Complaints Process

CHCSB promotes adoption of high professional standards within the hoof trimming profession. Occasionally people fall short and we expect trimmers to acknowledge these occasions and work with clients and colleagues to rectify them. Sometimes a more formal complaint is needed when the problem is serious or cannot be rectified with professional dialogue.

If you have a complaint about a CHCSB trimmer (and please check they are listed on the members profile page) then please contact Kate Cross:

Note we will not get involved in disputes on matters other than the application of professional trimming e.g. not financial or personal disputes. Please provide sufficient details to allow the complaint to be investigated fully.

The complaints process will involve:

  1. Gathering and confirming any further details of the complaint to check the complaint is appropriate for investigation by CHCSB (or should be referred or handled by a different body)
  2. Approaching the CHCSB trimmer with the details of the complaint
  3. Arranging an interview with the trimmer (and potentially the complainant) to establish the facts.
  4. Reporting findings to the CHCSB chairman and/or committee
  5. Summarising findings in a brief report to the chairman and/or committee
  6. Agreeing appropriate level of infringement with final sign-off the final report findings:
    • If no concern is found then the member will be fully re-instated on the website.
    • If some fault is found but it is of little or no consequence for animal welfare, client, trimmer or other professional then the CHCSB member may be given guidance, or a warning may be issued.
    • If serious fault is found then the member may be asked to speak to the CHCSB committee, may be asked to attend further training, receive additional audits or may be removed from the CHCSB.
    • The trimmer may choose to voluntarily withdraw their membership
    • If there is cruelty or a law has been broken then the trimmer may be referred to Trading Standards, APHA or other legal authorities
  7. Sharing the final report with the complainant and defendant.

This process will be confidential, rigorous, fair and impartial. The sanctions (if any) need to be proportionate to the infringement. Records will be kept for 7 years.