Pet Business Partner Charter of Best Practice

Purpose

This Charter sets out the standards, principles and expectations required of all businesses participating in the British Pet Insurance Pet Business Partner Scheme.

The Charter applies to all participating pet-related businesses including pet shops, groomers, walkers, sitters, microchipping providers and other pet service providers.

Participation in the Scheme demonstrates a commitment to responsible pet welfare, ethical business conduct and high customer care standards.

 

1. Animal Welfare Commitment

Participating businesses agree to:

  • Promote responsible pet ownership at all times;
  • Prioritise the welfare, health and wellbeing of animals in their care;
  • Ensure animals are handled safely, appropriately and humanely;
  • Never knowingly place an animal at risk through neglect, poor husbandry or inappropriate care;
  • Never knowingly offer for sale or transfer an animal with undisclosed illness, injury, congenital defects or hereditary conditions.

 

2. Health Standards

Participating businesses should ensure, where relevant to their business activities, that animals:

  • Appear healthy and free from visible illness or injury;
  • Receive appropriate veterinary care when required;
  • Receive suitable preventative healthcare treatments;
  • Are maintained in clean, safe and appropriate environments;
  • Are not knowingly exposed to infectious disease.

 

3. Ethical Customer Practices

Participating businesses agree to:

  • Provide honest and accurate information to customers;
  • Treat customers fairly and professionally;
  • Encourage informed and responsible pet ownership;
  • Explain the responsibilities associated with pet ownership and care;
  • Respect customers’ right to choose whether or not to activate introductory insurance cover.

Businesses must not:

  • Pressure customers into activating insurance;
  • Provide regulated insurance advice;
  • Misrepresent insurance products or cover;
  • Use misleading sales practices.

 

4. Professional Standards

Participating businesses agree to:

  • Maintain all required licences, registrations and insurances;
  • Operate in accordance with UK animal welfare legislation;
  • Maintain appropriate standards of hygiene, safety and professionalism;
  • Ensure staff are suitably trained and competent for their roles;
  • Co-operate with British Pet Insurance where information is reasonably requested.

 

5. Data Protection and Confidentiality

Participating businesses agree to:

  • Protect customer personal information;
  • Comply with UK GDPR and the Data Protection Act 2018;
  • Obtain customer consent before sharing information with British Pet Insurance;
  • Handle customer information securely and responsibly.

 

6. Promotional Material and Brand Use

Participating businesses may only use promotional materials approved or supplied by British Pet Insurance in connection with the Scheme.

Businesses must not:

  • Alter British Pet Insurance promotional materials without approval;
  • Present themselves as representatives, employees or agents of British Pet Insurance;
  • Use British Pet Insurance branding in a misleading or unauthorised manner.

 

7. Commitment to Responsible Participation

By participating in the British Pet Insurance Pet Business Partner Scheme, businesses confirm their commitment to:

  • Responsible pet welfare;
  • Ethical business conduct;
  • Regulatory compliance;
  • Transparency and honesty;
  • High standards of customer care;
  • Supporting responsible pet ownership within the United Kingdom.
Become a pet business partner