If you have seen people talking about "new complaints legislation" for businesses in 2026, you may be wondering whether your grooming business needs to do anything.

The good news is that there is no new law requiring every dog groomer to create a full customer complaints policy.

However, there is an important change relating to data protection complaints that every grooming business should be aware of.

What Is Changing?

From 19 June 2026, the Data (Use and Access) Act 2025 introduces new requirements for businesses that collect and process personal information.

This includes dog grooming businesses.

The new rules mean businesses must:

Give people a way to make a data protection complaint
Acknowledge receipt of that complaint within 30 days
Investigate and respond without undue delay
Inform people of the outcome of their complaint

The Information Commissioner's Office (ICO) has confirmed that organisations must have a process for handling data protection complaints and that there are no exemptions.

What Is A Data Protection Complaint?

A data protection complaint is not the same as a complaint about a groom.

It relates specifically to how a business handles personal information.

Examples might include:

A client believes their details have been shared without permission
A customer objects to receiving marketing emails
Someone requests access to the information you hold about them
A client raises concerns about photographs being used online
A customer questions how long their information is being retained

These are all data protection matters rather than customer service issues.

Does This Mean I Need A Complaints Policy?

Not necessarily.

The ICO has made it clear that businesses do not need to create an entirely separate complaints department or complicated process.

In many cases, a simple procedure and a clear point of contact will be sufficient.

For most grooming businesses, this may simply mean:

Updating privacy information
Adding a data protection complaints clause to your Terms & Conditions
Ensuring clients know how to contact you with privacy concerns
Keeping a record of any complaints received

What About Normal Customer Complaints?

This is where many people become confused.

The 2026 changes relate to privacy and personal data.

They do not create a new legal requirement for dog groomers to have a customer complaints procedure covering:

Grooming results
Matted coat disputes
Refund requests
Injury allegations
Missed appointments
Cancellation fees

That said, having a clear complaints process remains good business practice and can help resolve disputes before they escalate to negative reviews, chargebacks or insurance claims.

What Should Pet Groomers Do Now?

A sensible approach would be to:

Review your Privacy Policy
Ensure your client records are stored securely
Review how you obtain consent for marketing communications
Make sure clients know how to raise concerns about their personal information
Update your Terms & Conditions to include a simple Data Protection Complaints clause

Small changes now can help demonstrate professionalism and compliance if concerns arise in the future.

Final Thoughts

For most pet groomers, the 2026 changes are not something to panic about.

The law is focused on how businesses handle personal data rather than how they handle service complaints.

If you already collect client information responsibly, maintain accurate records and communicate clearly with customers, you are likely starting from a strong position.

The key is ensuring that clients have a clear way to raise data protection concerns and that your business has a straightforward process for responding to them.

The Pet Groomer T&C Builder now includes an optional Data Protection Complaints clause that can be switched on in the Complaints step, so your terms reflect the new requirements automatically. Build your T&Cs now.

Sources

Information Commissioner's Office (ICO) guidance on handling data protection complaints and the new requirements taking effect from 19 June 2026.
Data (Use and Access) Act 2025 and associated amendments to UK data protection law (legislation.gov.uk).

Best wishes, Bill Betts, Director

New UK Data Protection Rules for Pet Groomers in 2026