How do I make a complaint?

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Home > faqs > How do I make a complaint?

How do I make a complaint?

1 September 2012

We hope that everyone who comes into contact with Scouting will have a positive experience. However, it is inevitable that on occasion, concerns may arise that require investigation.

It is the policy of The Scout Association to have a fair and open process for dealing with concerns and complaints raised by members and non-members that directly affect them or their children in Scouting.

If you have a complaint you cannot resolve with your child’s leader then you should contact Liam Walsh, who is the Group Scout Leader and “manager” of the Group. Phone contacts are on the HQ signage or you can email gsl@4thmorpeth.org.uk.

If the complaint is regarding the Group Scout Leader then his line manager, the District Commissioner, will deal with the complaint. (contact dc@castlemorpethscouts.org.uk)

How will my complaint be dealt with?

Your complaint will be dealt with fairly and objectively. We handle complaints in a positive and pro-active manner and aim to resolve any issues as quickly as we can.

However, please bear in mind that adults in Scouting are volunteers and therefore it might sometimes take a little longer to sort out your complaint.

You will be kept informed of the progress of the complaint with an acknowledgement of a formal complaint. You should receive this within seven days from when the manager receives the complaint. Regular updates will be provided thereafter (typically at least every four weeks).

The investigator may need to speak to you and a number of other people to fully understand your complaint and the circumstances surrounding it.

The manager will make a decision about the complaint and will inform you whether your complaint is upheld or not and the actions that will be taken as a result.

What if I’m not happy with the outcome of my complaint?

If after receiving a response to your complaint you are concerned that it was not handled appropriately, or still consider that you have not had a satisfactory answer, you may appeal.

You must appeal within three months of being given the outcome of your complaint. Your appeal must be formally lodged with the next level of manager in Scouting. If you are not sure who this is, then the manager who dealt with your complaint will provide the details.

In your appeal, you must clearly explain the basis on which you are making the appeal and your preferred outcome to resolve the issue.

Your appeal will be investigated by the next senior manager or by someone asked to do this on the next senior manager’s behalf. The investigator may need to speak to you and a number of other people to fully understand your appeal and the circumstances surrounding the investigation of your complaint.

The next senior manager will make a decision about the appeal and will inform you whether your appeal is upheld or not and the actions that will be taken as a result.

It is the policy of Scouting that the original response to a complaint may be reviewed just once. This means that once you have appealed against the initial consideration or outcome of your original complaint, and a review has been undertaken and a response made to you, the matter will be closed. No further appeal or review will be possible.