FAQ’s
What are your opening days/hours?
We are closed Mondays and Fridays.
Tuesday 15.00-19.00
Wednesday 13.30-19.30
Thursday 13.30-19.30
Saturday 9.00-17.00
Sunday 9.00-12.30
Do we provide lessons for children and adults?
Yes we offer private and group lessons to children from 4 years old and adults.
Do we do hacking?
Due to our busy location hacking is not an option.
When are children beginner group lessons?
These are currently on Saturdays 10am, 11am, 1.30pm, 2.30pm, 3.30pm.
What can you offer for an adult beginner?
We can offer private lessons. These are either 30 minutes or 45 minutes. We would recommend initially to start with 30 minutes.
Do you have a weight limit?
Yes we have a weight limit of 13 stone.
How do I book?
Please email us (ride@yorkridingschool.com) or call us on 07516 995988 and advise age, height and weight and previous riding experience. Also advise what sort of lessons you are looking for eg private or group and when you are available.
How do I pay?
Payment for lessons is on the day and by either cash or card.
Do you have hats to borrow?
Yes we have hats and a small selection of boots. (wellies are ok to start). We do not charge for the use of the riding school hats and boots.
What do I need to wear?
Comfortable clothes e.g. leggings, joggers and a t-shirt with at least short sleeves (no vest tops). A boot with a small heel or wellies, gloves and warm clothing in colder months.
Do you have an indoor school?
No we have a floodlit all weather outdoor arena and we ride in all weathers unless we risk assess it to be too dangerous. In the case of extreme bad weather we will post on our Facebook page.
Do you have a cancellation policy?
We have a strict 24 hour cancellation policy and this includes illness and bad weather unless we have cancelled lessons due to safety.
Complaints Policy
The purpose of this complaint policy is to enable clients or staff to be fully informed upon the process by which any complaints received by the Centre will be managed. It aims to ensure that all complaints received are responded to in a manner which reassures the person making the complaint that complaints are managed in an appropriate and timely manner.
It is recognised that complaints may provide a business with a valuable opportunity to identify any short comings in the service provided to both clients and staff.
How to make a complaint?
Complaints may be made directly in person, by telephone, by email or in writing and this policy outlines the procedure to be followed if a complaint is received.
Who do I complain to?
Any complaint should be made to either of the following personnel:
The Centre Manger Hayley Wilkinson
When a complaint is received
The following details of a complaint are recorded:
• Name of complainant and contact details
• Date of receipt
• Nature of complaint
Complaint details will only be circulated to those with direct need to be informed upon the complaint. Complainant details will be deleted from the complaint when the complaint is closed, prior to the complaint being logged.
Responding to a complaint
The Centre Manager will acknowledge receipt of the complaint within 2 (insert if different) working days
Depending upon the nature of the complaint, the Centre Manager may choose either of the following options;
• to telephone/meet with the complainant to discuss the complaint before initiating any investigation
• initiate an investigation to ascertain the facts
• respond to the complainant upon the outcome of the complaint, eg upheld or not within 5 working days.
In situations whereby the complaint may require further time allowance to enable further investigation then the Centre Manager will inform the complainant.
Upon closure of investigation, the Centre Manager will initiate appropriate action in response to the complaint.
Details of the investigation and any resulting outcome will be recorded in the complaints log.