Bye-laws and Policies

DARTMOOR PONY SOCIETY – BYE LAWS
January 2024
The Dartmoor Pony Society Reg. Office: Birks Cottage, Heddon on the Wall, Newcastle upon Tyne, NE15 0HF Registered No: 3240342 England and Wales
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The undermentioned Byelaws at present in force shall remain until such time as they may be amended or rescinded by the Council.
A. MEMBERSHIP ENTITLEMENTS
Membership of the Society is divided into the following categories: (a) Full Members, or (b) Life Members, or (c) Honorary Life Members, or (d) Associate Members, or (e) Overseas Associate Members, or (f) Overseas Associate Life Members, or (g) Junior Members, or (h) Family Members
1.
Full or Life Membership may be applied for by individuals over the age of 18 and such membership shall be granted subject to the approval of the Council Members, which shall be in their absolute discretion.
Honorary Life Members may be elected by the members in General Meeting upon the recommendation of the Council.
Full Members, Life Members and Honorary Life Members are entitled to:
i) Vote at the Annual General Meeting, Extraordinary General Meetings and Council elections.
ii) Apply for Grants and Premiums (providing at least two years’ consecutive subscriptions have been paid by the due time, including the current year).
iii) Register ponies in the Stud Book or Supplementary Register at reduced fees.
iv) Exhibit at the Dartmoor Pony Society’s Championship Breed Show.
v) Compete for the Society’s special rosettes and trophies awarded at shows throughout the country.
vi) Receive the Society’s magazine, newsletters and other free publications.
vii) Stand for Council (after 5 years consecutive membership)
2.
Associate Membership may be applied for by individuals over the age of 18 and such membership shall be granted subject to the approval of the Council Members, which shall be in their absolute discretion.
Overseas Associate Membership may be applied for by individuals over the age of 18 who reside abroad and such membership shall be granted subject to the approval of the Council Members, which shall be in their absolute discretion. Full Members who move abroad shall automatically be deemed to be Overseas Associate Members. The decision of the Council as to the place of residence of a member shall be final and binding.
Overseas Associate Life Membership may be applied for by individuals over the age of 18 who reside abroad and such membership shall be granted subject to the approval of the Council Members, which shall be in their absolute discretion. Life Members who move abroad shall automatically be deemed to be Overseas Associate Life Members. The decision of the Council as to the place of residence of a member shall be final and binding.
Associate Members, Overseas Associate Members and Overseas Associate Life Members are entitled to:
i) Exhibit at the Dartmoor Pony Society’s Championship Breed Show.
ii) Compete for the Society’s special rosettes and trophies awarded at Shows throughout the country.
iii)Receive the Society’s magazine, newsletters and other free publications.
3.
Junior Membership may be applied for by individuals under the age of 18 on the first day of January in the relevant year and such membership shall be granted subject to the approval of the Council Members, which shall be in their absolute discretion.
Junior Members are entitled to:
i) Exhibit at the Dartmoor Pony Society’s Championship Breed Show.
ii) Compete for the Society’s special rosettes and trophies awarded at Shows throughout the country.
iii) Receive the Society’s magazine, newsletters and other free publications.
4.
Family Membership may be applied for by partners and their children under the age of 18 and such membership shall be granted subject to the approval of the Council Members which shall be in their absolute discretion. Family Membership conveys upon its two adult members the rights and privileges of Full Members and upon its minor members the rights and privileges of Junior Members.
Family Membership conveys upon its two adult members the entitlements of Full Membership and upon its young members, the entitlements of Junior membership.
B. REGISTRATION
The Society will enter into the Stud book animals of the Dartmoor Breed that are eligible for entry under the Society’s breed criteria, without discrimination on account of their country of origin.
1. All registrations for the Dartmoor Pony Society (DPS) Stud Book should be made through the Registration Secretary of
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the Society by the Breeder. A charge will be made which shall be fixed by the Council. If it is impossible for the breeder to register their foal then the person wishing to register the foal must pay for DNA typing of the sire, dam, and foal at the discretion of Council.
2 Once a DNA sample has been received by the Dartmoor Pony Society it becomes the property of the Dartmoor Pony Society
3 To enable foals to be registered at members rates, membership fees must be paid by 1st August of the year of foaling, and membership approved by Council.
