Complaints Policy and Procedure

Last Reviewed: January 2026

Our Commitment to You

At The Fitted Horse, we are committed to providing professional, expert equipment fitting services that prioritize horse welfare and customer satisfaction. We strive for excellence in everything we do, but we recognize that occasionally things may not meet your expectations.

We take all complaints seriously and are committed to:

• Listening to your concerns with respect and professionalism
• Investigating complaints thoroughly and fairly
• Responding promptly and transparently
• Learning from complaints to improve our services
• Resolving issues to your satisfaction wherever possible

This policy outlines how we handle complaints and what you can expect when you raise a concern with us.

What is a Complaint?

A complaint is any expression of dissatisfaction with our services, conduct, or products, including but not limited to:

• Service delivery: Quality, timeliness, or professionalism of fitting consultations
• Communication: Responsiveness, clarity, or tone of communications
• Equipment: Quality, suitability, or condition of recommended or sold equipment
• Conduct: Behaviour or professionalism of our staff
• Billing: Charges, invoicing, or payment issues
• Appointments: Scheduling, cancellations, or time management
• Outcomes: Results or effectiveness of fitting recommendations
• Any other aspect of our business that has not met your expectations

Who Can Complain?

Complaints may be made by:

• Customers who have used our services
• Authorised representatives acting on behalf of customers
• Anyone directly affected by our services or conduct

How to Make a Complaint

We want to make it as easy as possible for you to raise concerns. You can complain through any of the following methods:

Email (Preferred Method)

📧 emma@thefittedhorse.co.uk

Subject line: "COMPLAINT - [Brief description]"

Email allows us to maintain clear records and ensures your complaint is documented accurately.

Telephone

📱 07359 205538

If you prefer to discuss your complaint verbally, we're happy to listen by phone. We will make written notes of telephone complaints and confirm details with you.

If you wish to raise a complaint during an appointment or interaction, we will listen and document your concerns immediately.

What Information to Include

To help us investigate and resolve your complaint effectively, please provide:

• Your contact information: Name, phone number, email address
• Date and nature of service: When the service occurred and what type of appointment/service
• Details of the complaint: What happened, when, and why you're dissatisfied
• Supporting evidence: Any relevant photos, documents, correspondence, or witnesses
• Previous communication: Reference to any prior discussions about the issue
• Desired outcome: What resolution you're seeking

The more detail you provide, the better we can investigate and address your concerns.

Our Complaints Procedure

Stage 1: Acknowledgment (Within 48 Hours)

When we receive your complaint, we will:

• Acknowledge receipt within 2 working days (48 hours)
• Confirm we've understood your complaint correctly
• Provide a reference number for tracking
• Outline the investigation process and expected timescales
• Assign a handler (this will be Emma, the business owner, for all complaints)

What you'll receive:

• Email or written confirmation that your complaint has been logged
• Clear explanation of next steps
• Expected timeline for resolution
• Contact details for queries about the complaint process

Stage 2: Investigation (Within 7 Working Days)

We will conduct a thorough investigation including:

• Reviewing all relevant information:
• Service records and notes from the appointment
• Equipment records and recommendations
• Previous communications and correspondence
• Payment and booking records
• Any supporting evidence you've provided
• Gathering additional information if needed:
• Speaking with anyone involved
• Examining equipment or photographs
• Reviewing relevant policies and procedures
• Consulting with professional bodies or advisors if appropriate
• Assessing the complaint fairly:
• Comparing events against our professional standards
• Identifying what went wrong and why
• Determining appropriate resolution
• Timeline: We aim to complete investigations within 7 working days of acknowledging your complaint.
• If more time is needed: We will contact you to explain why and provide a revised timeline. Complex complaints may take up to 14 working days.

Stage 3: Response (Within 10 Working Days Total)

Following investigation, we will provide a full written response including:

• Summary of your complaint: Demonstrating we've understood your concerns
• Our findings: What our investigation revealed
• Our conclusions: Whether the complaint is:
• Upheld: We agree the service/conduct was below standard
• Partially upheld: Some elements of the complaint are valid
• Not upheld: We believe the service met appropriate standards
• Explanation: Detailed explanation of our conclusions with reference to evidence
• Apology: Where appropriate, a sincere apology for any failings
• Action taken: What we've done or will do to address the issue
• Resolution offered: What we're offering to put things right (see Resolution Options below)
• Learning and improvements: How we'll prevent similar issues in future
• Right to escalate: Information about further steps if you remain dissatisfied
• Timeline: Full response within 10 working days of receiving the complaint (acknowledgment within 2 days + investigation within 7 days + response within 1 day).

Resolution Options

Where complaints are upheld or partially upheld, we may offer:

Financial Remedies

• Full or partial refund of service fees
• Refund for equipment if faulty, unsuitable, or mis-sold
• Compensation for additional costs incurred due to our failings
• Waiver of fees for follow-up appointments to resolve the issue

Service Remedies

• Repeat consultation at no charge with additional care
• Alternative equipment trial without additional fees
• Extended support to ensure issues are fully resolved
• Priority booking for follow-up appointments

Corrective Actions

• Additional training for staff (if relevant)
• Process improvements to prevent recurrence
• Policy updates based on lessons learned
• Enhanced communication protocols

Apologies and Acknowledgment

• Sincere written apology acknowledging failings
• Personal discussion to explain what happened and how we'll improve
• Acknowledgment of impact on you and your horse

The specific remedy offered will depend on:

• The nature and severity of the complaint
• The impact on you and your horse
• What's reasonable and proportionate
• Your desired outcome

We aim to be fair, reasonable, and generous in resolving complaints.

