Petpals’ James Callow named among UK’s outstanding franchisees
27-October-2026
From a 20-year career in estate agency to building a thriving pet care business, James Callow has plenty to celebrate after being named one of the winners of the prestigious Great British Franchisee Awards (GBFA). The owner of Petpals Crawley has been recognised for his impressive business growth, outstanding customer care and contribution to the wider franchise community.
Since launching in February 2023, James has turned his lifelong love of animals into a successful business serving pet owners across Crawley, Copthorne, Crawley Down and Turner’s Hill. What began as a one-man operation has grown into an expanding team, with many of his original clients still relying on his services today and new enquiries increasingly coming through word of mouth.
“We couldn’t be prouder of James,” said Kevin Thackrah, Director of Petpals. “He joined us with a real passion for animals and a determination to build something special - it’s been fantastic to watch him do exactly that.
“What makes James stand out is his genuine care and professionalism. He’s built a brilliant reputation locally, but he’s also become a valued part of our wider network - always willing to share his experiences and lend a helping hand to others. That’s exactly what the Petpals family is all about and this recognition is thoroughly deserved.”
For James, the award is another proud moment in a journey that has already seen him receive several accolades within the Petpals network, including the Rising Star Award, Most Improved Performance Award and Most Improved Social Media Award.
“I’m absolutely over the moon to have won this award. Three years ago, I was leaving behind a career I’d known for two decades to do something I’d always dreamed of – working with animals. It was a big leap into the unknown, but I haven’t looked back.
“The best part of what I do is getting to know the pets and their owners. Many of our clients have been with us since the beginning and really do feel like family. I’m incredibly grateful for their support and especially to my full-time team member Denise Tilbury, who has been such a brilliant part of the journey. I couldn’t have achieved this without her.”
James’s achievements also impressed the judging panel, who recognised his strong commercial performance, five-star customer feedback and commitment to supporting fellow franchisees.
“James is an exceptionally deserving winner of a Great British Franchisee Award, having demonstrated impressive business growth, outstanding customer service and a genuine passion for what he does,” said Suzanne Melville of WhichFranchise, the organisation behind the GBFA.
“Despite being relatively early in his franchise journey, James has already made a significant contribution to the wider Petpals network, generously sharing his experiences, mentoring newer franchisees and championing the brand. His enthusiasm, dedication and willingness to support others make him a fantastic ambassador for franchising. A truly worthy winner.”
As the UK’s longest-established multi-service pet care franchise celebrates its 25th anniversary, James’s success highlights how a passion for animals, combined with hard work and the support of an established franchise network, can help people build a rewarding business of their own.