Complaints & Compliments Procedure

British Cycling North East
Secretary: Aidan MacDermott
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PROTOCOL FOR MINOR COMPLAINTS, GRIEVANCES AND COMPLIMENTS, AND SUGGESTIONS FOR IMPROVED EFFICIENCY

A. COMPLAINTS

1. This complaints protocol is for the resolution by the north east regional board ("the board") of minor complaints, grievances and suggestions for improved efficiency where such do not need to go to British Cycling Headquarters. Such complaints may be made by a member of British Cycling or any other person.

2. The board will appoint a complaints officer to manage all complaints under this protocol and may make more than one such appointment at any one time.

3. All complaints under this protocol should be sent on the pro forma on the BCNE web site by email to the regional secretary as soon as possible following the event complained of and in any event within 1 month of that event unless there is an exceptional reason for doing so outside that time limit.

4. The regional secretary will immediately acknowledge receipt of the complaint and refer the complaint to the regional board's complaints officer.

5. The complaints officer may refer any complaint to the regional chair if he considers that it should be escalated immediately to British Cycling Headquarters or dismissed if it is considered to be frivolous, vexatious or mischievous. The regional chair may refer any complaint to British Cycling Headquarters or dismiss it under this paragraph. In all cases, the chair will discuss the best course of action with the complaints officer and may refer to any board member if it will assist making a decision.

6. The complaints officer will within 28 days of referral to him investigate the complaint and contact all those who may be relevant and may take written statements from any person. The complaints officer will offer each party to the complaint to meet with him to discuss the complaint and will consider whether a joint meeting should be offered to both parties. The complaints officer will aim to mediate the complaint and reach a solution acceptable to all parties.

7. The complaints officer may seek assistance from another member of the regional board and may invite another board member to join in with the meetings with the parties.

8. The complaints officer may call from any party to the complaint further information or documentation as may be necessary and may set a strict time limit for the production of such information or documentation.

9. The complaints officer will make a record of all meetings with parties and others and together with all statements taken will disclose all such documents to each party in the spirit of openness and transparency. In the event of matters of a confidential or personal nature or those involving a person under the age of 18 years or an adult recognised as vulnerable being made known, the complaints officer may treat such matters as confidential and not disclose them to any other person. The complaints officer may at his discretion not disclose any document or statement provided in a complaint and may keep the author of any such statement confidential.

10. All complaints shall be treated confidentially by the parties to it and all other persons involved or connected to it and none of those persons shall be at liberty to discuss the complaint or any part of it outside this complaints protocol and especially within any social media forum or email. If any such activity takes place the complaints officer shall be at liberty to end the complaint forthwith or take any other action which he considers to be appropriate.

11. The complaints officer will within 6 weeks of receipt of the complaint prepare an outcome report which shall be sent to all parties and the regional chair. The complaints officer will disclose the outcome report to the regional board through the procedures workgroup. The complaints officer may prepare an interim report if appropriate.

12. The outcome report, whether final or interim, shall remain confidential to the parties and the regional board and may not be published in any other medium. The regional board may disclose the report to any person who is a member or employee of British Cycling where this is considered necessary for the good conduct of British Cycling's affairs and such a member or employee shall not be at liberty to further disclose the report to any other person.

13. The outcome report will contain the following:-

a. Details of the outcome whether it be to the mutual resolution of the complaint or the fact that no such resolution has been achieved.
b. If the outcome report is interim in nature what further action needs to be undertaken before a final report can be prepared
c. An action plan for the implementation of any matter forming part of a mutual resolution.
d. Whether the complaint is being referred to British Cycling Headquarters
e. In the case of a complaint involving a person under the age of 18 years or a vulnerable adult that the identity of that person or any other person shall not be made known

14.The complaints officer will have full regard to the safeguarding of children and vulnerable adults under British Cycling's policy.

15. The complaints officer may be paid expenses, but not remuneration for time spent, at such rate as the regional board may set from time to time.

16. The complaints officer may seek from the regional chair an extension of any time limit set out in this protocol but such extension shall be limited to a maximum of 28 days.

B. COMPLIMENTS AND SUGGESTIONS

17. If any member of British Cycling or other person wishes to give a compliment to any person involved in British Cycling or make any constructive suggestion for improvement they should please send an email to the regional secretary at This email address is being protected from spambots. You need JavaScript enabled to view it. . The regional secretary will send it to the regional chair. The regional chair may deal with the matter as he sees fit.

Protocol amended and adopted by the BCNE regional board on 26th January 2015

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