If a TBA member, associate or member of the public feel they have a grievance with any aspect of the TBA’s fundraising processes they may make a complaint in writing to:
The Thoroughbred Breeders’ Association
8 The Avenue
Or via email to: [email protected]
The TBA will endeavour to acknowledge all complaints within two days of receipt.
The TBA will endeavour to respond to any complaint in writing within 28 days of the acknowledgement. If unable to respond in that timeframe the TBA will keep the complainant informed of the delay and its reason.
Where possible, the TBA shall ensure that complaints are investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, the TBA shall consider whether a third party outside of the organisation should be asked to investigate the complaint.
The TBA shall listen to complainants to understand the complaint and the outcome they are seeking.
If the complainant is not satisfied with the TBA response then they may refer the complaint to the Fundraising Regulator, who will investigate as long as any complaint is received within two months of the TBA response.
All complaints will be held on record for a period of 24 months from receipt