Scope
TL;DR
This policy is for complaints about current registered practitioners when direct resolution isn’t possible or serious issues are involved.
This Policy Covers:
  • Direct complaints against individual Equine Facilitated and/or Assisted Practitioners on the Accredited Practitioner Register where:

    • The client or service user feels unable to approach the practitioner directly.

    • There has been a significant breach of professional conduct or ethical standards.

    • There is a wider public interest issue.

This Policy Does Not Cover:
  • Complaints about practitioners not on the Register.

  • Complaints about former members who are no longer registered.

The Register’s Commitment
TL;DR
We take all feedback seriously, investigate fairly, and use it to improve standards.

The Register:

  • Encourages concerns to be raised early and directly with the practitioner, following their complaints policy.

  • Takes all compliments and complaints seriously and contacts all parties involved.

  • Values the time taken to provide feedback and uses it to improve services.

  • Reviews all complaints fairly and objectively through the Professional Conduct Review Committee (PCRC).

  • Investigates thoroughly and seeks amicable solutions.

  • Maintains a formal record of all compliments and complaints.

 

Making a Compliment
TL;DR
You can submit compliments in writing by email or post

If you wish to formally compliment the Register on any aspect, you can send it in writing by post or email.

Making a Complaint
TL;DR
Try resolving issues with the practitioner first. If not possible, the Register’s PCRC investigates and applies sanctions if needed.

We work to maintain high professional standards among practitioners but recognise issues can arise.

  • Wherever possible, service users and the public should try to resolve issues directly with the practitioner via their own process.

  • In exceptional cases — such as serious breaches of conduct — complaints can be made directly to the Register.

  • The Register’s “Complaints” page outlines how to submit and how complaints are handled.

  • All complaints go to the PCRC, which decides whether they meet the proceedings test.

  • If complaints cannot be resolved through consensual disposal, they are investigated under the Malpractice and Maladministration Policy.

  • Upheld complaints result in sanctions under the Sanctions Policy, and outcomes are published under the Professional Conduct Publication Policy.

Our Complaints Process
TL;DR
We provide a clear and robust process for raising complaints if direct resolution with a practitioner fails.

All Accredited Practitioners (PSA) are required to have their own complaints policies and processes in place. In the unfortunate event of a complaint, we encourage service users to first seek resolution directly with the practitioner. However, we recognise that this will not always be a satisfactory approach, and some may not feel comfortable raising complaints directly. As such, complaints can be raised directly with the Register.

All complaints we receive are acted upon and formally heard by our Professional Conduct Review Committee. We rely on service users, clients, and the public to bring poor and unethical practice to our attention so we can take appropriate action. All complaints that are upheld by the committee are published on our Professional Conduct Notices page for full transparency.

  • You can find out more about our complaints process here.
  • You can review our approach to handling complaints in our Complaints Handling Map.
  • Raise a complaint
Feedback and Opportunities to Improve
TL;DR
You can send feedback anytime to help us improve.

We welcome all feedback to help improve our services. Please email info@athenaherd.org with your suggestions.

Legal Advice
TL;DR
If solicitors are involved, communication will go through them only.

If any party involves solicitors, the Register will only communicate through them. This does not prevent anyone from seeking legal advice.

Feedback and Opportunities to Improve
TL;DR
You can send feedback anytime to help us improve.

We welcome all feedback to help improve our services. Please email info@athenaherd.org with your suggestions.

Handling of Personal Data
TL;DR
We protect your personal data in line with our published Data Protection Policy.

Our Data Protection Policy (available at athenaherd.org) explains how we use and protect your personal information.

Version Date Initials Description
v2.00
OZ
Initial draft after website redevelopment