I actually returned the first horse I was given, he got slower and slower during the first day and was continually head shaking. They turned up with a lovely mare in a lorry the next morning and she was fantastic as was DH horse.
I think flies or sweet itch may have been a problem for the first horse but there were no problems exchanging him.
Lovely. They do their job and seem to love it. They have avert strict selection criteria. Views are stunning and the rides good and the instructions very well written. Yes they are very pricey but you are given free rein of their horses!!