Introduction:

 

We are really sorry if you are not happy and we want to get things sorted for you quickly.

 

If you wish to make a complaint, please get in touch with us using the details below.

 

Resolving your complaint:

 

We will always try to resolve your complaint as soon as we receive it. Where we cannot, we will aim to send you an acknowledgement of your complaint within 48 hours.

 

We will investigate and work with you to achieve a satisfactory resolution.

 

For test related issues, the following apply;

 

1. If your video is of poor quality, we will do our best to judge it, however if specific movements can't be seen we cannot accept responsibility for the loss of marks.  Where time permits we will offer suggestions for improvement for future test recording.  If the video is submitted at least a week prior to the cut off time, Dressage Online will give the competitor the option to submit a second test.

2. Very rarely mistakes may be made with calculating percentages, please ensure we are notified  by email within 24 hours of receipt of your test sheet and we will endeavour to rectify any errors.

3. The judge's decision is final. No communication or discussion will be entered into by Dressage Online Ltd. any of its representatives or the judge involved. Any objection or appeal regarding a score must be made in writing to dressageonline@gmail.com within 24 hours of the test sheet being sent to you.

 

We will treat you with courtesy and respect and expect the same consideration to be shown to our staff.

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Contact information:

 

Dressage Online welcomes your comments on this complaints policy. Please contact us at dressageonline@gmail.com should you wish to discuss any comments you may have.

 

To contact us by post please write to Dressage Online, Ferndale House, North Lopham, Norfolk, United Kingdom. IP22 2NQ

 

Dressage Online Ltd. is registered in England and Wales No. 11038924.