A complaint is any expression of dissatisfaction, whether justified or not, about the services, staff, facilities, or conduct at Hundleby Equestrian Centre.
The purpose of this complaint policy is to enable clients or staff to be fully informed upon the process by which any complaints received by Hundleby Equestrian Centre will be managed. It aims to ensure that all complaints received are responded to in a manner which reassures the person making the complaint that complaints are handled fairly, consistently, and within defined timescales.
It is recognised that complaints may provide a business with a valuable opportunity to identify any shortcomings in the service provided to both clients and staff.
Complaints may be made directly in person, by telephone, by email or in writing and this policy outlines the procedure to be followed if a complaint is received.
Any complaint should be made to the following personnel:
If a complaint relates to allegations of ill treatment of a child or adult at risk, then the Hundleby Equestrian (or BHS) Safeguarding Policy will be followed.
The following details of a complaint are recorded:
Wherever possible, concerns should be raised informally in the first instance and will be addressed promptly to resolve the issue before it escalates to a formal complaint.
Complaint details will only be circulated to those with direct need to be informed upon the complaint. Complainant details will be deleted from the complaint when the complaint is closed, prior to the complaint being logged.
Any complaint or concern relating to the welfare of a child or adult at risk will be treated as a safeguarding matter and handled in accordance with the Hundleby Equestrian Centre Safeguarding Policy. Such concerns may be reported to the appropriate safeguarding authorities without delay and may take precedence over the standard complaints procedure.
All staff and volunteers have a duty to report safeguarding concerns, and individuals raising such concerns will be supported appropriately.
Hundleby Equestrian Centre reserves the right to refer any individual or family to safeguarding authorities where it is deemed necessary to protect the welfare of a child or adult at risk.
Hundleby Equestrian will acknowledge receipt of the complaint within 5 working days
Depending upon the nature of the complaint, either of the following options may be followed:
In situations whereby the complaint may require further time allowance to enable further investigation then the complainant will be informed.
Upon closure of investigation, the person dealing with the complaint will initiate appropriate action in response to the complaint.
Details of the investigation and any resulting outcome will be recorded in the complaints log.
All complaints will be handled in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR).
Personal data will only be shared with those who have a legitimate need to know in order to investigate and resolve the complaint. Records of complaints will be stored securely and retained for an appropriate period in line with our data retention policy, after which they will be safely deleted.
Individuals have the right to request access to their personal data held by Hundleby Equestrian Centre, and any such requests will be managed in line with our Subject Access Request procedures and statutory timeframes.
Hundleby Equestrian Centre is committed to providing a safe, supportive and professional environment for all clients, staff and visitors. All complaints are taken seriously and handled fairly, consistently and in a timely manner, and are viewed as an opportunity to improve the services we provide.
This policy is the responsibility of the Proprietor/Manager, Sian Lovatt, who will ensure it is implemented and adhered to at all times. The policy will be reviewed annually, or sooner if required, to ensure it remains effective and in line with current legislation and best practice.
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