Complaints Procedure
General Statement
As well as aiming to run the society efficiently and effectively, we also aim to have a society community that values equality and is equitable to all members. It must be remembered that the society is managed and run by unpaid volunteers from a wide range of backgrounds and experience, and therefore it is inevitable that sometimes there may be errors, oversight or misunderstandings despite our best intentions. However, we aim to have a process in place where members can quickly raise their concerns or issues and be assured that these will be dealt with in a timely manner and with due consideration and consultation of all relevant people. This document outlines the procedures we will follow and is subject to review and amendment as we learn from any future incidents that arise.
It is recommended that, where possible, any complaint or issue is raised with relevant parties as soon as possible with an aim to investigate and deal with the issue informally. However, members of the Board will be available to support members in reaching an agreeable solution where necessary. Occasionally, if an issue concerns many or all members, discussion and decision making will be taken to an Extra-ordinary General Meeting.
Any concerns can be raised with the Board of Directors:
Jo Sykes 07841826332
Mary McKenzie 07919457222
Britta Atkinson 07778396994
Published 2026 Reviewed Annually.
General Statement
As well as aiming to run the society efficiently and effectively, we also aim to have a society community that values equality and is equitable to all members. It must be remembered that the society is managed and run by unpaid volunteers from a wide range of backgrounds and experience, and therefore it is inevitable that sometimes there may be errors, oversight or misunderstandings despite our best intentions. However, we aim to have a process in place where members can quickly raise their concerns or issues and be assured that these will be dealt with in a timely manner and with due consideration and consultation of all relevant people. This document outlines the procedures we will follow and is subject to review and amendment as we learn from any future incidents that arise.
It is recommended that, where possible, any complaint or issue is raised with relevant parties as soon as possible with an aim to investigate and deal with the issue informally. However, members of the Board will be available to support members in reaching an agreeable solution where necessary. Occasionally, if an issue concerns many or all members, discussion and decision making will be taken to an Extra-ordinary General Meeting.
- Any member of the society can raise concerns or issues about the society with the Board, and it is recommended that they do so quickly rather than leaving an issue to fester. A member of the Board will respond quickly to the communication by arranging to meet the member and discuss the issue in more detail. A resolution or understanding may be reached in that initial meeting, or the discussion may raise factors that the Board member will report back to the Board and / or the full Management Team. Further consultation may occur either with the member raising the issue or even the whole society, depending on who the issue affects, and will continue until an agreeable resolution or understanding is reached.
- If a member of a group is unhappy or concerned with any issue about the running of the group they must arrange to meet with the Group Leader, away from the group meeting, to discuss their issues or grievances, and either reach a solution in their discussion or raise understanding of why things are run the way they are.
- If a potential solution might mean changes to the group, these should be presented for wider discussion with the group members at the earliest time possible, for the group to decide or vote on whether to make any changes.
- If a resolution cannot be reached, a member of the Board will be available to mediate to help the group or the individual initially raising the issue reach an acceptable compromise.
- If group members have any issues or concerns about the Group Leader, they must arrange to speak privately with a member of the Board to highlight the issues or concerns. Depending on what those issues are the Board member will either investigate further, or arrange to have a private discussion with the Group Leader, and possibly mediate later on with the group members.
- If a group has an issue with the behaviour of one of their members, the Group Leader must arrange to meet with that member, away from the group, to discuss what aspects of their behaviour is causing concern. If there is any possibility of aggression from the member, the Group Leader should arrange a meeting in a public place and / or take another member of the group with them. If this discussion does not reach an amicable conclusion, the Group Leader will contact a member of the Board to ask for mediation. Our rule book states clearly that we will not tolerate members being aggressive or disruptive in meetings, or conducting themselves in a manner that will bring the society into disrepute, and a final step of revoking a person’s membership can be taken. However, discreet discussion initially may help the person recognise the consequences of their behaviour on others in the group, and modify their approach accordingly.
Any concerns can be raised with the Board of Directors:
Jo Sykes 07841826332
Mary McKenzie 07919457222
Britta Atkinson 07778396994
Published 2026 Reviewed Annually.