The Association’s policy concerning all grievances and complaints is to try to avoid them arising in the first place, but where they do arise to address them as quickly as possible so they do not grow or fester. The first duty of both the complainant and the ‘complained to’ should therefore be to try to resolve any unhappiness as quickly as possible. A prerequisite of this is that a complainant knows the right person or place to address their concern, or ultimately to make their complaint. They may also require some help to progress their concern in the most constructive manner. The Complaints Procedure outlined below tries to assist this process. The three stages of the Procedure are as follows:

Stage 1 – Resolution

Both parties should try to resolve the problem without the need for it to be escalated elsewhere. Advice is available from the staff at Chesham if a complainant does not know the right place for a grievance to be addressed. Ultimately, if a resolution is not forthcoming between the parties then the complainant should write a letter (which can be sent electronically) setting out their grievance.  A written response should be provided within 28 days.

Stage 2 – Formal Complaint

If the first stage of the procedure does not resolve the grievance, then the complainant should formally make a complaint. This should be done in writing, addressed to the Chief Executive at at the Chesham office and copies of the written letter from the first stage and any response received enclosed. The chief executive will then independently review the complaint made and seek advice of why the complaint has been rejected. The Chief Executive will then decide whether or not the complaint is justified, what remedy, if any, should be provided, and will then convey that decision, in writing, to all parties concerned. This should be communicated to both the complainant and ‘the complained about’ at the same time, and within 42 days. This time is designed to allow sufficient for the Chief Executive to make any necessary enquiries, etc.

The Chief Executive is likely to refuse any ‘second stage’ complaints where the first stage has not been carried out, or that are not put in writing, or where the complainant refuses permission for their complaint to be shown to the parties that they are complaining about. Trustees and other officers receiving complaints direct should refer the complainant to the proper procedure, or to the staff at the Chesham Office to give advice on how to proceed with the complaint.

If the first stage involves a grievance with the Chief Executive or there is no chief executive in post, then the formal complaint in the second stage should be made to the Management Committee, who will then perform the duty that would otherwise fall to the Chief Executive.

Stage 3 – Appeal

If either party is dissatisfied with the outcome determined by the Chief Executive (or Management Committee) at the second stage outlined above, then there is a final stage of appeal, which can be made to the trustees of the Association. This should be addressed to the National Chair (and copy sent to the Chief Executive). It would then be brought to the next available meeting of the Board of Trustees that is due to be held at least 21 days after the notice of appeal is received by the National Chair. The trustees would then consider the appeal based on the written evidence already amassed in stage two, and give a final decision. A complainant would not have a right of attendance at the meeting of trustees, unless the trustees felt it appropriate to make such an invitation. Unless such an appeal (stage 3) is made within 28 days of the Chief Executive’s ruling (stage 2), the parties should accept and adhere to the Stage 2 ruling. If the National Chair, in consultation with at least one Deputy National Chair believes the Stage 3 appeal to be frivolous and not of a serious nature then the National Chair may refuse it.