February 2021

Should clients wish to complain about any services provided by Prestige Equestrian, they are advised to follow the procedure stated below.

In the unlikely event that clients exhaust this procedure and remain dissatisfied with the decision made by Prestige Equestrian, they may take their complaint to the British Horse Society.

Stage One

An informal complaint can be made to the Centre Manager, Sara Gallop or CEO, Helen Gallop who should discuss the complaint with the client and attempt to agree a way forward or a solution that suits both parties. Clients should allow the CEO sufficient time to investigate or remedy the grievance.

Stage Two

If the complaint cannot be resolved informally to the satisfaction of clients, or if clients feel that they cannot make an informal complaint to the CEO, the complaint should be submitted in writing.

Clients should use the complaints form (link below) to provide a detailed account of their grievance. The CEO will write to clients to acknowledge receipt of the complaint within 10 working days and outline the course of action to be taken.

The CEO will carry out an investigation, which will involve the relevant members of personnel, and will write to the client within 20 working days with the findings and a decision as to whether the complaint was justified.

Stage 2 complaints should be sent to:

Helen Gallop
Prestige Equestrian, Bath Road, Hardwicke, Gloucestershire, GL2 2RG

Stage Three

If clients have followed Stage 1 and/or 2 of the complaints procedure and are still dissatisfied with the outcome, they have the right to take their complaint to the British Horse Society within 20 working days of the decision being communicated to them by the recognised centre.

British Horse Society

To ensure any complaints are sent to the correct department within the BHS, please visit:
http://www.bhs.org.uk/contact-us/our-departments

Address:
The British Horse Society Abbey Park
Stareton
Kenilworth Warwickshire
CV8 2XZ

Email: enquiry@bhs.org.uk
Tel: 02476 840500