WARLINGHAM AND DISTRICT HORSE CLUB – COMPLAINTS PROCEDURE

PURPOSE

This procedure outlines how Warlingham and District Horse Club (WDHC) handles complaints from members regarding the behaviour or conduct of other members, officials, or club activities. We are committed to dealing with all complaints fairly, promptly, and confidentially.

SCOPE

This complaints procedure applies to:

Complaints about member behaviour or conduct
Concerns about club activities or events
Issues relating to club management or decision-making
Any matter that does not relate to safeguarding (see separate section below)

This procedure does NOT cover safeguarding concerns – see the Safeguarding section at the end of this document.

INFORMAL RESOLUTION (RECOMMENDED FIRST STEP)

Before making a formal complaint, we encourage members to try to resolve issues informally where possible:

Direct Discussion: If you feel comfortable, speak directly to the person involved
Mediation: Ask a committee member to help facilitate a conversation
Advisory Discussion: Contact the Secretary informally to discuss your concerns

Many issues can be resolved quickly through open communication. However, if informal resolution is not appropriate or unsuccessful, please follow the formal procedure below.

FORMAL COMPLAINTS PROCEDURE

STEP 1: SUBMITTING YOUR COMPLAINT

How to Submit:

All formal complaints must be submitted in writing to the Club Secretary
Email: secretary@wdhc.org.uk

What to Include:

Your full name and contact details
Date(s) of the incident(s)
Details of what happened, including: who was involved, where it occurred, what was said or done, and any witnesses present
Copies of any relevant evidence (emails, photos, messages, etc.)
What outcome you are seeking
Whether you have attempted informal resolution

Timeframe:

Complaints should be submitted as soon as possible after the incident
We may not be able to investigate complaints about incidents that occurred more than 6 months ago, unless there are exceptional circumstances

STEP 2: ACKNOWLEDGEMENT

Within 7 days of receiving your complaint, the Secretary will:

Send you written acknowledgement that your complaint has been received
Confirm the date it was received
Provide an expected timeframe for the investigation
Notify the person(s) against whom the complaint has been made (unless doing so would compromise the investigation)

STEP 3: INVESTIGATION

The committee will conduct a fair and thorough investigation, which may include:

Reviewing written evidence
Speaking to witnesses
Interviewing the complainant
Interviewing the person(s) complained about
Reviewing relevant club records, policies, or procedures

During the investigation:

All parties will be given an opportunity to present their side of the story
The committee may request additional information from any party
All information will be treated confidentially
The committee may take interim measures if necessary (e.g., temporary suspension from events)

STEP 4: DISCIPLINARY HEARING

Within 21 days of receiving the complaint, the committee will convene a hearing to consider the evidence.

The hearing will:

Be attended by committee members (minimum quorum as per constitution)
Review all evidence gathered during the investigation
Consider statements from all parties
Determine whether the complaint is upheld (in full or in part) or not upheld
Decide on appropriate action if the complaint is upheld

Possible Outcomes:

The committee has the power to take disciplinary action including, but not limited to:

Verbal warning
Written warning
Temporary suspension from club activities or events
Conditions placed on membership (e.g., supervision requirements)
Termination of membership
No action (if complaint is not upheld)

Factors Considered:

Severity of the behaviour
Whether this is a first offence or repeated behaviour
Impact on other members or the club
Any mitigating circumstances
Club rules, BHS rules, and relevant codes of conduct

STEP 5: DECISION NOTIFICATION

Within 7 days of the hearing, the committee will notify both parties in writing:

The outcome of the hearing
The reasons for the decision
Any disciplinary action to be taken
The right to appeal (if applicable)
How to submit an appeal

STEP 6: RIGHT OF APPEAL

If you are dissatisfied with the outcome, you have the right to appeal.

