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The British Show Horse Association
THE BSHA

Complaints Procedure

The BSHA is committed to treating all members fairly, equally and with courtesy.

The BSHA is committed to ensuring all members are treated fairly and that any concerns are addressed in a transparent and consistent manner. To ensure complaints are handled appropriately, the following procedure must be followed:

  1. Submitting a Complaint
  • All complaints must be made in writing and sent to the BSHA office.
  • Complaints must be received within 14 days of the incident giving rise to the complaint.
  • Complaints must include:
    • The member’s full name
    • The current BSHA membership number
    • A detailed description of the issue or incident being reported
    • Any supporting evidence or documentation relevant to the complaint
  1. Deposit Requirement
  • A deposit of £50 must accompany all complaints. (Please contact BSHA Office for details of how to submit deposit).
  • This deposit will be refunded in full if the complaint is found to be substantiated following investigation.
  • If the complaint is found to be unfounded, the £50 deposit will be forfeited.
  1. Acknowledgement of Complaint
  • Upon receipt of the written complaint and deposit, the BSHA will issue a written acknowledgment confirming receipt and outlining the next steps in the process.
  1. Review and Investigation
  • The complaint will be reviewed by the appropriate Board committee, appointed officer and if required an independent expert.
  • The BSHA will ensure that all relevant procedures are followed and that both the complainant and any parties involved are given an opportunity to respond.
  1. Outcome and Disciplinary Action
  • Following review, if the complaint is upheld, appropriate actions will be taken in line with the Disciplinary Processes set out in the BSHA Rulebook.
  • If the complaint is not upheld, the complainant will be informed in writing, and the deposit will be retained by the Association.
  1. Notification of Decision
  • The complainant will receive a written outcome detailing the findings of the investigation and any resulting actions or recommendations.
Only complaints submitted following the above procedure will be processed by the BSHA.