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Customer Services Pledge

At Speedgate we take customer services very seriously and want to provide our customers with the best possible experience whether they are visiting our retail stores, attending an equestrian event or purchasing items from our website.

As part of the ongoing development of our business, we have committed to provide our staff with training both in terms of knowledge regarding the products they sell, but also specifically with customer services.

We do however appreciate that from time to time issues can arise whereby a customer does not receive a completely satisfactory experience when visiting Speedgate. We have therefore put in place a dedicated way of informing us about these problems. We would also be delighted to hear of any cases where you have experienced excellent service and would like to bring to our attention a member of staff being particularly helpful.

Complaints Procedure

In order to investigate any issues fully, we would request to have all the relevant information from your point of view in writing. Details regarding what information we would like and how to provide it to us are below.

Once we receive your complaint, we will investigate the matter in line with our Complaints Policy. We will then get back in contact with you to let you know what the outcome of the above process is and what we are proposing to do in order to ensure that you are happy to use Speedgate again in the future

In order for us to carry out this investigation, we would request that you provide as much of the following information as possible:

  • Your name and preferred contact details (e.g. email address, etc.)
  • The location that the issue occurred (i.e. which shop at which site, etc.)
  • The date and approximate time that the issue occurred
  • The full details regarding your complaint and which individuals were involved
  • Any other information you feel may be relevant
  • Ideally we would request that you provide this information by email to

    However if you would prefer, please send the information to:

    • The Directors (Customer Services Pledge)
    • Speedgate Enterprises Ltd.
    • Speedgate Farm
    • Fawkham, Longfield
    • Kent, DA3 8NJ

    We promise to investigate any customer services complaints sent to us in this way as fully and as quickly as possible.

    The Directors
    Speedgate Enterprises Ltd.

    *Please note that this email address is used for the Customer Services Pledge only. We will only act upon any information sent to this email address if it relates to a valid customer services issue.