Make a complaint about The Register
In maintaining an accredited register of professional standards the Athena Herd Foundation aims to provide services to the public of the highest standards which are reflected in our Ethical Basis for Good Standards in Equine Facilitated Interactions and our Framework of Professional Standards.
We want you to be completely satisfied with the service you’ve received from us. Our aim is to make sure that our service to you is of the highest standard.
If you feel that we haven’t met the high standards you should expect from us, you have a right to make a complaint. All complaints will be taken seriously and will be handled fairly in line with our Complaints Policy.
To raise a complaint please complete our complaint form and submit as outlined.
What happens when I’ve made a complaint?
All complaints received are recorded by the Customer Services Manager, who will pass them on to the appropriate individual(s) to ensure that any issues or concerns that you have are handled with due process.
Our customer service team will help you with your complaint and address any issues or concerns you may have. If you put your complaint in writing to us (by letter or email), we’ll acknowledge it within five working days of receipt.
Sometimes things can be put right very quickly. If your concerns can be resolved sooner and more informally, we’ll aim to do so. If not, we’ll tell you which member of the team will be investigating your complaint. They’ll respond to you in writing within 10 working days.
Can I appeal a decision?
If you remain dissatisfied when you receive your response, you can ask for your complaint to be reviewed in line with the Athena Herd Foundation Appeals Policy.
The Appeals decision is final and there is no further right of appeal.
How we’ll put it right
If things have gone wrong, we will:
- explain what went wrong
- apologise and tell you how we’re putting things right
- consider changing our processes or providing further staff training to prevent the same problem in the future
How long do I have to make a complaint?
Normally, we’d expect you to contact us within a month of you finding out you have reason to complain. We may be able to accept your complaint after this deadline in exceptional circumstances.