Complaints Procedure

Complaints Procedure for Priory Place Equestrian:

Purpose of the Complaints Procedure:

This complaints procedure aims to inform clients and staff of how Priory Place Equestrian manages complaints. Our goal is to address all complaints promptly and professionally, ensuring the complainant feels reassured by a clear and effective process. We also recognize that feedback through complaints provides a valuable opportunity to improve our services.

How to Submit a Complaint:

Complaints can be submitted in person, by phone, via email, or in writing. This procedure outlines the steps we follow to address any complaint received.

Who to Contact with a Complaint:
Complaints should be directed to-

• Manager – Joely Parradine

If a complaint involves concerns of potential mistreatment of a child or vulnerable adult, our Safeguarding Policy (or the BHS Safeguarding Policy) will be applied.

What Happens When a Complaint is Received:
Upon receipt, the following information about the complaint will be recorded:

• Complainant’s name and contact details
• Date of receipt
• Nature of the complaint

Details will only be shared with staff directly involved in addressing the complaint. Once the complaint is closed, identifying information will be removed from the record before it is logged.

Responding to a Complaint:

• Acknowledgment: Priory Place Equestrian will confirm receipt of the complaint within 2 working days.
• Initial Action: Based on the nature of the complaint, one or more of the following steps will be taken:
• Contact the complainant by phone or in person to discuss the issue before beginning an investigation.
• Initiate an investigation to gather the relevant information.
• Inform the complainant of the outcome, whether the complaint is upheld or not, within 5 working days.

If more time is required for a thorough investigation, we will notify the complainant of the adjusted timeline.

Resolution and Record Keeping:
Upon conclusion of the investigation, appropriate actions will be taken based on the findings. All details regarding the investigation and the outcome will be recorded in the complaints log.