4. Any application to register a pony may be refused if the Council is not satisfied with the accuracy or sufficiency of information supplied or if the pony has not been microchipped by a veterinary surgeon prior to application.
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5. Progeny from registered licensed stallions and registered mares directly descended from UK stock to be eligible to be entered into the main body of the stud book
6 Dartmoor ponies registered in Daughter Societys’ Stud Books abroad may be transferred into the corresponding section in the main body of the Mother Society’s stud book.
7 Dartmoor ponies born outside the UK which are directly descended from registered United Kingdom stock to be eligible to be entered into the corresponding section in the main body of the Mother Society’s stud book, providing the stallion has been licensed to the Mother Society’s rules
8 All supplementary ponies to be registered in the Supplementary section of the stud book. Initial grading may only take place through the Moorland Scheme, administered by the Dartmoor Pony Society.
9 A stallion may not be used as a sire until 2 years of age (see B16)
10 Progeny may only be registered from a stallion or colt in possession of a Dartmoor Pony Society Stallion License at the
time of covering, otherwise the progeny will be registered in Section X.
11 Every application for registration of a foal must be accompanied by a Service Certificate signed by the keeper of the stallion.
12 Mares should be 3 years or over at the time of foaling. It is recommended that a mare should not be covered until it is 3 years of age for welfare reasons.
13 Foals must be registered by December 31st of the year of foaling, in the Southern Hemisphere 30th June.
14. All colts accepted for upgrading to the Stallion Register must be DNA tested in accordance with the Society’s procedures.
15 The Council reserves the right to DNA test at random to verify the pedigree of ponies in the Stud Book, or applying to be registered. All relevant ponies will be tested at an approved laboratory. The cost will be borne by the DPS if the pedigree is verified. The cost to be borne by breeder if the pedigree is not verified.
16 The age of a Dartmoor pony is determined from January 1st each year and not from the date of foaling.
17 Once registered, the name of a pony cannot be changed.
18 The breeder of a pony is defined as the one who is the registered owner, or lessee, of the mare at the time of foaling.
19 Lessees of ponies must obtain a letter of confirmation from the owner and send the same to the Passport Officer before any registration can be considered. The owner of the pony being leased must return their Passport to the Passport Officer as soon as possible to be officially recorded before the lease can take effect.
20. Notice of transfer of ownership of a pony must be completed before registration of its progeny can be considered.
21 A prefix may only be used on stock bred by the registered owner of the prefix.
22 A member may only use a prefix once, after which it must be officially registered with the Central Prefix Register, arranged through the Passport Officer of the Dartmoor Pony Society, at a fee fixed by Council.
23 Artificial Insemination – Before a foal, born as a result of Artificial Insemination, may be registered with the Dartmoor Pony Society, all the Dartmoor Pony Society current rules for registration will apply and in addition:-
i.
The Stallion used must be in possession of a Dartmoor Pony Society ‘Artificial Insemination Stallion Permit’.
ii. It is the responsibility of the stallion owner to send the Passport Officer of the DPS a ‘Certificate of Semen Collection’ within 28 days on each occasion that semen is collected from his stallion/stallions. If fresh/chilled semen is used a copy of this form must accompany the Equitainer.
iii. The mare must be DNA tested at owners expense, before being inseminated. It is the responsibility of the mare owner to send a Veterinary Surgeon/ Qualified AI Technician’s ‘Certificate of Artificial Insemination of a Mare’ to the Registration Secretary in addition to the usual registration forms. The Certificate must contain the following information:
a) Insemination date and signature of the Veterinary Surgeon/Qualified AI technician.
b) The name of the mare and DPS registration number
c) The name of the stallion and DPS registration number
d) The name and address of the mare owner
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iv. Foals must be DNA tested within the Dartmoor Pony Society’s time limit for registration, at their owner’s expense.
v. At the end of the season, stallion owners must send a list of mares and semen marketing organisations to which semen had been made available to the Registration Secretary of the Dartmoor Pony Society.
24 Embryo transplant – is permitted. Please apply to the Dartmoor Pony Society Passport Officer for the latest regulations.
