Complaints about a professional

Our members promise to meet The FindAnEquinePro Standard and agree to have reviews from their customers published online for all to see.

Before we publish negative feedback we like to give our members a chance to put the matter right. We have found that this usually results in a much better outcome for you.

It doesn’t happen very often, but if you have been let down by a FindAnEquinePro professional here’s how we can help:

Our Policy

FindAnEquinePro encourage and recommend you to make all reasonable efforts to discuss your issues directly with the company concerned to see if a mutual resolution can be made.

Whilst FindAnEquinePro will undertake a level of investigation, our aim is to remain impartial throughout, supporting where we can both parties to a reasonable resolution.

FindAnEquinePro will contact the business to discuss your concerns as this encourages a resolution. If you do not wish for FindAnEquinePro to contact the business we may be able to investigate the complaint but cannot publish your comments. Your complaint will be kept on record which will allow us to build up a picture of how the company conducts their business.

FindAnEquinePro can only assist you with complaints about FindAnEquinePro members (this includes any complaints up to a year prior to the company becoming a member).

The complaint must be within a 24 month period from the day the work was completed.

If necessary, FindAnEquinePro may ask for evidence of work carried out. In the absence of evidence we will be unable to publish the complaint.

FindAnEquinePro will not publish anonymous comments or those from third parties.

If a satisfactory resolution is obtained, you are welcomed to decide whether you wish to continue with your original comments, to withdraw them or to submit new feedback.

We aim to respond to all Complaints within 24 hours.

We aim to publish all complaints within 15 working days.

All feedback is published in order of date of work.

Any published complaints will not show the customers details, for example name and address.

FindAnEquinePro reserves the right to edit comments for length, spelling or clarity. We will not publish names or abusive language.

In any event, please do still notify us of your experience. Your comments are important and will be recorded internally. This will help us build up a picture of this company and the way in which they conduct their business.

Our Complaints Process

Have you spoken with the business regarding your concerns?

We recommend that you first discuss your concerns directly with the member to see if you can come to a mutual resolution. You can still tell us about your experience if you feel you are unable to do this.

Has your job been completed or is still in the process of being completed?

Please do still tell us about your experience. We value your comments. This will help us build a picture of this company and the way they conduct their business.

Are you happy for us to contact the business regarding your issue?

We understand that you may not want us to contact the member, and we would like to understand why. The reason we are unable to publish anonymous complaints is that the member will not have the opportunity to try and resolve the matter or reply to your comments. Please do still tell us about your experience. We value your comments.

Further Advice

Should you be in need of more help or would like to know more about your legal rights, we encourage you to speak to the Citizens Advice Consumer Helpline.

Citizens Advice Consumer Helpline is a telephone and online consumer advice service, which is supported by local authorities and by the Department of Trade and Industry.

Visit their website here or call 03454 04 05 06.