top of page

Complaints

Overview

Complaints regarding the services or facilities that we provide or offer are extremely rare. We pride ourselves on the quality of the services provided to clients and the care that we offer to our horses. We welcome constructive feedback and recognise that complaints may provide us with a valuable opportunity to correct shortcomings and enhance our services.

How to Complain

Complaints should be made to:

Name: _Dr Kristina Grant__________________________
Telephone No: _07309595665___________________
Email: __hello@ponywisdom.co.uk_________________________

If a complaint relates to an allegation of ill treatment of a child, young person or adult-at-risk, please contact the Centre Safeguarding Officer.

When a Complaint is Received

The following details of a complaint will be recorded:

  • Name of complainant and their contact details

  • Date of receipt

  • Nature of complaint

Responding to a Complaint

We will acknowledge receipt of the complaint within 2 working days.

Depending upon the nature of the complaint, we will either:

  • Offer to meet with the complainant to discuss the complaint before initiating an investigation, or

  • Initiate an investigation to ascertain the facts

Once an investigation has been initiated, we will aim to respond within 5 working days and provide one of the following outcomes:

  • The complaint has been investigated and the matter is now closed, or

  • The complaint has been referred to a competent authority for resolution

We are often not able to disclose the findings of an investigation to a complainant or any third party, as the information may contain confidential elements required under employment or other legislation. However, we will provide assurance that appropriate action has been taken where necessary.

Appealing the Results of an Investigation

If a complainant is unhappy with how the investigation has been handled, they should either:

  • Contact the Association of British Riding Schools, Livery Yards and Riding Establishments (ABRS+), with whom we are affiliated. ABRS+ will investigate serious complaints where there is evidence that a Riding Establishment has not complied with an ABRS+ Policy or Code(s) of Conduct.

ABRS+ will not investigate complaints where alternative statutory processes exist (e.g. Council Licensing or Trading Standards).

Further information can be found at: https://www.abrs-info.org/about/

  • Contact the Council Licensing Officer. Their details can be found on the Riding Establishment Licence displayed on our Notice Board.

​

bottom of page