Complaints Policy

1. Purpose
The purpose of this policy is to ensure that any complaints made to the British Eventing Support Trust are handled efficiently, fairly, and in a transparent manner. The Charity is committed to providing high-quality services to its applicants, supporters, and partners and encourages feedback to improve its operations.

2. Scope
This policy applies to all individuals who have contacted or received services from the British Eventing Support Trust, including applicants, beneficiaries, donors, volunteers, and other stakeholders.

3. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether justified or not, regarding the services provided by the British Eventing Support Trust. This includes, but is not limited to, dissatisfaction with the treatment or conduct of staff, volunteers, or trustees, or the Trust’s policies, procedures, and activities.

4. How to Make a Complaint
Complaints can be made via the following methods:

To ensure we can respond effectively, please provide the following information:

  • Full name and contact details
  • A clear description of the issue
  • Any relevant dates or documentation
  • Desired resolution (if applicable)

5. Complaints Procedure
The Trust has a clear process for handling complaints, as outlined below:

Step 1: Acknowledgement
Upon receiving a complaint, we will acknowledge receipt within five working days. We will inform you of the next steps and the anticipated timeline for resolution.

Step 2: Investigation
Your complaint will be investigated thoroughly by the appropriate person(s) within the Trust. This may involve speaking to individuals involved, reviewing relevant documents, and gathering any additional information needed. We aim to complete the investigation within 15 working days, depending on the complexity of the issue.

Step 3: Response
Once the investigation is complete, we will provide a clear response outlining the findings and any actions that will be taken. This response will be sent to you in writing, either by email or postal mail, based on your preference.

Step 4: Resolution
If the complaint is upheld, we will outline the steps we will take to address the issue and prevent it from reoccurring. If the complaint is not upheld, we will explain the reasons for the decision.

Step 5: Appeal
If you are not satisfied with the response, you have the right to appeal. An appeal can be made within 10 working days of receiving the response. Appeals will be reviewed by a senior member of the Trust, and a final decision will be made. You will be informed of the outcome within 15 working days.

6. Confidentiality
All complaints will be treated in confidence, and personal information will not be shared with third parties without consent, unless required by law.

7. Non-Retaliation
The Trust assures that no individual will face any disadvantage or retaliation for making a complaint in good faith.

8. Monitoring and Improvement
The British Eventing Support Trust will monitor complaints regularly to identify trends and areas for improvement. Feedback is vital for ensuring the continuous improvement of our services and for fostering a positive experience for all stakeholders.

9. Contact Information
If you have any questions about the complaints procedure or need further assistance, please contact the Trust at:

10. Review of Policy
This policy will be reviewed annually to ensure it remains fit for purpose and up to date with best practices. Any amendments will be communicated to stakeholders accordingly.

This policy reflects the Trust’s commitment to providing a transparent, fair, and accessible process for handling complaints. We value all feedback and will work towards resolving any issues to the satisfaction of all parties involved.