25 Moorland Scheme
i. Only mares born on Dartmoor and owned by a current Dartmoor Pony Society member, with a holding number within the National Park, are eligible to enter the Scheme.
ii These mares must be Supplementary Registered or graded through the Scheme. The owners of progeny of Supplementary mares must submit a Passport application form by 31st December of the year of foaling for every foal conceived in a Newtake.
iii. All mares, Supplementary Registered and their progeny, to be inspected by two of the Dartmoor Pony Society’s inspectors, taken from the list of approved inspectors, before acceptance. Inspectors for Supplementary Registered to be chosen by Council. No Inspector may inspect ponies for the same owner more than two years out of three except on Dartmoor
iv All inspected mares must go to an approved Newtake to run with an approved fully registered Dartmoor Pony Society stallion before being graded Supplementary Registered. This is the only route by which Dartmoor ponies may be upgraded within the Dartmoor Pony Society Stud Book.
v. All stallions used in the Newtakes must be out of fully registered mares by fully registered stallions.
26 The Importation of Dartmoor Ponies into the Dartmoor Pony Society Stud Book
i. On entering the UK for showing or breeding purposes the Society must be supplied with the necessary documentation to prove their eligibility prior to showing or breeding.
ii Upon import the Society will record the owner or lessee and pony’s details. Unless remaining in the UK for less than six months the pony will be entered into the Main Stud Book. Details must be supplied to the Society within 30 days of arrival of the pony into the UK
27 Criteria for Registration into the Dartmoor Pony Society or Daughter Society’s Stud Books
(i) Acceptable Ponies are those which trace back on every line to ponies registered in GB or to ponies which have been accepted by the Dartmoor Pony Society Council as having been registered correctly according to the Dartmoor Pony Society rules in operation at the time of registration
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(ii) All Supplementary Registered ponies from the Moorland Scheme must be placed in a separate Supplementary Register section of the Mother or relevant Daughter Society’s Stud Book and keep the SRD, SRD1, SR1,SRD2 or SR2 prefix in addition to any number allocated to it by the Daughter Society. (The numbers to be a 1 or 2 as printed here. i.e. in Arabic numerals.)
(iii) All potential SRD, SRD1, SRD2, SR1 and SR2 ponies must be correctly Inspected* before entry into the Supplementary Register section of the Mother or Daughter Society’s Stud Book, and must be given the prefix SRD, SRD1 SRD2, SR1 or SR2 (as appropriate) in addition to any numbers allocated to it by the relevant Society. (The numbers to be a 1 or 2 as printed here. i.e. in Arabic numerals.)
*Inspections must be carried out by persons appointed by the Dartmoor Pony Society.
(iv) All progeny of SR2 mares are eligible for full registration in the Mother or Daughter Society’s main Stud Book. If passed when inspected (See Rule 25 iii)
(v)
NO stallions are allowed in the SRD, SRD1 SRD2, SR1 or SR2 Supplementary Register.
(vi) NO Inspections for the first Supplementary Register grade (SRD) status are allowed except for the British Moorland Scheme on Dartmoor only.
b) The pony must comply with the Breed Standard laid down by the Dartmoor Pony Society, ie the Mother Society.
c) Ponies imported into the UK which have been bred elsewhere must have the name (or an acceptable abbreviation) of their country of birth attached to their name.
They will retain their original registration number and be allocated an additional Dartmoor Pony Society registration number.
d) No change of name will be allowed from that in which the pony was originally registered; except that the UK reserves the right to refuse to use prefixes/names which are offensive in the British language or which conflict with an existing name. Any new name necessary is to be assigned by the original registration authority.
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e) The cost of any transfer, including all requirements, will be met by either the vendor or purchaser, at the discretion of the vendor.
f) A hair sample taken from any pony is the property of the Stud Book in which that pony is registered. If a
pony is exported, a DNA hair sample must be submitted to the Dartmoor Pony Society Secretary before export.
g) At no time will a photocopy or facsimile be accepted as a valid identification document. The original Passport must always accompany the animal.
h) The application for registration with the Dartmoor Pony Society (ie the Mother Society) must comply with all existing UK regulations regarding registration except that:-
(1)
In the case of UK rule B6, if the pony’s sire does not have an appropriate British license but is in possession of a license issued by a country other than the UK, the Dartmoor Pony Society (ie the Mother Society) must be satisfied that the licensing scheme in the relevant country meets its requirements or the stallion will be required to be licensed under the Dartmoor Pony Society rules.
