Complaints and Appeals Procedure
The Dales Pony Society encourages the preservation and breeding of Dales ponies and manages the stud book. It is also a passport issuing organisation recognised by Defra.
The Society works hard to provide a good service to its members, breeders, owners, and the public, but occasionally you may think it has got something wrong. It wants to be able to deal with any complaints as quickly as possible in order to resolve issues. This document provides information about how the Society will consider any complaints made in relation to registrations and the issue and ongoing management of passports.
Registration of Dales Ponies into the stud book is regulated by the Commission Implementing Regulation (EU) 2015/262 and the Equine Identification (England) Regulations 2018 (SI 2018/761). Policies are set out in the Society's Rules of Registration and the Introduction of each volume of the published Stud Book.
The Society publishes a registration form containing Registration Guidance and Fees for 2014 Foals. By signing the registration application form you confirm that you abide by the terms and conditions set out in that document. Please ensure that you are familiar with all the above documents.
What is a complaint?
A complaint is an expression of dissatisfaction or concern made in writing by letter or email, relating to the Society's action, inaction or standard of service in connection with the registration of ponies and the issue and ongoing management of passports. An initial approach may be made verbally, in person or by telephone, but it must be followed up in writing. Your name and contact details must be included. The Society does not act on anonymous letters.
You cannot complain if you:
- are making an initial request for a service;
- have failed to meet required deadlines;
- have failed to supply all required information;
- have failed to pay all required fees.
You cannot complain about loss or delay caused by the actions or inaction of third parties beyond the control of the Society. Examples would be (but are not limited to) industrial action or loss of items in the post caused by your failure to use Recorded Delivery as recommended by the Society.
You are strongly advised to inspect your passports carefully and immediately on receipt. Any complaint must be timely and normally the Society will not be able to consider as a complaint a problem that occurred more than 6 months ago. If it is to consider matters raised after that time, complainants will need to provide strong reasons why the issue was not raised earlier.
The Society will acknowledge receipt of a complaint by return.
You will be advised at that time of the date of the next meeting of the Council where the complaint will be dealt with.
Following that Council meeting you will receive written confirmation of the Council's decision.
If the Society is at fault it will apologise, explain how the problem occurred and the measures taken to prevent it happening again.
The item will appear in the minutes of that meeting and appropriate records will be kept. You have the right of access to electronic information held on you and other rights under the Data Protection Act.
If you are not satisfied with the decision you have the right to make an appeal to the Council. This appeal must be made in writing, and confirmation of receipt will be acknowledged by return. The appeal will be heard by the Chairman and two other people, who may or may not be members of the Council, and who may or may not have been involved with the original decision.
Please address your complaint "For the attention of the Council" and send to:
The Secretary, Dales Pony Society, Green Farm, Stocksbridge, Sheffield, S36 4GH
Or by mail: firstname.lastname@example.org