The Scout Association
Resolving Complaints – BELCHAMPS SCOUT ACTIVITY CENTRE
We hope that everyone who comes into contact with Scouting will have a positive experience. However, it is inevitable that on occasion; concerns may arise that require investigation.
As the majority of Scouting activity takes place locally within a community, it is expected that most of these concerns will be dealt with quickly and courteously in an informal way.
However, it is possible that a complaint may arise that requires a more formal investigation and response.
It is the policy of The Scout Association to have a fair and open process for dealing with concerns and complaints raised by members and non-members that directly affect them or their children in Scouting.
How Do I make a complaint?
All complaints are handled in accordance with The Scout Association Complaints Procedure. This policy sets out the application of that procedure where a complaint is made.
All formal complaints should be in writing by way of letter, email to email@example.com or by telephoning 01702 562 690 or visiting reception and completing a complaint form which will be emailed on their behalf. They will be acknowledged by the Belchamps complaints manager as soon as practicable and in any case within 7 days.
What kind of complaints do you deal with?
We accept complaints about how you have been treated by Scouting
- Complaints must be raised within three months of you knowing the facts (we do not deal with complaints that are older).
- We do not generally investigate anonymous complaints.
- We do not accept complaints that are raised on behalf of or regarding other people (except by parents/carers of children in Scouting).
- We do not accept complaints that are broadly or substantively the same as a previous complaint.
- We do not progress complaints that we believe to be vexatious or malicious.
Who deals with complaints?
For complaints regarding Belchamps Scout Activity Centre your complaint will be dealt with by the local complaints manager for Belchamps and/or the Centre Manager or by someone asked by them to investigate the complaint.
If your complaint is about the local complaints manager for Belchamps then it will be dealt with by the management committee or by someone asked by them to investigate the complaint.
All complaints will be assessed by the ‘Belchamps Complaints Manager’ and/or the Centre Manager. Appeals will be handled by the management committee.
How will my complaint be dealt with?
Your complaint will be dealt with fairly and objectively. We handle complaints in a positive and pro-active manner and aim to resolve any issues as quickly as we can.
However, please bear in mind that most adults in Scouting are volunteers and therefore it might sometimes take a little longer to sort out your complaint.
You will be kept informed of the progress of the complaint with an acknowledgement of a formal complaint. You should receive this within seven days from when the manager receives the complaint. Regular updates will be provided thereafter (typically at least every four weeks).
The investigator may need to speak to you and a number of other people to fully understand your complaint and the circumstances surrounding it.
The complaints manager will make a decision about the complaint and will inform you whether your complaint is upheld or not and the actions that will be taken as a result.
What if I'm not happy with the outcome of my complaint?
If after receiving a response to your complaint you are concerned that it was not handled appropriately, or still consider that you have not had a satisfactory answer, you may appeal.
You must appeal within three months of being given the outcome of your complaint. The manager who dealt with your complaint will provide the details of how to appeal.
In your appeal, you must clearly explain the basis on which you are making the appeal and your preferred outcome to resolve the issue.
Your appeal will be investigated by the Management committee or by someone asked to do this on the management committee’s behalf. The investigator may need to speak to you and a number of other people to fully understand your appeal and the circumstances surrounding the investigation of your complaint.
The Management committee will make a decision about the appeal and will inform you whether your appeal is upheld or not and the actions that will be taken as a result.
It is the policy of Scouting that the original response to a complaint may be reviewed just once. This means that once you have appealed against the initial consideration or outcome of your original complaint, and a review has been undertaken and a response made to you, the matter will be closed. No further appeal or review will be possible.
We hope you find this information valuable. If you require clarification or require advice on how to make a complaint, please contact Belchamps reception on 01702 562 690 or firstname.lastname@example.org