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18 December 2017

Complaints Policy

Advanced Riding Techniques Ltd, complaints procedure.

Everyone at ART wants you to get the most out of your lessons and training with us, and to have an enjoyable learning experience. We utilise your feedback, positive or negative, to improve our services an processes for the benefit of all of our customers.

In the regrettable event you feel you haven't received the best treatment from any member of staff, you have the right to make an offical complaint and to have this dealt with professionally and speedily. ART will take into account its duty to promote equality and diversity throughout this process.

We would hope any issues you have can be resolved informally by talking in the first case with your instructor or the operations director. If you feel uncomfortable with this, or doing this does not bring about a resolution that you are satisfied with, then our operations director will consider the circumstances surrounding your complaint and progress it as nessecary.

All staff dealing with complaints, where appropriate, will seek guidance and advice from other internal and external sources in order to reach a mutually satisfactory resoluition. However any information supplied by you will remain confidential for use only as part of the complaints process, Only staff directly involved with the complaint and any subsequent investigation will be given access to the details. the identity of all parties will be protected. Anonymous complaints will not be accepted.

Advanced Riding Techniques Ltd, including its assessors, servants and agents, will not tolerate at any stage being physically or verbally abused during any complaint. In the event of this occurring we reserve the right to communicate with you only through legal channels at your expense.
Any written communication must be addressed to our office please. 61-63 Gatwick Road, Crawley, West Sussex, RH10 9RD.
(We do not receive mail at the training school or via our registered address!)                  

If you raise a complaint, Advanced Riding Techniques Ltd will:

  1. Acknowledge receipt of you complaint by letter or email.
  2. Tell you who will be dealing with your complaint
  3. Tell you what action will be taken
  4. tell you when you can expect a resoultion
  5. keep you informed of the advances being made with your case

Step 1: ART acknowledges there are two sides to every dispute therefore both parties will be given the opportunity to substantiate their version of the issue/incident. Full disclosure of any allegations or evidence will be made to both parties.

Step 2: All complaints will be recorded on a customer complaint log (CRM). The log will be closely monitored by ART's operations director throughout the process until a satisfactory resolution can be achieved.

Step 3: Any party involved in a meeting concerning the complaint has the right to be accompanied and represented by a person of his or her choice at every relevant stage of the procedure. ART staff have the right to be accompanied by the operations director or other representative.

Step 4: Where a complaint cannot be dealt with by a member of staff, it will be escalated to the managing director.

Step 5: You will be given the results in writing of any investigations as soon as possible after any conclusions have been reached.

 

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