Complaints Procedure


Complaints Procedure


1    Objective

To provide an appropriate mechanism whereby BPIC members can progress an issue within the club after having addressed it informally without satisfactory conclusion.  

The objective in all decision making is on fairness, consistency and equality.

2     Procedure

Complaints will be notified to the committee using the email account.  This account is restricted to the four office holders of the club.  

The officers of the club will be the only committee members authorised to hear the complaint and make a decision on it.  However, it may be necessary to discuss the issue with other committee members from time to time.  

A quorum of two people will be required to decide the outcome of a complaint.  

The officers of the club will review the complaint to assess whether there is any merit in the complaint and what action, if any, needs to be take.  

The officers of the club will aim to resolve the complaint with the complainant, ideally in person, within two weeks of it being raised.  Any delays will be communicated to the complainant.

Possible solutions open to officers include:
•    Provision of information to clarify the issue
•    Give an explanation on the situation
•    Offer an apology.

Should the issue be of a sensitive nature, members may bypass the email approach and contact either the Chairperson or the Vice Chairperson directly.  In these circumstances the Chairperson and Vice Chairperson will then assess the case as indicated above.  

The decision of the Chairperson/Vice Chairperson is final.