B.T.B.C. Compliments and Complaints Policy 

(Last Review Date: 1st January 2024     Next Review Date: 1st January 2025).

1 Our Aim

Biggleswade Town Bowls Club "B.T.B.C." is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible

• we welcome compliments, feedback and suggestions

• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response

• we deal with it promptly, politely and, when appropriate, confidentially

• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.

• we learn from complaints, use them to improve our service, and review our complaints policy and procedures every 5 months

We recognise that many concerns will be raised informally, and dealt with quickly. 

Our aims are to:

• resolve informal concerns quickly

• keep matters low-key

• enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions 

A compliment is an expression of satisfaction about the standard of service we provide. 

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used. 

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the committee to provide feedback to the committee.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

5. Responsibilities

 B.T.B.C.'s responsibility will be to:

• acknowledge the formal complaint in writing;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint; and

• take action where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to B.T.B.C.’s  attention normally within 1week of the issue arising;

• raise concerns promptly and directly with the committee;

• explain the problem as clearly and as fully as possible, including any action taken to date;

• allow B.T.B.C. a reasonable time to deal with the matter, and

• recognise that some circumstances may be beyond B.T.B.C.’s control.

6. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and B.T.B.C. maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

Written complaints must be made to B.T.B.C. by face to face, via a phone call, in writing, via email or any other method. We endeavour to respond to your complaint within 10 working days. 

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. A formal approach is appropriate when it can be achieved. 

Stage 2

When this stage approaches, the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Committee, to make this explanation.

1. A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Committee. 

2. In all cases, the complaint must be passed on to the Committee. In the event of a complaint about the Committee, the complaint should be passed to the Chair. If the complaint is about the Chair, this must be passed on to Committee instead

3. The Committee or the Chair, depending on the nature of the complaint, must acknowledge the complaint in writing within 10 days of receiving it.

4. One of the above will investigate the complaint. Any conclusions reached should be discussed.

5. The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

Stage 3

1. If the complaint is not satisfied with the above decision then the complaint will be passed back to the Committee or the Chair. 

2. The Committee or the Chair will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.

*****************************************