The Pony Club has a policy in place to ensure that complaints are taken seriously and dealt with appropriately.
The Pony Club Resolving Complaints Policy can be found here.
What should I do if I want to make a complaint?
Initially, you should contact your Branch District Commissioner or Centre Proprietor to discuss your complaint to attempt to resolve the matter quickly and informally.
If the initial approach fails to resolve the complaint, contact your Area Representative to enlist their help, informally at first. Contact details for Area Representatives can be found here.
How do I make a formal complaint?
If the informal approach fails to resolve the matter, you may need to submit a formal written complaint.
Please read through the resolving Complaints Policy that can be found here.
Submit your Formal Complaint form via email to resolution@pcuk.org. Please ensure the form includes: your full contact details, the Branch or Centre details, the details of the member, a concise statement of the complaint, and your desired outcome to resolve this complaint.
*Formal complaints
should be no longer than 1000 words and should not include attachments.
What complaints are accepted?
We have some basic rules for the acceptance of complaints:
• Complaints must be raised within three months of you knowing the facts (we do
not deal with complaints that are older).
• We do not generally investigate anonymous complaints.
• We do not accept complaints that are raised on behalf of or regarding other
people (except by parents/carers about the treatment of their children aged under
18 in The Pony Club).
• We do not accept complaints that are broadly or substantively the same as a
previous complaint by the same complainant.
• We do not progress complaints that we believe to be vexatious or malicious.
• Complaints and objections relating to Competitions will be dealt with by the
relevant Sport Chairmen aided by their Committees.
What to do if I am unsatisifed with the outcome of my complaint?
If you are not satisfied with the outcome of your complaint or the way in which it
was handled, then you may appeal, in accordance with the procedure outlined in the Resolving Complaints Policy here.
What do I do if I have a Safeguarding Concern?
If you feel there is a child or adult at risk in immediate danger, you are advised to contact your local Social Care Service or the Police immediately.
If you have a concern, you should report it to your local Branch, Centre or Club Safeguarding Officer. They are supported by an Area Safeguarding Officer.
The Pony Club Independent Safeguarding Lead is Christine Gould safeguarding@pcuk.org
Further Safeguarding information can be found here.