1. Aims of the CAPBT

1.1 The aims of the CAPBT are set out About Us and What we Do sections of the website

2. Aims of the CAPBT complaints procedure

2.1 To ensure that all complaints are considered, handled and investigated in a professional manner.

2.2. To treat all complainants and CAPBT members fairly and according to the principles of the CAPBT Code of Practice and the law.

2.3 To seek resolution between the complainant and the CAPBT member.

2.4 To actively and sincerely investigate all complaints.

2.5 To apply the complaints procedure to all full members.

3. Valid complaint criteria

What constitutes a complaint?

3.1 Any material in breach of the Code of practice of the CAPBT.

3.2 Any behaviour or conduct in breach of code of practice of the CAPBT.

Examples of complaints:

1. False, misleading or unscientific information on members’ website, social media or other marketing and promotional materials.

2. Use of unethical, harmful and aversive methods and techniques by a CAPBT member.

3. Causing avoidable stress, distress and/or harm the welfare of an animal and/or client.

4. Failing to maintain suitable and adequate insurance.

Examples of issues which will not be considered complaints.

1. Failure to adequately resolve a client’s training issue (within reason).

2. Failure to keep an appointment or follow-ups.

3. Disagreement over payment for services.

4. Pointing out the failings or mistakes of others, or voicing differing opinions, in regards to others working within the field of dog training, to clients or veterinary professionals. Others may include CAPBT members, non-CAPBT members.

Where issues are raised by others working within the industry of animal behaviour and training, or veterinary personnel members these would not be subject to the full complaints procedure, and it would be expected that the matter could be resolved informally.

4. Who can lodge a complaint?

4.1 Anyone may lodge a complaint, including existing CAPBT members, members of the public, veterinary professionals, and members of other organisations. This list is not exhaustive.

5. Complaints procedure

5.1 All complaints must be made in writing and submitted by e-mail to CAPBT. Complainants must give their full name, contact phone number, e-mail address (if available) and postal address. Full contact details will be requested if not initially provided. Failure to provide this information will render the complaint null and void. Anonymous complaints will be disregarded.

5.2 The complaint will be logged with the administrator. Membership status of the individual will be checked and if found not to be a member the complainant will be informed that no action can be taken by the CAPBT.

5.3 The letter of complaint and contact details of the member will be passed to the CAPBT Committee.

5.4 The CAPBT Committee will contact the complainant by phone, email or letter to determine the particulars of the complaint. The exact details of the complaint will be verified and documented by the CAPBT Committee and submitted to the complainant for agreement.

5.5 Should the complainant advise of independent parties who may be able to support the complaint, validity will be checked by the CAPBT Committee.

5.6 Should the complainant supply names and contact details (phone number, email address and postal address) of those independent parties referred to above, they will be contacted in writing by the CAPBT Committee. Failure to provide the above details will mean no contact will be made.

5.7 The CAPBT committee will contact the CAPBT member who is the focus of the complaint, in writing by email or post, to notify and explain the details of the complaint, including the name of the complainant and witnesses if applicable. The CAPBT committee will forward copies of all relevant documentation to the member by either email or recorded delivery. The CAPBT member will only be asked to respond once all documentation has been received.

5.8 The CAPBT member will be asked to submit a written response to the allegations within 14 days of receipt of all documentation. Extensions may be granted at the discretion of the CAPBT Committee.

5.9 The CAPBT committee will consider the CAPBT member’s written response and, if deemed reasonable, no further action will be taken and both parties will be informed in writing.

5.10 Should the CAPB Committee not consider the CAPBT member’s written response appropriate or reasonable, he/she will be informed in writing. Mediation between the complainant and CAPBT member will be undertaken if necessary to reach an acceptable complaint resolution.

5.11 Should resolution not be reached by both parties, or the alleged offence is considered to be serious, the complainant and CAPBT member will be asked to attend a specially chaired meeting of the CAPBT. This meeting will take place at a convenient location for both parties, at a mutually suitable time and date. The CAPBT member will be given 28 days written notice to attend a meeting of the Committee and written details of the complaint made against them.

The complaints panel will consist of the CAPBT committee. The CAPBT member and complainant will be allowed to bring another person. Both parties will be given the opportunity to present their case or be represented by another who will do so for them, e.g. solicitor.

The CAPBT committee will determine the nature of the meeting, how best to proceed and whether cross examination is necessary or appropriate. Should either the CAPBT member or complainant decline or refuse to attend this meeting, it may proceed in their absence.
Within 14 days of the meeting a decision will be made by the CAPBT committee. Members may not be suspended or expelled unless at least two thirds of the committee present votes in favour either. The member and complainant will be informed of this decision in writing.

5.12 In the event of a further or more complaints being received at any time during the 5 years after a first warning has been issued, the CAPBT committee will investigate and ensure the credibility of the claim and reserves the right to terminate membership immediately.

6. Additional points

6.1 The CAPBT committee may deem the use of phone calls necessary for ease, clear communication and clarity. In this case, the CAPBT member will be contacted and a mutually convenient date and time agreed on. Members will not be called unexpectedly and questioned. Phone calls between the CAPBT committee and the CAPBT member will last no longer than 30 minutes; if this is not sufficient time then both parties should agree on another date and time.

6.2 Discussion of the actual complaint will only happen once the member has been informed in writing of the nature of the complaint and provided with copies of all documentation relating to it.

7. Sanctions

7.1 Sanctions will be appropriate and reflect the weight of the offence. For example, they may include offering an apology to the complainant, completing CPD within a specified timeframe, suspension for a period of time, or expulsion for serious or continuing repeated offences. Failure to comply with recommendations may result in further disciplinary actions by the CAPBT committee.

8. Follow-up to complaint

8.1 If the complaint is not upheld, a record will not be kept nor used in any future proceedings.
8.2 If the complaint is upheld, a record will be kept on file for five years, and may be taken in consideration if other complaints of a similar nature are received in the future.

8.3 Details of an upheld complaint will not be passed on to any other organisation either formally or informally.

This privacy policy sets out how COAPE uses and protects any information that you give COAPE when you use this website. COAPE is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website; you can be assured that it will only be used in accordance with this privacy statement. COAPE may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1 June 2014.

What we collect

We may collect the following information:

• Name and job title.
• Contact information including email address.
• Demographic information such as postcode, preferences and interests.
• Other information relevant to customer surveys and/or offers.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes.
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected].

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you. If you would like a copy of the information held on you please email COAPE ([email protected]).

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

The CAPBT is one of the largest specifically qualified associations for pet behaviourists and trainers worldwide, with membership open only to behaviourists and trainers who have attained their COAPE Diploma. Consulting with members of the CAPBT offers all pet owners a guarantee of quality when seeking help with the treatment of behaviour problems or in training.

All members work under a strict Code of Practice which includes the assurance that coercive or punitive techniques and equipment are never used in treatment. CAPBT members maintain their state-of-the-art competence and knowledge through attending various Continuing Professional Development courses and have ongoing access to a wealth of expertise and support via a lively Members Association of over 200 qualified members. You can be assured of the very best of qualified and up to date help with a CAPBT member.