Timescales Summary

Stage 1

Acknowledgment of complaint

Within 2 working days (48 hours)

Stage 2

Investigation completed

Within 7 working days of acknowledgment

Stage 3

Full written response 

Within 10 working days of receiving complaint

Extension

If more time needed

Up to 14 working days (with notification)

Working days: Monday to Friday, excluding UK public holidays

If You're Not Satisfied with Our Response

We hope to resolve all complaints to your satisfaction. However, if you remain dissatisfied after receiving our Stage 3 response, you have the following options:

Internal Review

You may request a review of our decision if you believe:

• New evidence has come to light
• Our investigation was inadequate
• Our conclusions were unreasonable
• The resolution offered was insufficient

How to request a review:

• Contact us within 14 days of receiving our Stage 3 response
• Explain why you believe the decision should be reviewed
• Provide any new information or evidence
• We will conduct a further review and respond within 7 working days

Alternative Dispute Resolution (ADR)

For unresolved disputes, you may consider:

• Mediation services: Independent mediation to facilitate resolution
• Trading Standards: Contact your local Trading Standards office for advice
• Citizens Advice: Free advice on consumer rights and dispute resolution

Legal Action

As a last resort, you may pursue legal action through the courts. We strongly encourage resolution through the above steps before considering legal proceedings.

Small Claims Court: For disputes under £10,000

County Court: For larger disputes

We recommend seeking independent legal advice before pursuing legal action.

Complaints We Cannot Handle

This complaints procedure covers issues directly related to our services and conduct. 

We cannot investigate or resolve:

• Complaints about third parties: Manufacturers, suppliers, or other service providers (we can assist with referring complaints to appropriate parties)
• Veterinary matters: Medical diagnoses, treatment decisions, or veterinary care (must be addressed with the veterinary professional)
• Training or riding instruction: Unless directly related to equipment fitting (should be addressed with training professionals)
• Anonymous complaints: We require contact information to investigate properly and provide responses
• Vexatious or malicious complaints: Repeatedly raising the same resolved issue or complaints made in bad faith
• Matters in legal proceedings: If the issue is subject to ongoing legal action, the complaints process may be suspended

For these matters, we can provide guidance on appropriate channels for resolution.

Confidentiality and Data Protection

All complaints are handled with strict confidentiality:

• Limited access: Only those directly involved in investigating and resolving the complaint will have access to information
• Secure storage: Complaint records are stored securely in compliance with UK GDPR and Data Protection Act 2018
• Privacy respected: Personal information is used only for investigating and resolving the complaint
• Retention period: Complaint records are retained for 6 years for legal and learning purposes, then securely destroyed
• Your rights: You have the right to request access to complaint records concerning you under data protection legislation

Learning from Complaints

We view complaints as valuable opportunities to improve our services:

• Complaint analysis: We regularly review complaints to identify patterns, trends, and systemic issues
• Service improvements: Findings from complaints inform updates to policies, procedures, and training
• Quality assurance: Complaint themes are incorporated into quality monitoring and assessment
• Transparency: We track complaint resolution rates and use this data to drive continuous improvement
• Our commitment: Every complaint is treated as a learning opportunity to enhance service quality and customer experience.

Our Standards and Expectations

What You Can Expect from Us:

• Respect and professionalism at all times
• Active listening to understand your concerns fully
• Fair and thorough investigation of all complaints
• Clear, honest communication throughout the process
• Timely responses within stated timescales
• Reasonable and proportionate resolutions where complaints are upheld
• Commitment to learning and preventing recurrence

What We Expect from You:

• Respectful communication even when frustrated or upset
• Accurate information about the complaint and circumstances
• Patience while we investigate thoroughly
• Cooperation in providing information or evidence needed
• Reasonable expectations for resolution

Zero tolerance for abuse 

While we welcome all legitimate complaints, we do not tolerate abusive, threatening, or aggressive behaviour toward our staff. Such behaviour may result in termination of service and potential police involvement.

Contact Information for Complaints

The Fitted Horse - Complaints Handling

📧Email:emma@thefittedhorse.co.uk
(Subject: "COMPLAINT - [Brief description]")

📱 Phone: 07359 205538

🌐 Website: www.thefittedhorse.co.uk

Monitoring and Review

This Complaints Policy and Procedure is reviewed annually or following significant complaints to ensure it remains:

• Effective in resolving complaints
• Fair and accessible to customers
• Compliant with relevant regulations and best practice
• Aligned with our commitment to service excellence

Questions About This Policy

If you have questions about our complaints procedure or need assistance making a complaint, please contact us:

📧emma@thefittedhorse.co.uk
📱 07359 205538

We're here to listen and help resolve any concerns you may have.