Complaints Procedure

At Quob Stables, we are committed to providing a safe, welcoming and professional environment for liveries, competitors, visitors and staff. We take all complaints seriously and aim to resolve concerns fairly, promptly and respectfully.

Informal Resolution

Where possible, concerns should first be raised with the Yard Manager or Event Organiser. Many issues can be resolved quickly through open and constructive discussion.

Formal Complaints

If the matter cannot be resolved informally, a formal complaint should be submitted in writing within 14 days of the incident.

The complaint should include:

• Name and contact details
• Date and time of the incident
• Details of the complaint
• Names of any individuals involved
• Any supporting evidence or witness statements
• The outcome being sought

Complaints can be submitted by email or in writing to the Yard Manager.

Investigation Process

Upon receiving a formal complaint:

• The complaint will be acknowledged within 7 days.
• An impartial investigation will be undertaken.
• Relevant individuals may be asked to provide information.
• All parties will be treated fairly and respectfully.
• A written outcome will be provided as soon as reasonably practicable.

Competitor Complaints

For competitions and events:

• Queries regarding scores, results or judging should be raised with the Event Secretary on the day wherever possible.
• Complaints regarding event organisation, facilities or conduct should be submitted in writing following the procedure above.
• Judges’ decisions are final and cannot be overturned unless an administrative error has occurred.

Welfare, Safety and Safeguarding Concerns

Any concerns regarding:

• Horse welfare
• Rider safety
• Safeguarding
• Bullying, harassment or discrimination

must be reported immediately to the Yard Manager and will be treated as a priority.

Unacceptable Behaviour

Quob Stables will not tolerate:

• Abusive or threatening behaviour
• Harassment of staff, officials, volunteers or other yard users
• Discriminatory language or conduct
• Aggressive behaviour online or through social media

Such behaviour may result in removal from the premises, exclusion from events or termination of a livery agreement.

Confidentiality

Complaints will be handled confidentially wherever possible. Information will only be shared with those directly involved in investigating and resolving the matter.

Appeals

If you are dissatisfied with the outcome, you may submit an appeal in writing within 14 days of receiving the decision. The appeal will be reviewed and a final decision provided.