Revised and updated 1st April 2018
Applicability
This policy applies to Associations previously formed that have subsequently joined SWCAA and adopted its general principles with or without adding “SWCAA” to their name, and to SWCAA as a national organisation.
Definition
A complaint calling for a formal response is one made to the appropriate person (secretary, chairman, field steward for example) and formally acknowledged by being re-stated in a written reply wherever possible.
This does not include a comment made by an individual asking for a straightforward remedy to a simple problem.
First Response
1. No loyalty to friends, commitment to an association or to the SWCAA company must ever prevent reporting of matters of concern. We promise the response will always be positive, and not defensive. The complainer will be heard without interruption and in an encouraging, attentive manner.
2. The member receiving or making a serious complaint should be informed of the option of outside advice e.g. http://www.pcaw.co.uk/ if serious issues are raised (such as child protection, misconduct by public officials, very severe financial irregularities, gross breaches of equal opportunities policies). Silence is not always golden.
3. However upsetting the complaint, members undertake not to become merely protective, by just offering excuses or belittling the complaint, however natural that reaction may be. We will always apologise to the complainer for the trouble that has been caused (which is not the same as apologising for things that are not our fault). We will always try to help, and never inflame the situation.
4. The complainer will be thanked for the trouble taken, since a complaint is an opportunity for us to rectify or improve the organisation; which is what in the end many complainers may want.
Procedure
1. Listen and Learn
People complain for a reason, and want to be certain that they are heard. We undertake to treat all complaints sympathetically, justified or not.
When dealing with a complaint, we will seek to let the person know we understand. We will seek to clarify the problem: the underlying cause may not be evident at first, and complainers may disclose the real source of their dissatisfaction only in stages. We will discuss what action the complainer would like, and the feasibility of his/her suggested remedies and possible alternatives, in order to achieve an in-depth review. (See our web site article in the member’s only area Help their getting me out of here, on evictions for background to this process). We acknowledge that it may take courage to complain, so much so that many people vote with their feet and simply walk away. We acknowledge that making a complaint shows commitment to our organisation; listened to attentively a complainer will become a supporter for life.
In recognition of this we undertake wherever practicable to implement a leaver follow-up policy to report back in writing or verbally the reasons why a member decides to leave. Preserving confidentiality, we undertake to remove failures on our part (such as the presence of bullying, lack of advice or support, personal unpleasantness) if these are found to be the cause, and if possible to reinstate the member.
Where appropriate we will respond by developing, implementing and publicising an active anti-bullying policy through the executive committee.
2. Investigate
While complainers can make mistakes, the majority have some grounds: once it is clear that the complaint is not a simple request for action, or malicious, or an obvious error, we will act and avoid lengthy procedural delays.
Investigation may reveal a background of welfare and personal or family issues. We guarantee confidentiality, and in accordance with our data protection policy will neither seek nor retain unnecessary personal detail.
3. Action
(a) complaints in writing must always be responded to in writing
(b) The sub-committee or individual charged with investigating the complaint will make a thorough examination of the background detail and issue an objective report.
(c) Personal information such as terms of employment, family situations or medical conditions will not be revealed to the complainer without the consent of the person involved.
(d) Satisfactory resolution of a dispute will, as a matter of policy, avoid creating outright winners or losers; otherwise the situation has not been rectified. All involved should go away feeling they have gained something.
(e) All documents, papers and decisions of the allotment secretary or other official involved are a matter of public record and we expect to make these available to any further legal or other inquiry.
(f) Natural justice: – once rectification (including compensation) has been offered the complainer will always be given the chance of a second and independent hearing. This review must never include the secretary or any other person who made the first decision, nor the person who is the subject of the complaint. The outcome may be publicised at the Annual General Meeting.
(g) If personal disputes are involved, the advice of someone skilled in conflict resolution will be sought, as far as this is practicable.
Summary
All complaints will be handled, and all necessary changes implemented, in line with what is seen to be reasonable in an open, fair and democratic society.