HorseWorld Trust Complaints Procedure

HorseWorld Trust is committed to delivering excellent customer service to everyone who engages with our work. If you have been disappointed by your experience of HorseWorld Trust then we are keen to hear from you so that we can try to put things right. We take complaints very seriously and view them as an opportunity to improve and are very grateful to those who take the time to tell us about their concerns. In the event of a complaint our aim is to take actions to resolve the situation and put appropriate measures in place to try to prevent a similar issue from happening again.

Fundraising Concerns

Some concerns, such as how often we write to supporters, can be resolved quickly following a conversation with one of our fundraising team. We do not view these communications as complaints but aim to respond to them promptly.

If you have a question, comment or concern that you would like to talk to our fundraising team about then you can call 01275 893036 or you can email


A complaint is a more formal expression of dissatisfaction. To make a formal complaint you can email us at or write to us at the following address:

Complaint Services

HorseWorld Trust

Delmar Hall

Keynes Farm

Staunton Lane



BS14 0QL

Please include your name and relevant contact details in your email or letter so that we can contact you regarding this.Unfortunately, we are unable to accept complaints through message boards or Social Media.

We will acknowledge your complaint and provide an initial response within 10 working days of receiving it and we expect to be able to resolve most complaints within this timeframe. If we need to conduct a more detailed investigation, we will aim to provide you with a full response within 20 working days. If, due to exceptional circumstances, we are unable to meet that deadline then we will let you know.

If, after 20 working days, your complaint has not been resolved, then you can contact the following regulators as applicable:

The Fundraising Regulator

For fundraising complaints you can submit your complaint through the Fundraising Regulator website:

If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by telephone on 0300 999 3407.

The Charity Commission (England & Wales)

For other serious complaints please visit the Charity Commission website:

Should the following occasions occur then we may not be able to respond fully to a complaint:

•When a complaint is made anonymously then we will not be able to respond directly, but we may, at our discretion, decide to investigate the complaint and use the information to make improvements where possible;
•When a complaint has been sent as part of a mass communication to us and many other charities;
•When a complaint is illegible or incoherent;
•When a complainant is being abusive or offensive or harassing one of our employees or volunteers;
•When a complaint concerns an issue that happened over 3 months ago, as it may be difficult to investigate the concerns thoroughly due to the length of time that has passed;
•When we believe that we have already responded to a complaint in line with our complaints procedure.