U1     STAGBI aims to provide the best possible service to its members and to comply fully with Commission Regulation EC 2015/262 (the “2016 EU Regulation”); 2018 No 761 The Equine Identification (England) Regulations 2018; 2019 No 57 (W.20) The Equine Identification (Wales) Regulations 2019 and 2019 No 30 The Equine Animal (Identification) (Scotland) Regulations 2019.

However, if you are dissatisfied with an aspect of the service provided by STAGBI please discuss the matter with STAGBI staff or a Director of STAGBI (Please see website for list of STAGBI Directors)

 If this is insufficient, you may submit your complaint in writing to STAGBI.

U2     Upon receiving a written compliant, STAGBI will provide written acknowledgement of receipt of the complaint or appeal by return.

U3     A written confirmation will be provided within 15 days of how the complaint will be dealt with.

U4     The President of STAGBI will appoint three members of the Board of Directors, unconnected in any way with the matter in hand, to hold an enquiry.  Such enquiry will be held within 60 days of receipt of the complaint.

U5     Following the enquiry, STAGBI will issue a written confirmation of the outcome, any procedures to appeal that outcome will be provided.

U6     Records will be maintained  relating to any complaints received. These records will be available for inspection if required. These records will include the name of the complainant, the substance of the complaint and all relevant correspondence. It will also include any offer of redress, accepted or refused, by the complainant. These records will be held for no more than two years.

U7     Appeal Procedure.  If the client is not satisfied with the solution/process, they may appeal to STAGBI board of Directors.  This appeal should be made in writing, detailing the cause of dissatisfaction and may offer suggested resolution(s).

U8     If the client is not satisfied with the outcome of their appeal, they may wish to take their case to one of the following:

Equine Identification Team
Seacloe Building
2 Marsham Street
08459 335577      

WALES / Welsh Government / Environment, Sustainability and Natural Resources 

Equine Identification Policy Team
Agriculture – Sustainable Development Division
Cathays Park 2
CF10 3NQ

SCOTLAND / The Scottish Government / Agriculture, Food and Rural Communities Directorate

 Equine Identification Team
Animal Health and Welfare
P Spur
Saughton House
Broomhouse Drive
Edinburgh EH11 3XD
08457 741741

NORTHERN IRELAND / Northern Ireland Executive / Dept of Agriculture, Environment and Rural Affairs

Agri-Food Policy 1
Dept of Agriculture, Environment and Rural Affairs
Dundonald House
Upper Newtownwards Road
Belfast BT4 3SB

0300 200 7852


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