(2)
In the case of UK rules B7, B9, B19 and B20, the Dartmoor Pony Society (ie the Mother Society) must be satisfied that the Daughter Society’s equivalent legislation meets its requirements.
(3)
UK rule B18 does not apply but attention to this area is recommended.
(vii) Criteria for Importation or export from Non Daughter Societies to the Dartmoor Pony Society Mother Society (GB) or Daughter Societies.
All ponies must trace back on every line to ponies registered in GB
28 Progeny of a fully registered sire not conforming to the Society’s Bye-Law Number 10, will be placed in Section X of the Stud Book unless the sire is licensed prior to registration of the progeny and the following conditions are met.
(i)
A late stallion licensing fee set by Council is paid.
(ii)
Parentage testing of sire, dam and offspring before registration of foal at a cost set by Council is paid.
29 Late Registrations
(1)
Progeny of fully registered sire and dam not conforming to Byelaw 9 will be entered into Section X
unless a late registration fee set by Council is paid and parentage is proven by DNA testing of the sire, dam, and offspring. Costs of DNA tests to be set by Council and paid on application.
(ii) Progeny of registered sire and Supplementary Registered Dam will not be accepted for registration unless a late registration fee set by Council is paid and parentage is proven by DNA testing. Costs of DNA tests to be set by Council and paid on application.
30 The progeny of fully registered mares under 3 years at time of foaling will be entered into the X Section of the Main
Stud Book.
31 Animals in Section X or their offspring cannot be upgraded from Section X.
32 No pony in Section X is eligible for any of the Society’s Grants and cannot be shown in classes against animals in any other Section of the Stud Book.
33 Animals not conforming to the Breed Standard height limit may not be shown.
C. SHOWING – Please be aware should any of the showing Byelaws be broken disciplinary action will be taken.
1. Stallions or colts aged three years old or over may not be shown unless in possession of a Dartmoor Pony Society stallion license.
(i)
It is mandatory in ridden classes that all stallions must wear a stallion bridle marker, and advisory for in-hand stallions (2 years old and over).
(ii)
Handlers of Stallions and Colts in In-Hand Classes must have attained their 14th birthday before 1st January of
the current year
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(iii)
There is no age limit for riders in Mountain & Moorland Ridden and Working Hunter Pony Classes with the
exception of stallions and Colts in that riders must have attained their 12th birthday before 1st January of the
current year.
2. No mare with foal at foot or due to foal in the current year may be shown in Ridden classes. No mare may be shown with a foal under the age of three weeks. Mares must be accompanied by their foals in the ring.
3. Judges on the Society’s A Panel may only judge the in-hand classes at one Star Show and may only judge ridden classes at two Star Shows in any one season, except for Working Hunter Pony Classes, on which there is no limit. Star Shows are designated by the Council. B Panel judges can judge any Working Hunter Pony classes and Mini Ridden Classes at Star Shows.
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4. Judges may only accept one Judging appointment in Devon during any one season, to judge Dartmoor only classes
except in exceptional circumstances.
5. Judges are appointed to the Dartmoor Pony Society panels at the discretion of Council.
6. Persons wishing to become probationer judges are required to have been a member of the DPS for at least the five immediately preceding consecutive years before applying.
7. It is normal for a Judge to be on the B Panel for a minimum of three years, before being asked at the discretion of Council to move up to the A Panel.
8. Judges must have judged Dartmoors for three years including one Star Show before assessing probationers.
9. Judges who reach the age of 80 years old are required to have their own Personal Accident Insurance and are asked to send proof of cover to the DPS office.
10. Probationer Judges are allowed to be in the ring for Championships.
11. If the owner of the Champion at a Star Show is not a member the rosette should be returned to the Society and not presented to the Reserve, or further down the line. Points do not count towards the Society’s Competitions.
12. The Dartmoor Pony Society Rosettes may only be awarded to fully and supplementary registered ponies owned by members producing their current membership card in the ring.
13. Ponies in Mixed Mountain and Moorland or Dartmoor classes must be shown unplaited. No dye or make-up may be used and no false tails or forelocks. Hooves may be oiled.
14. Rules for trimming – Long hairs under the jaw and those protruding from the ears may be trimmed. Whiskers must not be trimmed. The tail may be trimmed at the bottom if excessively long. Ridden/Driven ponies may be clipped in the interest of welfare, but not their legs. False quarter marks are not allowed.
