Complaints procedure

What to do if you have a complaint concerning a member of staff

Who is this complaints procedure for?

This complaints procedure is for you, as a Ramblers member and/or volunteer, if you are unhappy about:

• a decision taken by a member of staff (for example, regarding your membership, your volunteering, or wider policy issues);
• any behaviour by members of staff which you do not think is in keeping with Ramblers values, or our Code of Conduct It is also for use by the Executive Committees or Councils of Ramblers Groups, Areas or Countries.

Why do we have this complaints procedure?

The aim of the procedure is ensure that your complaint is responded to quickly and efficiently; is dealt with at the level nearest to the source of the complaint; in a manner which is non-bureaucratic but both fair and seen to be fair; with a clear conclusion being reached and communicated.

We aim to maintain the highest standards in all that we do. We therefore take complaints very seriously.

This complaints procedure is for you to use if you are unhappy about a matter, and have either raised this with the member of staff concerned but without a satisfactory resolution, or do not wish to raise the matter with the member of staff concerned.

How to complain

1. Please submit a complaint by email or letter to the Chief Executive, setting out your reasons for complaint. This can be emailed to: directorsoffice@ramblers.org.uk or sent to: Complaints, The Chief Executive, Ramblers, 2nd Floor Camelford House, 87-90 Albert Embankment, London SE1 7TW.

2. The Chief Executive or his delegated officer will acknowledge the complaint either by email or by letter, and refer the complaint to a ‘responsible officer’ (usually the relevant manager) who will be identified in the acknowledgement, and will be the person charged with investigating the complaint. [Please note, if the complaint is about the Chief Executive, it will be referred to the Chair of the Board of Trustees to put into procedure.]

3. The responsible officer will open a file on the complaint and will deal with the complaint in the manner they consider most appropriate, having regard to Ramblers policies and procedures. This will include having an open mind, ensuring that the member of staff has had an opportunity to explain their case, and asking for any further information from yourself that they may need.

4. On completion of their enquiries the responsible officer will communicate the decision to you and place a record of their decision on file. This will normally be within 10 working days of the complaint being received. If it is likely to be longer, this will be communicated to you in advance.

5. In communicating the decision to you, they will also let you know of how to appeal against their decision, if you wish to do so.

How to Appeal

1. If you wish to appeal against the decision which the responsible officer has made, please do so in writing within 10 working days. This can be emailed to: directorsoffice@ramblers.org.uk or sent to: Complaints, The Chief Executive, Ramblers, 2nd Floor Camelford House, 87-90 Albert Embankment, London SE1 7TW, setting out your reasons for appealing.

2. The appeal will be handled by an officer senior to the responsible officer handling the original complaint.

3. The appeal will be dealt with under the same procedural rules as the original complaint.

4. The decision by the officer dealing with the appeal shall be final, except where the complaint originates from the Executive Committee or Council of a Ramblers Area or Country. In such circumstances, the Executive Committee or Council may refer the matter to the Chair of the Board of Trustees.

Monitoring of Complaints

In order that we may learn from complaints, each year the Chief Executive or his delegated officer will produce a Complaints Monitoring Report, which will be placed on our website and reported to the Board of Trustees, detailing:

• The number of complaints received, broken down by type, and the number upheld.
• Conclusions and learning points from the complaints which have been, or are being, implemented.