During the bank holiday, we'll be closed 27th May. In an emergency, call your vet immediately. For non-emergencies, try free vet calls via your dashboard. Enjoy the long weekend! 💙

How to make a complaint

We strive for the best quality of service every time. But, as the new kids on the block, we know we will make mistakes. What is important is that we learn from them and improve our offering to cater for your needs.
If we fail to meet your expectations, the easiest way to let us know is by sending us an email to support@napo.pet.
Our team will attempt to resolve your complaint within 3 working days. At the very latest, as per FCA rules, we'll acknowledge your complaint within 5 working days and will issue a final response within 8 weeks.
If you are still not happy with the outcome you can contact the Financial Ombudsman Service:
By post: Exchange Tower, London E14 9SR By phone: 0300 123 9123 or 0800 023 4567 By email: complaint.info@financial-ombudsman.org.uk
Further information can be found in the FOS leaflet which you can find here.
Our complaints procedure does not affect your right to take legal action.