Who Can Appeal:

The person who made the complaint
The person against whom the complaint was made

How to Appeal:

Submit your appeal in writing to the Secretary within 14 days of receiving the decision
Clearly state the grounds for your appeal
Provide any additional evidence or information

Appeal Grounds:

New evidence has come to light that was not available at the hearing
The procedure was not followed correctly
The decision was unreasonable given the evidence
The disciplinary action is disproportionate

Appeal Process:

The committee will consider the appeal within 30 days of receiving it
The appeal may be considered by the full committee (excluding any members who were directly involved in the original complaint) or an independent panel appointed by the committee
The appeal decision is final

SPECIAL CIRCUMSTANCES

Complaints Against Committee Members

If your complaint involves a committee member:

Submit your complaint to the Secretary as normal
The committee member complained about will not participate in any discussions or decisions regarding the complaint
If the complaint is against the Secretary, submit it to the Chair (chair@wdhc.org.uk)
If the complaint is against multiple committee members, the committee may appoint an independent person to assist with the investigation

Complaints Against the Chair or Multiple Committee Members

If your complaint involves the Chair or multiple committee members such that a fair hearing cannot be conducted:

Contact the British Horse Society directly for guidance
The committee may appoint an independent panel to hear the complaint

Vexatious or Malicious Complaints

The club takes false or malicious complaints very seriously. If a complaint is found to have been made in bad faith, with malicious intent, or to harass another member, the person making the complaint may face disciplinary action, up to and including termination of membership.

SAFEGUARDING CONCERNS

IMPORTANT: This complaints procedure does NOT apply to safeguarding concerns. If your concern relates to the welfare, safety, or protection of a child, young person, or vulnerable adult, you must follow the club’s Safeguarding Policy instead.

For safeguarding concerns, contact:

Club Safeguarding Officer (CWO): safeguarding@wdhc.org.uk
In an emergency: Contact Police on 999
NSPCC Helpline: 0808 800 5000

Safeguarding concerns will be handled in accordance with the club’s Safeguarding Policy and may be referred to external agencies including Police, Children’s Services, or Adult Social Care.

CONFIDENTIALITY AND DATA PROTECTION

All complaints will be handled confidentially
Information will only be shared on a “need to know” basis
Records will be kept securely in accordance with GDPR and the Data Protection Act 2018
Complaint records will be retained for 6 years after the case is closed
Personal data will be processed in accordance with the club’s Privacy Policy

RECORD KEEPING

The Secretary will maintain a confidential record of:

All formal complaints received
Investigation notes and evidence
Hearing outcomes and decisions
Appeal submissions and outcomes
Any disciplinary action taken

These records are confidential and will only be accessed by authorized committee members.

SUPPORT DURING THE PROCESS

We understand that making or being subject to a complaint can be stressful. Throughout this process:

You may be accompanied by a friend or family member (but not a legal representative) at any meetings
You may request updates on the progress of your complaint
All parties will be treated with respect and dignity
We will aim to resolve complaints as quickly as possible while ensuring fairness

EXTERNAL SUPPORT

If you remain dissatisfied after exhausting the club’s internal complaints procedure, you may contact:

British Horse Society
Welfare Department
Abbey Park, Stareton, Kenilworth, Warwickshire CV8 2XZ
Tel: 02476 840500
Email: welfare@bhs.org.uk

REVIEW

This complaints procedure will be reviewed annually by the committee and updated as necessary to ensure it remains fair, effective, and compliant with current legislation and best practice.

Policy Adopted: 15/12/25

Review Date: December 2026

Approved by: [Committee]

QUICK REFERENCE SUMMARY

Action	Timeframe
Submit complaint in writing	As soon as possible (within 6 months of incident)
Acknowledgement by Secretary	Within 7 days
Committee hearing	Within 21 days of complaint being received
Decision notification	Within 7 days of hearing
Submit appeal	Within 14 days of receiving decision
Appeal consideration	Within 30 days of receiving appeal

CONTACT DETAILS

General Complaints: secretary@wdhc.org.uk

Safeguarding Concerns: safeguarding@wdhc.org.uk

Emergency: 999

This procedure is based on the WDHC Constitution (Section 10: Discipline and Appeals) and complies with British Horse Society guidance for affiliated riding clubs.