Formal Complaints Policy
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Carol Williams
- Posts: 137
- Joined: Wed Mar 17, 2010 7:27 pm
Formal Complaints Policy
Has any progress been made on this?
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LozCooper
Re: Formal Complaints Policy
Hi Carol,Carol Williams wrote:Has any progress been made on this?
It's my understanding that we are/were drawing up such a policy but I have to admit that I've heard nothing for some considerable time. I will raise the matter with the board again.
Lawrence
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Alan Burke
Re: Formal Complaints Policy
If such a policy is to come into being, I would hope a similar policy would also be introduced to praise those officials who have done such a great job for junior chess over the years ?
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Andrew Farthing
- Posts: 614
- Joined: Sun Dec 28, 2008 11:39 pm
Re: Formal Complaints Policy
I do still intend to produce and publish a formal complaints policy, but I confess that it has taken a lower priority than other issues such as funding and charitable status. I hadn't forgotten about it.
In the meantime, the advice remains that the route for complaints is very much as I think most people would assume it to be:
(1) In the first instance, the complaint should be addressed to the director responsible for the area concerned;
(2) If the identity of responsible director is unclear, or if the complaint concerns the director himself, the complaint should be addressed to the Chief Executive;
(3) If the complaint concerns the Chief Executive, it should be addressed to the Non-Executive Chairman.
I expect the policy to include a timetable for responses and details of an appeal process (essentially, move to the next level as indicated above). For my part, I endeavour to acknowledge receipt of a complaint immediately and to give a formal response within five days. To date, I have received only a small number of complaints and believe that I have always met this objective.
In the meantime, the advice remains that the route for complaints is very much as I think most people would assume it to be:
(1) In the first instance, the complaint should be addressed to the director responsible for the area concerned;
(2) If the identity of responsible director is unclear, or if the complaint concerns the director himself, the complaint should be addressed to the Chief Executive;
(3) If the complaint concerns the Chief Executive, it should be addressed to the Non-Executive Chairman.
I expect the policy to include a timetable for responses and details of an appeal process (essentially, move to the next level as indicated above). For my part, I endeavour to acknowledge receipt of a complaint immediately and to give a formal response within five days. To date, I have received only a small number of complaints and believe that I have always met this objective.