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general:complaints [2011/12/12 20:30] – damian | general:complaints [2018/04/13 08:27] – robin | ||
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- | ====== Complaints | + | ====== Complaints |
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===== General Principles ===== | ===== General Principles ===== | ||
- Complaints should be treated seriously and investigated. | - Complaints should be treated seriously and investigated. | ||
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- Anyone involved in a complaint (either as the person being complained about, or the person making the complaint) should be given the opportunity to state their case. | - Anyone involved in a complaint (either as the person being complained about, or the person making the complaint) should be given the opportunity to state their case. | ||
- Written records of all actions, including details of the investigation carried out, should be kept and copied to one or more of BCA Executive. | - Written records of all actions, including details of the investigation carried out, should be kept and copied to one or more of BCA Executive. | ||
- | - Any complaint of a potentially criminal nature should **bypass the process below** and be immediately passed onto the Police. One or more members of BCA Executive shall also be informed as soon as possible. All responsibility for BCA' | + | - Any complaint of a potentially criminal nature should **bypass the process below** and be immediately passed onto the Police. One or more members of BCA Executive shall also be informed as soon as possible. All responsibility for BCA' |
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- | ===== The Process | + | ===== The Procedure |
**Stage 1 (Informal Complaint)** | **Stage 1 (Informal Complaint)** | ||
Initially an informal complaint should be made to an appropriate person in BCA, such as the relevant Officer or, if the complainant is unwilling, or unable to approach that person, then with one of BCA Executive. The emphasis at this stage is on dealing with the complaint as efficiently and informally as possible.\\ | Initially an informal complaint should be made to an appropriate person in BCA, such as the relevant Officer or, if the complainant is unwilling, or unable to approach that person, then with one of BCA Executive. The emphasis at this stage is on dealing with the complaint as efficiently and informally as possible.\\ | ||
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**Stage 2 (Formal Written Complaint)** | **Stage 2 (Formal Written Complaint)** | ||
- | If the complaint cannot be dealt with satisfactorily at Stage 1, then a formal complaint should be made in writing to the appropriate person in BCA. This will normally be acknowledged in writing within 14 days and the recipient should immediately inform one or more of BCA Executive of the complaint and their intended course of action. In most situations it is anticipated that the complainant will receive a formal written response within 3 weeks of initially making the complaint.\\ | + | If the complaint cannot be dealt with satisfactorily at Stage 1, then a formal complaint should be made in writing to the appropriate person in BCA. This will normally be acknowledged in writing within 14 days and the recipient should immediately inform one or more of BCA Executive of the complaint and their intended course of action. In most situations it is anticipated that the complainant will receive a formal written response within 3 weeks of initially making the complaint.\\ |
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**Stage 3 (BCA Council)** | **Stage 3 (BCA Council)** | ||
- | Should the complainant be unsatisfied with the outcome of Stage 2, then they should write to the Secretary explaining their complaint. The Secretary will normally acknowledge receipt within 14 days, and include an invitation to attend the next Council Meeting, where the complaint will be discussed. | + | Should the complainant be unsatisfied with the outcome of Stage 2, then they should write to the Secretary explaining their complaint. The Secretary will normally acknowledge receipt within 14 days, and include an invitation to attend the next Council Meeting, where the complaint will be discussed. |
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- | **Stage 4 (Appeal to BCA AGM)** | + | **Stage 4 (Appeal to Appeals Panel)** |
- | If the complainant is unsatisfied with the outcome of Stage 3, then they have the right to appeal to the Annual General Meeting. To do this they should write to the Secretary explaining their complaint. The Secretary | + | If the complainant is unsatisfied with the outcome of Stage 3, then they have the right to appeal to an Appeals Panel. The Appeals Panel will be convened by a Chair, who will have been appointed by BCA Executive prior to the Council Meeting at stage 3. The Chair will normally acknowledge receipt |
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+ | ---- | ||
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+ | //Formally adopted at 2012 AGM. Last review: 11/06/12// |