Helpline: 01488 648998

Reporting of welfare complaints

The purpose of this page is to set out and explain the procedures for dealing with welfare complaints relating to Retraining of Racehorses (RoR) stakeholders. This includes, but is not limited to, members, judges, welfare stewards and officials.

1. How to make a complaint

If you wish to raise a concern or make a welfare complaint, please follow the steps below:

Step 1: Initial feedback (informal stage)

Where appropriate, we encourage individuals to raise their concerns informally with an RoR official at the event. Many issues can be resolved quickly through open, respectful conversation.

If the matter cannot be resolved informally, or if you prefer not to raise it at the event, please proceed to the formal process.

Step 2: Submit a formal complaint

Formal complaints should be submitted in writing within 14 working days of the event, and must include:

  • Your name and contact information
  • The date, venue and name of the event
  • Names (if known) of the member/official/judge/steward(s) involved, and the names of any witnesses.
  • Name/number of the horse (if known)
  • A clear description of the concern or incident
  • Any supporting evidence (e.g. photos, videos, witness accounts, test sheets, other documents)
  • If the complaint concerns a horse or horse welfare, every effort should be made to ascertain the condition of the horse. Should the incident have taken place at a show or educational event the complainant should, if appropriate, first approach a steward, organiser or judge(s). All relevant information should be entered on the RoR welfare incident report form and submitted to the email address below, together with any supporting photographic or videographic evidence, and any witness statements.
  • Anonymous concerns will be reviewed but may be limited in how far they can be investigated.

Download our welfare incident form and send it by email to [email protected]

2. What happens next?

  • You will receive an acknowledgement within five working days confirming that your complaint has been received.
  • All formal complaints will be investigated and assessed by RoR’s dedicated investigation committee. The committee will review the complaint and any accompanying evidence.
  • Carry out an investigation.
  • Reach a decision on whether the complaint is upheld, partially upheld, or not upheld.
  • We aim to provide a written response from RoR within 20 working days of the complaint being acknowledged. This will include:
  • A summary of the findings
  • Any actions taken or planned

3. Confidentiality

All complaints will be treated with sensitivity and in confidence. Information will only be shared with those involved in handling, investigating, or responding to the complaint, following all relevant RoR policies including GDPR and privacy policies

4. Follow-up

All complaints, whether upheld or not, will be logged and reviewed regularly by RoR. Trends or recurring issues may inform future education, training and guidance for subjects of complaints.

Contact

If you have any questions about this process or need assistance submitting a complaint, please contact the RoR office at 01488 648998
[email protected]

We value your feedback and are committed to ensuring that the Welfare Stewarding Team, RoR judges and officials operate to the highest standards of fairness, professionalism, and care for both.