15. No member may knowingly show a pony in a class where the Judge has owned, bred, sold, or leased that pony or where the pony has been owned, bred, sold, or leased by the Judges’ immediate* family, partner, employer or employee.
16. No member may knowingly show a pony in a class where the Judge has broken, trained or produced that pony or where the pony has been broken, trained or produced by the Judges’ immediate* family, partner, employer or employee since 1st January of the preceding year.
17. An exhibitor may not show under a judge for whom he/she has produced, broken or trained an equine since 1st January of the preceding year.
18. A Judge may not knowingly judge a pony in a class which, to his/her knowledge has been owned, bred, sold loaned or leased by him/her or his/her immediate* family, partner, employer or employee.
19. A Judge may not knowingly judge a pony in a class which, to his/her knowledge has been produced, broken or trained by him/her or his/her immediate* family, partner, employer or employee since 1st January of the preceding year
20. Handlers of ponies in In-hand classes aged 14 years and under must wear correctly secured current British Standard skull caps/riding hats.
21. If a judge decides if a rider is not suitably mounted, they should take appropriate action and place down the line, or mark accordingly.
22. The judge may require that a pony which constitutes a danger leaves the ring; the judge’s decision is final.
23. No Member or Non Member shall behave in an offensive, abusive or unpleasant manner to any person or any horse/pony at any show, event, venue or workplace associated with the DPS, whether in person, over the telephone, in writing or via social media. Members will be held responsible for the actions of any non-members who are Family Members or who are employed by them or who are assisting, supporting, representing or otherwise acting on their behalf and any action or conduct of such person which would be a breach of the Rules were they a member shall constitute a breach of the Rules by the Member concerned. Family Members in this context will include any person who is in the reasonable opinion of the DPS a member of the Member’s family in the widest scene. Disciplinary action will be taken at the discretion of Council.
24. No person shall ill-treat animals at any time whatsoever whether misuse/excessive use of a whip, bit, spurs, or any item of saddlery or in any other way whatsoever. Disciplinary action will be taken at the discretion of Council.
D. Annual General Meeting
1. The Annual General Meeting shall be held in Devon at a suitable venue to be decided by the Council
E. COUNCIL
1. Not more than one member of a family (immediate*), partner or partnership may serve on the Council concurrently.
2. Council Elections – In accordance with the Representation of the Peoples Act 1949, in the event of a tie, the final decision will be made by drawing names from a hat or by the toss of a coin.
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F. COMPLAINTS AND DISCIPLINARY
1. Objections and Complaints
Any objections or complaints concerning a matter which affects the Dartmoor Pony Society should be made in writing to the Society’s Registered Office, together with a fee of £150, which shall be forfeited to the Society if the complaint is dismissed. One letter or e-mail should be received by the office within 21 days of the date of the event with it being sent by recorded or special delivery post for proof of posting, and a receipt being asked for by e-mail.
2. Initial Investigation
Any complaint so submitted shall be investigated by the Disciplinary Committee, but before that Committee meets, the person complained about or owner of the pony complained about should have the opportunity to reply to the allegation within 21 days, this letter should also be sent by recorded or special delivery for proof of posting, or if received by e-mail with a receipt.
3. Disciplinary Committee
The Disciplinary Committee shall compose of the Chairman, or Vice Chairman, together with a minimum of three other Council members. This Committee also has the right to call up other Council members, witnesses and technical advisors. The person complained about shall have due notice of the date and location of the hearing and shall be invited to attend in person or provide a written statement.
4. Penalties
If the case is found proven, then the Disciplinary Committee shall decided what penalty is appropriate.
5. Appeals Procedure
Any person against whom a penalty is imposed shall have the right to appeal to the Society by giving notice in writing within 21 days of being notified of the decision provided that they also submit the sum of £150 which shall be forfeited to the Society if the appeal is dismissed. The appeal shall be heard by a specially constituted committee chaired by the Chairman or Vice Chairman whomsoever has not adjudicated on the first case and composed of members who have not already heard the original case.
6. If disciplinary proceedings go beyond the rules detailed above, the disciplinary rules of the National Pony Society will be followed.
