Policies
Complaints Procedure
If something has gone wrong we want to know. Complaints help us improve and are always taken seriously.
How to complain
Email sabir@bvuk.org with 'Complaint' in the subject line, or use the contact form and choose 'Community concern'. Please tell us what happened, when it happened, who was involved and what outcome you are seeking.
Stage one — informal resolution
We acknowledge your complaint within 5 working days. Most matters are resolved informally by a member of the team within 10 working days.
Stage two — formal review
If you are not satisfied, ask for a formal review. An administrator not involved in the original matter reviews the facts and responds in writing within 20 working days.
Stage three — chairman's decision
If the matter remains unresolved, the chairman reviews the complaint and issues a final written decision within a further 20 working days.
Complaints about a volunteer
Complaints involving a volunteer are handled confidentially. Where the complaint raises a safeguarding concern, our Safeguarding Policy takes precedence and the matter is referred to the appropriate authority.
Anonymous complaints
We record and consider anonymous complaints, but we may be limited in what we can investigate or feed back.
Questions about this policy? Email sabir@bvuk.org.