Complaints Policy of the Braille Chess Association
The Braille Chess Association (BCA) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person who has made the complaint.
Our policy is:
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or
not, about any aspect of the BCA.
Where Complaints Come From Complaints may come from any person or organisation who has a legitimate interest in the BCA. A complaint can be received verbally face to face, by phone, by audio media, by email or in writing including Braille.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the trustees on the BCA committee.
This policy is reviewed regularly and updated as required.
Complaints Procedure of Braille Chess Association
Publicised Contact Details for Complaints:
Written complaints may be sent to the Secretary, Guy Whitehouse, by e-mail to email@example.com
Verbal complaints may be made by phone to Guy on 01164 296554
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Secretary as soon as possible and within two weeks.
If the complaint relates to the Secretary, the complaint may be passed to the Chairman instead.
On receiving the complaint, it will be recorded. If it has not already been resolved, an appropriate person will be delegated to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible a progress report should be sent within four weeks.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Chairman, Norman Wragg.
The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Chairman may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
The complainant can complain to the Charity Commission at any stage, but their powers to intervene are limited.
Information about the kind of complaints the Commission can involve itself in can be found on the internet at:
Variation of the Complaints Procedure
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.
Appendix 1 - Practical Guidance for Handling Verbal Complaints
Last reviewed November 2017
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