Animal welfare: Horse and pony export licensing team: Service standards
What services do we provide?
- Processing of horse and pony export licences. (Required for equines travelling to or through an EU member state).
- Guidance and advice on applications for horse and pony export licenses.
Who are our customers?
- Those who wish to export horses and ponies to an EU member state.
- Those who wish to export horses and ponies to a country outside of the EU via an EU member state.
What we do
- Fax or post you the correct application form with guidance notes and give further advice for the completion of the application form if necessary.
- Process applications and issue licences. Generally applications will be processed in chronological order and returned by fax a few days before your departure date. In the event that post has to be used we will endeavour to dispatch your licence in a timely manner. We will do our best to process and issue late applications but cannot guarantee that these will be completed before the date of departure.
- Give guidance and advice on applications for horse and pony export licences.
What we ask of you
We can provide a better service if you;
- Send your application to us 7 days or more before your date of departure. This ensures we have time to issue the license and contact you if there is a query about your application. Late applications are processed on a first come first serve basis.
- Clearly fill out your application form in capital letters. Processing may be delayed if we have to contact you to query an illegible form.
- Make it clear on your application form or send a covering sheet if you will be travelling to the airport/port a few days before your departure date or need to send the licence on. We can then send your licence in a timely manner.
- Where possible, send the certificate of minimum value or proof of value for pony licences with applications. If faxing, send the certificate of minimum value or proof of value with the application and forward the originals by post.
- Are polite and patient if you have cause to raise a query.
What standards of service you can expect from us
Adopting a fair approach
We will carry out all our duties and administer the controls for which we are responsible in an effective, transparent, fair and consistent way.
Telephone
Our normal office hours are 9:30am to 5pm, Monday to Friday. Outside of these hours and during public holidays, you will be asked to leave a message on our voicemail system. When you leave a message, we will call you back, or ensure that someone who is able to deal with your query calls you, on the day of our return to the office.
Calls will be answered quickly and helpfully. If we are away from the office when you call us we will ensure that you are told:
- when we will be back; and
- who you can contact in our absence.
Responding to enquiries
Where the first person you speak to cannot answer your query we will ensure that someone who can deal with it calls you back, within one working day unless agreed otherwise.
We will answer your written enquiries (including faxes and e-mails) within 15 working days of receipt. Where the 15 day deadline cannot be met we will send a holding reply within 5 working days explaining the reason for the delay.
Ensuring confidentiality
Requests relating to confidentiality in respect of any of your data or information that you supply to us to support an application will be dealt with in accordance with the relevant provisions of the Freedom of Information Act and the Data Protection Act.
Providing our services to all
We will do everything that is reasonably possible to make our services available to everyone, including people with special needs.
Comments on our service
If you are pleased with our service or wish to thank an individual for some exceptional work, we would be very pleased to hear from you. (See "Contacting us" below for details).
Complaints
If you have a complaint about our service or the way in which we operate, you can tell us by telephone, in writing, by fax, or by e-mail.
We will investigate your complaint fully and make every effort to resolve it within 15 working days. If this is not possible we will send you a letter explaining why and letting you know when to expect a full response.
Contacting us
Address
Horse and Pony Export Licensing Team
Animal Welfare
Area 8B
9 Millbank
c/o 17 Smith Square
London
SW1P 3JR
Tel: 020 7238 5914
Fax: 020 7238 6009
Email: aw-transport@defra.gsi.gov.uk
Page last modified: 15 August, 2008