BCS Complaints Policy

Introduction 

Berkhamsted Choral Society (‘BCS’) are committed to operating in an open and accessible way that builds trust and respect. It is in everybody’s interest that concerns and complaints are resolved as swiftly as possible. Many issues can be resolved informally, without needing to escalate to the formal stages of the complaints process. We take concerns and complaints seriously and aim to resolve issues as soon as possible.  We aim to learn from mistakes in order to improve how we operate in the future. This policy should be read in conjunction with the BCS Equality Diversity and Inclusion policy

Aims

  • To outline processes for raising concerns and complaints informally.
  • To outline processes for raising a complaint formally if the matter cannot be resolved informally.
  • To ensure that all complaints are handled fairly, consistently and wherever possible resolved to the satisfaction of the complainant.

Definitions

A concern is defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint is defined as ‘an expression of dissatisfaction however made, about actions taken or a lack of action that requires an investigation and formal response in writing’.

Procedures

Raising a concern or complaint informally.
  • If a choir member has a concern or complaint relating to another choir member, the person with a concern or complaint is encouraged to discuss it directly with the other choir member and endeavour to resolve the issue directly on an informal basis in the first instance. If this is not possible, the concern or complaint can be brought to the attention of any committee member verbally or by email.
  • The committee member will seek to understand and investigate the concern or complaint on an informal basis. They will respond to the individual as soon as possible, verbally or in writing, with an explanation saying what action if any will be taken to address the issue. We aim to respond within 4 weeks of the date the concern or complaint was raised.
Raising a formal complaint

If concerns cannot be satisfactorily resolved informally or an individual wishes to make a formal complaint, then the formal complaints procedure should be followed.

  • If the complaint is about the Chair, the secretary will forward the complaint to the Vice Chair or if he/she is unavailable another committee member.
  • The letter of complaint should explain the reasons for the complaint, the impact on the person making the complaint and/or BCS and should also state what action they would like to see taken.
  • Two committee members will be assigned to investigate the complaint. The complaint will be discussed further with the complainant and where relevant, any person whose behaviour or actions have been complained about and persons who have witnessed the cause of the complaint. The details of the complaint will otherwise remain confidential and will not be discussed with other choir members or committee members other than by those investigating the complaint.
  • The investigating committee members will endeavour to arrive at a resolution to be agreed between the parties. We aim to work together with the complainant on solutions and improvements. We aim to respond formally by email or in writing within four weeks of the date of the letter of complaint. A written response will be sent explaining what actions were taken to investigate, the outcome of the investigation and any action to be taken.
  • If the complainant is not happy with the outcome, they may ask for the complaint to be discussed with two different committee members. Their decision will be final.
  • If the complainant is not happy with the outcome of the investigation they can refer the matter to the Charity Commission.

Policy review

The policy is reviewed every 2 years by the committee and members of BCS will be informed of any changes.

This policy is due for review in February 2027.

BCS Policies