Riding Establishment License AWL0004 | Sharon Poole 07716 106325

Lesson Policies

How do I start?

All new students undertake an introductory evaluation lesson. After the initial lesson we will work together to find a day and time for recurring lessons based on your goals, skill and availability. Lessons are scheduled for a weekly recurring basis. Please plan to commit at least 30 minutes a week. Drop in lessons have limited availability.

How do I pay for lessons?

Payment is made at the time of booking your lesson via either bank transfer or cash. Failure to pay for your lesson will mean the slot will be offered to the next student that can make that time slot and pay for it.

Lesson Payment Plan

We operate a lesson payment plan for those students wishing to block book a months worth of sessions at a time. Payment is due on the 1st day of each month and it is up to the student/parent to work out how many sessions they will have that month and pay appropriately. If a student misses a session during a month they can arrange 1 make-up lesson in line with our standard cancellation policy within that month to compensate any further missed lessons payment will be kept in leu of failed attendance. Make up lessons will need to be booked in as soon as possible as there may be limited times available, it may mean joining a group lesson even if the original booking was a private one. If a student is going away on a planned holiday then they must notify Sharon Poole the month beforehand of when they will be absent from their lesson schedule, this will mean they do not have to pay for the lessons whilst away on holiday.

Cancellation Policy

All cancellations require 24 hours notice. Lessons cancelled without 24 hour notice will be subject to full lesson payment costs. Cancellation notices must be via phone call, text or email (Facebook messenger is not ideal). The option of a make-up lesson will be offered to those cancelling within the 24 hour period or the payment will be rolled on to the next lesson for the student.

Do we ride all year?

Yes, we ride all year round and in most weather conditions. If the weather is not appropriate for a riding lesson then an unmounted session will be given.

Lesson types and current costs.

Complaints Policy

The purpose of this complaint policy is to enable clients or staff to be fully informed upon the process by which any complaints received by the Centre will be managed. It aims to ensure that all complaints received are responded to in a manner which reassures the person making the complaint that complaints are managed in an appropriate and timely manner.

It is recognised that complaints may provide a business with a valuable opportunity to identify any shortcomings in the service provided to both clients and staff.

How to make a complaint?

Complaints may be made directly in person, by telephone, by email or in writing and this policy outlines the procedure to be followed if a complaint is received.

Who do I complain to?

Any complaint should be made to either of the following personnel: Sharon Poole, Centre Proprietor

If a complaint relates to allegations of ill treatment of a child or adult at risk, then the Centres (or BHS) Safeguarding Policy will be followed.

When a complaint is received

The following details of a complaint are recorded:

Name of complainant and contact details

Date of receipt

Nature of complaint

Complaint details will only be circulated to those with direct need to be informed upon the complaint. Complainant details will be deleted from the complaint when the complaint is closed, prior to the complaint being logged.

Responding to a complaint

The Centre Proprietor will acknowledge receipt of the complaint within 2 working days.

Depending upon the nature of the complaint, the Centre Proprietor may choose either of the following options;

to telephone/meet with the complainant to discuss the complaint before initiating any investigation

initiate an investigation to ascertain the facts

respond to the complainant upon the outcome of the complaint, e.g. upheld or not within 5 working days.

In situations whereby the complaint may require further time allowance to enable further investigation then the Centre Proprietor will inform the complainant.

Upon closure of investigation, the Centre Proprietor will initiate appropriate action in response to the complaint.

Details of the investigation and any resulting outcome will be recorded in the complaints log.