COMPLAINTS & CONCERNS
We take your concerns seriously
New Start is committed to the safety, welfare, and dignity of the horses in our care, and the people who support them. If you’ve experienced or witnessed something that doesn’t align with our values or policies, we want to hear from you. Your feedback helps us protect horses, support our volunteers and adopters, and improve our program.
What this page is for
You can use this form to report concerns about horse welfare, adoption or foster issues, volunteer or staff conduct, privacy, conflicts of interest, or any situation that may put a horse or person at risk. If you’re unsure whether your concern “counts,” please submit it—if it’s not in scope, we’ll help route it to the right place.
How we handle complaints
We review each submission thoughtfully and in good faith. A designated reviewer (or small panel of our board members, if appropriate) will assess the concern, gather information, and determine next steps. When possible, we will contact you for clarification and keep you informed about the process and outcome we’re able to share.
Confidentiality & privacy
We treat submissions as confidential and share details only with those who need to know in order to address the concern. You may submit anonymously; however, providing contact information can help us investigate and resolve the issue more effectively.
Retaliation-free
Raising a concern in good faith will never result in retaliation.
We value honesty and transparency, even when the message is difficult.
If a horse is in immediate danger
If you believe a horse’s safety is at risk right now, please call us at 1-343-882-6360.
