The Wormwood Scrubs Pony Centre

Highly Approved British Horse Society Riding School

Approvals Award

LB of Hammersmith & Fulham Licence No. 2019/00107 5 Star Rating

Riding for the Disabled Centre, Pony Club Branch, BHS Approved,ABRS Honorary Member

Registered Charity Number 1045045

Complaint Procedure


We endeavour to ensure that:

making a complaint is as easy as possible;

we treat a complaint as a clear expression of dissatisfaction with our service which calls for a response;

we treat it seriously whether it is made in person, by telephone, by letter, or by email;

we deal with it promptly, politely and where appropriate, informally (for example, by telephone or in person);

we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;

we learn from complaints and use them to improve our service.

How to make a complaint

You can make a complaint by writing, e-mail, telephone or in person (by appointment please).

If you are writing your complaint, please provide your telephone number if a response by telephone would be convenient.

If you are e-mailing, please state if a reply by telephone is acceptable or if a response by e-mail is required, if not, please provide your full postal address.

Contact details for complaints:

The Wormwood Scrubs Pony Centre

Postal Address

30 Sunningdale Avenue

W3 7NS

Tel. 020 8740 0573

What happens next?

We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for example, if your complaint requires more detailed investigation, we will give you an interim response telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.

The full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the CEO