Complaints Procedure

Our aim

UKRCS wants concerns to be raised early and handled fairly. Complaints should be acknowledged, considered by an appropriate person and used to improve the organisation where lessons are identified.

What can be complained about?

• Behaviour of a UKRCS member or representative.
• How an enquiry or request was handled.
• Use of UKRCS identity, equipment or communications.
• A governance, membership or operational decision.
• Failure to follow an adopted UKRCS policy or procedure.

How to complain

Email info@ukrcs.org.uk with the subject line Complaint. Include enough information to understand what happened, when it happened, who was involved if known, and what outcome you are seeking.

What happens next?

1. The complaint should be acknowledged.
2. UKRCS will decide who is appropriate to review it.
3. Relevant information may be requested from the complainant and others.
4. A response should explain the outcome or next step where appropriate.
5. Serious matters may be escalated to trustees, safeguarding leads, insurers or statutory authorities.

Fairness

Where reasonably practicable, someone materially involved in the matter should not be the sole person deciding the outcome. People complained about should normally have a fair opportunity to respond.

Serious concerns

Criminal allegations, immediate safety risks and safeguarding matters may need to be referred directly to the appropriate authority rather than handled solely as an internal complaint.