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Consumer Relations


Q: What should I do if I have a complaint or an enquiry with a product?
A:  You can contact us by:
E-mail: – We will reply to you within 28 working days.
Letter: ‘FREEPOST, Bob Martin’ (no postage or further address is required) – We will reply to you within 28 working days.
Telephone: 0344 748 0108 – Our Consumer Relations direct telephone line.

Q: What should I do if I am dissatisfied with a product?
A:  In order for us to deal with your complaint as efficiently as possible, please return the product/packaging to us together with the receipt (if available) and a detailed, covering letter, advising why you are dissatisfied.  Unfortunately, without some form of proof of purchase we are unable to offer full reimbursement. 

Q: What should I do if I think my pet has experienced an Adverse Reaction to a product?
A: You are the best person to make this decision; you know your pet best.

If the product has been used correctly you should consider whether or not your pet requires veterinary attention.  Initially, if a topical product (i.e. a lotion) has been used then you should wash the animal immediately, if the signs persist or worsen then you should consider the advice of a vet.


If the product is not topical (i.e. a tablet), ensure plenty of fresh drinking water is available and observe your pet closely, if the signs persist or worsen then you should consider seeking the advice of a vet.

It is important that if your pet does experience a Suspected Adverse Reaction you contact us.  Unless we are advised, we cannot notify the relevant licensing authorities, make improvements, or help you.