Complaints Procedure
Version: 1
| First Approved: | September 2011 |
| Last reviewed: | August 2021 |
| Date of next review: | August 2022 |
Review History
Revision History
| Version | Change Log | Date |
| 1 | Initial release of procedure | September 2011 |
| 2 | Changed job title of Development Director to Managing Director | August 2021 |
The Bowls Development Alliance (BDA) is committed to providing a quality service for its members and working in an open and accountable way that builds the trust and respect of all our stakeholders.
One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, customers, and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
The purpose of a formal complaint’s procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.
Responsibility for Action
The BDA Managing Director and Chairman of the Board of BDA are responsible, although the Board of the BDA may be involved where necessary.
Confidentiality
Apart from in exceptional circumstances, every attempt will be made to ensure that both the complainant and the BDA maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality and each complaint will be judged on its own merit. Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting
Directors of the BDA will receive annually an anonymised report of complaints made and their resolution.
FORMAL COMPLAINTS PROCEDURE
Stage 1
In the first instance, if your complaint concerns a Director of the BDA, or a member of the BDA staff and you are unable to resolve the issue informally, you should write to the BDA Managing Director, so that he/she has a chance to put things right.
In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt.
You should receive a response and an explanation within 15 working days.
Stage 2
If you are not satisfied with the initial response to the complaint then you may ask for your complaint and the response to be reviewed by the Board. The BDA aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Final Stage
If you are not satisfied with the subsequent reply from the BDA Managing Director on behalf of the Board, then you have the option of writing to the Chair of the BDA stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from the BDA Managing Director.
The Chair (or their nominee) will normally respond within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
His/her decision will be final.
All complaints should be placed in writing and sent to Managing Director, BDA, Pera Business Park, Nottingham Road, Melton Mowbray, Leicestershire, LE13 0PB