Version 1.0 - April 2026

Complaints Policy

Complainants must be able to easily access this policy and use the process. Even the easiest of complaint processes may still be stressful to all concerned, perhaps due to unforeseen, or unintended, consequences. Complainants should receive a resolution, or at least an update, to formal complaints within 28 days.

Investigations into formal complaints will be as transparent as possible while maintaining appropriate confidentiality. The focus of the investigation will not be to assign blame, rather to focus on resolutions. There will be no winners and losers. Our complaints policy and process are intended drive improvement. Identifiable key trends or recurring issues will be raised as agenda items at Association GC meetings.

This complaints policy and process sets out how someone can let us know when they think something has gone wrong with our Association, then what steps our Association will take to address their complaint. All complainants are treated seriously with courtesy and respect. If laws have been broken the relevant authorities will be notified.

Complaints

A complaint is when a person, or persons, feel indignation, resentment or loss stemming from feeling they have been somehow wronged. Complaints can only be made concerning Association issues under the direct control of our Association. The scope of complaints can include issues about our ringing, people, services, expectations, policies and procedures, and any of our association activities. Historic complaints (before the first issue date of this document) will not be considered.

Complaints Process (Informal)

This process starts by trying to resolve concerns before they become complaints.

Any personal interactions concerning the behaviour of an individual may most easily be resolved by raising it, in the first instance, with whoever is the other individual. This is best done in writing to evidence communications. Personal preferences, attitudes, behaviours or communications styles etc. are wide ranging in nature. What one person finds unacceptable may be common.

Any complaints about the association policies, processes and events will need to follow the formal complaints process.

Complaints Process (Formal)

How to Formally Complain

A formal complaint should be made in writing, by post or email and addressed to your District Secretary (or if more appropriate, the District President). This should be sufficiently detailed to allow for investigation e.g. covering what led to the complaint (i.e. a specific incident, experience, or decision), who is involved and the impact on the complainant or body of the association.

Complaints made directly to the EDA GC will be referred to the District where the member rings most often. Complaints arising from issues greater than 6 months ago are not considered.

Acknowledgement

On receiving the formal complaint, the District Secretary will check that the complaint is in scope of this policy and appropriately acknowledge the formal complaint usually within 5 days.

Investigation

The District Secretary will nominate three senior officers of the District to investigate the formal complaint. If the complaint relates to a specific person, they will have the right to be told of the complaint and to present their response. It might be appropriate to contact any third parties named in a complaint, where they have information relevant to the investigation.

Outcome

The outcome of the investigation and resolution will be communicated to the complainant. If dissatisfied with the outcome, a complainant will have 21 days to submit a written request to appeal. Complaints will usually only be considered for appeal if new information has come to light, or there is evidence that all the information was not fully considered. Information withheld by the complaint, at the time of the complaint, is not grounds for appeal. A formal written request for appeal must detail the reason for the appeal.

Appeal

The appeal process is with the General Committee (GC) of the Association. The GC will have the opportunity to question the investigation, change the resolution and/or request further investigation where people from outside the Association could be asked to be independent investigators. The General Secretary will be in receipt of the complaint appeal and will keep a confidential log of the proceedings. The nature of the appeal process means the GC will become privy to the complaint details.

Conclusion of the Process

The appeal is the last step of the complaints process. Once a case has been considered under appeal, it will be closed. If further correspondence is received that seeks to reopen the matter (from any party) it will be acknowledged, but no further action will be taken unless laws have been broken.