HOW TO MAKE A COMPLAINT
A complaint is a concern raised about a service or lack of service
provided by the BHS Education Department. All complaints are
handled sensitively and confidentially, they are logged and
monitored. Complaints are investigated internally.
The British Horse Society endeavours to offer a high quality service to all
stakeholders. It is BHS policy to welcome complaints and look upon them as an
opportunity to learn, adapt, improve and provide better services. The BHS aim to
handle complaints from customers and other stakeholders in a timely, effective and
consistent manner in order to uphold our reputation.
If you feel there are grounds for a complaint you should contact the BHS within 30
working days of the incident. Write to The British Horse Society, The Education
Department, Abbey Park, Stareton, Kenilworth, Warwickshire CV8 2XZ or email
[email protected] and include the following details:
1. A description of the problem (to include e.g. date and title of exam or training
course)
2. Your contact details
3. If you are a member of the BHS (your BHS membership number)
All complaints are taken seriously. The complaint will be investigated internally.
Sources of evidence include but are not limited to; assessors, educators,
stakeholders, venues and their staff. Upon receipt, the evidence is subject to a
thorough evaluation. As part of this process a candidate’s/learner’s name may be
copied to the assessor, educator or instructor concerned and to any other relevant
third parties.
Examinations Complaints ProcedureWritten or Verbal Complaint mad
Written complaint made to the BHS Education Department
The BHS will acknowledge receipt of your complaint within 7 working days
The BHS will investigate the complaint, this will include contacting all
relevant parties
Complaint Outcome
All parties sent a written explanation within 30 working days
Reasonable steps will be undertaken to rectify faults
Policy commencement date: 12 October 2015