7. No Member or Non Member shall behave in an offensive, abusive or unpleasant manner to any person or any horse/pony at any show, event, venue or workplace associated with the DPS, whether in person, over the telephone, in writing or via social media. Members will be held responsible for the actions of any non-members who are Family Members or who are employed by them or who are assisting, supporting, representing or otherwise acting on their behalf and any action or conduct of such person which would be a breach of the Rules were they a member shall constitute a breach of the Rules by the Member concerned. Family Members in this context will include any person who is in the reasonable opinion of the DPS a member of the Member’s family in the widest scene. Disciplinary action will be taken at the discretion of Council.
8. It is the duty of every Member to assist the officers of the DPS in their investigation of breaches of the rules.
G. SOCIAL MEDIA AND INTERNET POLICY
1. lntroduction
a) The Dartmoor Pony Society acknowledges the importance of the internet and social media sites such as Facebook, Instagram, What’sApp, TikTok, X (previously known as Twitter), Linked ln, Messenger, home web-pages, chat rooms and all other forms of electronic communication and the role which “social media” plays in the day to day lives of members.
b) This policy note is to remind members that the Rules of the Dartmoor Pony Society apply to members when using social media and the internet. Failure to adhere to this policy note could lead to disciplinary action being taken against a member.
2. Using Social Media
a. You should be aware that the Dartmoor Pony Society may from time to time carry out internet searches to identify postings which include references to the Dartmoor Pony Society and its members.
b. Dartmoor Pony Society produced images are the subject of copyright and should not be copied or used in social media save as provided in the Dartmoor Pony Society website user terms and conditions.
c. You should ensure that any material that you transmit or post to social media is clearly stated to be your personal view and is not held out to be, or could be mistaken as, the view of the Dartmoor Pony Society.
d. You must not post or transmit any material which could damage the name or reputation of the Dartmoor Pony Society, its members or former members, or which is derogatory to the character of or prejudicial to the interests of the Dartmoor Pony Society.
e. You must not post or transmit any material relating to the Dartmoor Pony Society, members or former members or their horses or ponies, or which could otherwise be associated with or which may reasonably be attributed as coming from the
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Dartmoor Pony Society: i) that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance, distress or inconvenience; or ii) which constitutes or encourages conduct that would be in breach of the Dartmoor Pony Society Rules, or constitutes a criminal offence, or which could give rise to civil liability, or otherwise be contrary to the laws of, or infringe the rights of any third party in, the UK or any other country in the world.
f. Any breach of this policy note may constitute a breach of the Dartmoor Pony Society Rules and could also lead to civil and/or criminal proceedings being brought against you.
g. If a complaint is active, any public discussion or comment by the complainant pertaining to the subject including on social media or other digital forum, will automatically result in the case being closed.
3. Disclosure under Law or Regulation
You should be aware that the Dartmoor Pony Society will fully co-operate with any law enforcement authorities or court order requesting or directing the Dartmoor Pony Society to disclose the identity or locate anyone posting any material in breach of this policy. lf we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information, the Dartmoor Pony Society is entitled to do so.
* NOTE: Immediate family means Husband/Wife/Partner, Parents/ Partner’s Parents, Grandparents, Brothers/Sisters, Sons/Daughters, Uncles/Aunts, Nephews/Nieces, Step Grandparents, Step-Parents, Step Brothers/Sisters, Brother/Sister in Law, Legal Guardians
G. SAFEGUARDING
1. The DPS has adopted the policies and procedures of the British Equestrian Federation relating to safeguarding. The DPS places the highest priority on the safety and enjoyment of children and young people participating in equestrian sport and is committed to promoting the highest possible standard of care across the whole Society.
The full Safeguarding Policy document can be downloaded from the BEF website at https://www.bef.co.uk/repository/downloads/Annex_B_1_Safeguarding_Policy_Children_and_Young_People_.pdf
Updated 28/11/2023

We aim to provide both members and non-members with the best possible service

We take complaints very seriously, so if you are not satisfied with our service and we have not provided a satisfactory explanation why we processed or did not process your registration or passport in the manner you expected we will handle your written or e-mailed complaint as follows:

1. We will acknowledge receipt of your complaint or appeal in writing or e-mail by return
2. Written confirmation will be provided within 15 working days of how the complaint will be dealt with
3. Written confirmation of the outcome, including any procedures to appeal the outcome will be provided