Accessibility

If you wish to report an issue, or if you would like to request an accommodation to access online materials, information, resources or services, please contact us at [email protected]

Diversity, Equality and Inclusion

Kim’s Equine School is dedicated to ensuring equal access and participation for people with disabilities.

This policy describes and demonstrates the commitments of what is being done to support the integration and safety of disabled stakeholders. This policy applies to all course material being produced by Kim’s Equine School. 

What is a disability? 

The Disability and Discrimination Act 1995 states that ‘a person has a disability for the purposes of this Act if he has a physical or mental impairment which has a substantial and long-term adverse effect on his ability to carry out normal day-to-day activities.

Physical or mental impairments can include sensory impairments (such as those affecting sight and hearing) and learning difficulties.

The legislation explains a disabled person is considered to be discriminated if ‘or a reason which relates to the disabled person’s disability, he treats him less favourably than he treats or would treat others to whom that reason does not or would not apply, and he cannot show that the treatment in question is justified.’. 

The efficient learning of all clients is one of Kim’s Equine School's top priorities and concerns. Therefore any discrimination or harassment made towards us as well as discrimination towards any client will not be tolerated.

Our duty to make arrangements

Kim’s Equine School will be making reasonable adjustments to ensure that all clients and delegates are not disadvantaged. As the courses being provided and offered are online, our work will be held on the web, this ensures that the courses are delivered in the safety of the client's chosen space, or home space. All of our courses have been written in a way that is dyslexia friendly, and as previously stated any further adjustments can be made to ensure equal access to all delegates. All course content and information will be made available in alternative formats that are clear and user-friendly (this includes audio tapes, large prints, etc.).

A limited time with a specialist in equine behavior is offered as part of all our courses, to again ensure equal access to this service, adjustments can be made to ensure that the delegates' needs are met (including the use of further software if necessary).


Our disability discrimination, equal treatment, and data protection policies are all available (PDF format) upon request.

Complaints policy

Kim’s Equine School is dedicated to ensuring that each client purchasing our available courses is receiving training and services of excellent quality. Assuring and maintaining a healthy and direct customer relationship is a top priority. 

This complaints policy is in place to guarantee that the above description of our offered services is met by ensuring all complaints are handled as efficiently and effectively as possible.

As a client of one of our offered courses, you are entitled to make a complaint. The following outlines our policy and procedures for the handling of verbal and written complaints.

We want to resolve your complaints as soon as possible. Please communicate any complaints, dissatisfaction or concern you may have with any of the courses materials (format, content, access to questions and answers…) at [email protected], or with your trainer at Kim’s Equine School, and we will do our best to fix any problems you may be having with our service, as soon as possible.

Our responsibilities

  • Providing our clients with access to the complaints handling process, including clients with disabilities and special needs.
  • Efficiently updating clients informed on the progress of their complaints and the expected timeframe for resolution.
  • Providing an efficient, fair and structured mechanism for handling complaints.
  • Review all of the complaints received every 3 months to update our materials as necessary to ensure accessible and efficient delivery of the course. 

Handling your complaint

  • Upon receiving a complaint, we will acknowledge your matter via email within 1 business day.
  • We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
  • Our aim is to resolve complaints in a timely manner and we will generally resolve a matter within 10 calendar days.
  • Complex complaints may take longer than 10 calendar days to resolve. In these cases, we will regularly update you on the progress and likely timeframe for resolution.
  • We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing via email.
  • Making a complaint is free. 


A PDF format of this policy is available upon request.