Phoebe & Co. – Matting Policy

Last updated: August 2026

At Phoebe & Co., the comfort, safety and welfare of every dog will always come before preserving coat length.

Matting can be uncomfortable and, in more severe cases, painful. Tight mats pull continuously on the skin, restrict airflow and can hide irritation, sores, bruising, parasites and other skin concerns.

1. What Happens if Matting Is Found?

Where light tangles or small areas of matting can be safely and comfortably removed, Phoebe & Co. may gently work through them as part of the groom.

However, extensive, tight or close-to-the-skin matting will not be repeatedly brushed or forcibly dematted where doing so would cause unnecessary discomfort, pain or stress.

In these circumstances, the kindest and safest option may be to clip the affected coat short.

2. Coat Length Cannot Be Guaranteed

If a dog's coat is significantly matted, the requested style or length may not be achievable.

The amount of coat that can safely be retained will depend on:

  • How tight the matting is

  • How close it is to the skin

  • The areas affected

  • The dog's coat type

  • The dog's tolerance and comfort

  • The condition of the skin beneath the coat

Where necessary, the coat may need to be clipped shorter than originally requested.

The welfare of the dog will always take priority over cosmetic appearance.

3. Risks Associated With Removing Matted Coat

Severe matting can make grooming more difficult because the skin may be pulled tightly into the coat.

Removing a heavily matted coat can sometimes reveal or contribute to:

  • Redness or skin sensitivity

  • Sores or irritation

  • Bruising

  • Hot spots

  • Hidden lumps or abnormalities

  • Parasites

  • Small nicks or grazes where the skin is extremely close to the matted coat

Every reasonable precaution will be taken to minimise these risks.

Where any concerning skin issue is found, the owner will be informed and may be advised to seek veterinary advice.

4. Clipper Irritation

After a heavily matted coat has been removed, some dogs may experience temporary redness, sensitivity or itching.

This can occur because the skin has been covered and pulled by the matted coat for a prolonged period and is suddenly exposed to air and movement again.

Dogs may also lick or scratch newly exposed skin, so owners should monitor them closely after the groom.

5. Ears, Tails & Sensitive Areas

Matting around the ears, tail, armpits, groin, feet and other sensitive areas can require additional care.

Where matting is especially tight, extra caution and time may be needed.

Phoebe & Co. will not undertake excessive de-matting in sensitive areas where clipping is considered the safer and kinder option.

6. Additional Charges

Significant matting may require:

  • Additional grooming time

  • Slower and more careful clipper work

  • Additional blade changes

  • Increased wear on grooming equipment

An additional matting charge may therefore apply.

Where reasonably possible, this will be discussed with the owner before or during the appointment.

7. Owner Consent

Where significant matting is identified during consultation, the recommended approach will be discussed with the owner where possible.

By proceeding with the appointment, the owner acknowledges that:

  • Coat length may need to be removed for welfare reasons

  • The finished style may differ from the original request

  • Pre-existing skin problems may only become visible once the coat is removed

  • Additional charges may apply where substantial extra work is required

If extensive matting is discovered after the groom has begun and the owner cannot be contacted, Phoebe & Co. will make decisions based on what is considered safest and most comfortable for the dog.

8. Preventing Future Matting

Phoebe & Co. is always happy to offer advice on coat maintenance between appointments.

Depending on the dog's coat type, this may include:

  • Regular brushing and combing

  • Using suitable coat-care products

  • Paying particular attention to friction areas such as behind the ears, under the collar or harness, armpits and legs

  • Keeping a regular professional grooming schedule

Where appropriate, a shorter or more manageable style may be recommended to help maintain the dog's comfort between appointments.

9. Repeat Severe Matting

Phoebe & Co. understands that coat problems can happen for many different reasons and each situation will be considered individually.

However, where a dog repeatedly attends with severe matting that is affecting their comfort or welfare, Phoebe & Co. may recommend:

  • A shorter grooming schedule

  • A more manageable coat length

  • Additional home-maintenance support

Phoebe & Co. reserves the right to decline future appointments where continuing to groom a severely and repeatedly matted coat would not be considered appropriate for the dog's welfare.

Phoebe & Co.
Heath Hayes, Cannock, Staffordshire

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