the appropriate authority where needed. Independent oversight is an important part of how licensed dog day care providers are checked and held to account.
How we keep improving
Feedback helps us improve.
We may use questions, comments and concerns to review:
- how dogs are introduced and grouped;
- staff guidance and training;
- communication with customers;
- travel routes and timings;
- facilities and maintenance;
- enrichment and rest routines;
- incident handling; and
- how we explain our approach to customers.
Our aim is to keep learning and improving while maintaining safe, structured and responsible care.
How to raise a concern
If you have a concern, please contact your local Bruce’s team first. They know your dog, your centre and the day-to-day arrangements best.
When contacting us, it is helpful to include:
- your dog’s name;
- your centre;
- the date of the issue;
- a clear description of what happened;
- any photographs, messages or relevant information; and
- the best way to contact you.
We will review the matter carefully and come back to you as clearly as we can.
Our commitment
We want every customer to feel able to speak to us.
If something worries you, please tell us. If something needs to be reviewed, we will review it. If something needs to be improved, we will act.
Our commitment is to handle concerns calmly, fairly and responsibly, while keeping our focus where it belongs: on the welfare, safety and happiness of the dogs in our care.
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