Complaints procedure

If you wish to make a complaint, please email or call Sarah Dyer on 07786 137768.

Dynamo Stud – Langford Farm always aims to prove a high standard of care to all our arena and facticity hire clients. Our clients views are very important to us and help ensure our services are consistently meeting people’s needs. If you are unhappy with any or our services, it is important you let us know.

If a complaint alerts us to potential safeguarding issues, we are trained to handle your concerns.

Making a suggestion:

Often people feel more comfortable about suggestion improvements rather than complaining formally. Anyone receiving our services may make a suggestion.

First you should contact Gemma Freeman, our event co-ordinator or Sarah Dyer (owner) available at

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the services we provide. Dynamo Stud – Langford Farm assure clients that it will not withdraw or reduce services because someone make a complaint in good faith.

How you can make a complaint:

  • In person
  • By telephone
  • Through the owner, Sarah Dyer or events co-ordiantor Gemma Freeman (where someone complains orally, we will make a written record and provide a copy of it withing 3 working days if necessary)
  • By letter
  • By email
  1. We deal with anonymous complaints under the same procedure; however, it is better if you can provide contact details so we can tell you the outcome of our investigation.
  2. The owner has overall responsibility for dealing with all complaints made about their service.
  3. The owner of Dynamo Stud – Langford Farm will acknowledge a complaint within 3 working days.
  4. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
  5. When we have finished investigating, we will contact you to discuss the outcome with details of the findings, any action taken and our proposal to resolve your complaint.

Time Limits:

You should complain as soon as you can on which event occurred or came to your notice. If you complain more than a month later, we may not be able to investigate properly. But will shall also consider whether you had good reason for not making the complaint sooner and whether despite the delay it is still possible to investigate the complaint effectively and fairly.