At Equine Register, we are committed to providing the highest quality digital services. We value your feedback and treat every complaint as an opportunity to improve our services and support for the equestrian community.
If you are dissatisfied with our services or the information held within your Digital Stable or the Central Equine Database, please follow the steps below.
1. How to Make a Complaint
We aim to resolve issues quickly and informally whenever possible. If you have a concern, please contact our support team first:
Phone: +44 (0)333 880 0122
When contacting us, please include the following details to help us investigate efficiently:
Your full name and contact information.
The Equine’s UELN or microchip number (if the complaint relates to a specific record).
A clear description of the issue and how you would like us to resolve it.
Any relevant supporting documentation or correspondence.
2. Our Commitment (The Process)
We aim to acknowledge and resolve complaints as promptly as possible.
Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.
Investigation: A dedicated team member will investigate the matter. We may contact you if we require further information or clarification.
Resolution: We aim to provide a full response or resolution within 10 working days. If the matter is complex and requires more time, we will notify you of the delay and provide a revised timeframe.
3. Escalation
If you are dissatisfied with the initial resolution, you have the right to escalate your complaint. Please request an escalation in writing to the same email address, marked for the attention of the Customer Service Manager.
Clearly state why you are unhappy with the initial response.
An senior manager will review the case, including the original complaint and the previous investigation findings.
A final decision or response will be provided within 10 working days of the escalation request.
4. Record Keeping and Data Privacy
Privacy: All complaints are handled in accordance with our Privacy Policy. Your personal data and the details of your complaint will be stored securely and used only for the purpose of investigation and quality improvement.
Improvement: We log all formal complaints to identify recurring issues. This allows us to improve our internal processes, database accuracy, and user experience.
5. Important Note on Database Disputes
If your complaint relates to inaccuracies in equine records or ownership details within the Central Equine Database, please note that we rely on information provided by Passport Issuing Organisations (PIOs). While we will investigate your complaint thoroughly, some updates may require us to liaise with the relevant PIO. We will keep you informed if this is necessary.