The Boating Association
1. Complaints Handling Policy
1.1 Purpose
To ensure complaints are handled fairly, consistently, and transparently, maintaining public trust in The Boating Association.
1.2 What is a Complaint?
A complaint is any expression of dissatisfaction regarding:
- Services or activities
- Staff or volunteer conduct
- Decisions made by the organisation
1.3 How to Make a Complaint
Complaints can be made:
- In person
- By email
- In writing
All complaints should include sufficient detail to allow investigation.
1.4 Handling Procedure
- Acknowledgement within 5 working days
- Investigation by an appropriate person
- Response provided within 20 working days (where possible)
1.5 Escalation
If the complainant is not satisfied:
- The complaint may be reviewed by a trustee or independent party
1.6 Record Keeping
All complaints will be recorded and monitored to improve services.
1.7 Confidentiality
Complaints will be handled sensitively and in accordance with data protection requirements.
1.8 Policy Review
All policies will be reviewed annually or as required to ensure they remain effective and compliant with relevant regulations.
Approved by The Boating Association Trustees
Effective Date: 2026-03-20
Review Date: 2026-11-21