{"alias":"contentPage","byline":null,"standfirst":null,"content":{"layouts":[{"type":"singleColumn","areas":[{"items":[{"type":"Promo","cta":"","body":"\u003Cp\u003EPlease note that this policy has been updated in July 2026, with \u003Cspan style=\u0022font-size: 12.0pt; font-family: \u0027Aptos\u0027,sans-serif; mso-fareast-font-family: Aptos; mso-fareast-theme-font: minor-latin; mso-bidi-font-family: Aptos; mso-ansi-language: EN-GB; mso-fareast-language: EN-GB; mso-bidi-language: BN-BD;\u0022\u003Eadditional clarity around what constitutes a valid appeal.\u003C/span\u003E\u003C/p\u003E","link":null,"colour":"#088486","title":"","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Promo","cta":"","body":"\u003Ch3\u003EScout Values\u003C/h3\u003E\n\u003Cp\u003EIn line with its values, The Scouts recognises its responsibility to deal fairly, constructively and consistently with expressions of concern or dissatisfaction from members and non-members, including parents and carers on behalf of themselves or their children.\u003C/p\u003E\n\u003Cp\u003EAs Scouts we\u2019re guided by the values of integrity, respect, care, belief and co-operation.\u003C/p\u003E\n\u003Cp\u003EWhen applying this policy, these values should be at the forefront of every interaction and decision that\u2019s made, and all involved should be regularly reminded of them.\u003C/p\u003E\n\u003Cp\u003EFocusing on the values of respect and care, the wellbeing and mental health of all involved when dealing with an expression of concern or dissatisfaction should be considered throughout. More information is available on the\u003Cspan\u003E \u003C/span\u003E\u003Ca rel=\u0022noopener\u0022 href=\u0022https://www.scouts.org.uk/volunteers/staying-safe-and-safeguarding/supporting-life-issues-and-young-people/supporting-our-members/mental-health/\u0022 target=\u0022_blank\u0022\u003ESupporting the wellbeing and mental health when a concern is raised\u003C/a\u003E\u003Cspan\u003E\u0026nbsp;\u003C/span\u003Ewebpage.\u0026nbsp;\u003C/p\u003E","link":null,"colour":"#f1f1f1","title":"","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Cp\u003E\u003Cstrong\u003EIf you\u2019re an individual who wishes to make a complaint about Scouts, you should go to the \u003Ca href=\u0022/contact-us/raising-a-concern/making-a-complaint-about-scouting/\u0022 title=\u0022Making a complaint about Scouting\u0022\u003Emaking a complaint about Scouting page\u003C/a\u003E.\u003C/strong\u003E\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003EDealing with complaints\u003C/h3\u003E\n\u003Cp\u003EWhere an individual has raised a concern or several concerns which, individually or collectively, could be classified under more than one of the Scouts\u2019 policies, it may be decided to consider them all under the same policy. When concerns raised have engaged more the one Scouts policy, Scouts may consider pausing one or more aspects in order to effectively manage the concerns. This may apply to a variety of scenarios including where safeguarding concerns have been raised alongside a complaint, or where a Subject Access Request has been submitted alongside a complaint. Scouts has complete discretion to decide under which of its policies a concern should be considered and their decision in relation to this is final.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EMany complainants don\u2019t want to enter a formal complaints procedure. They simply want to have their questions answered, their concerns dealt with, or their opinion noted. As a result, local, informal resolution should always be attempted before engaging the formal complaints policy.\u003C/p\u003E\n\u003Cp\u003EIt\u2019s important to recognise the point when a complaint reaches a stage at which it should be dealt with formally. We ask that complainants try an informal attempt at resolution wherever possible.\u003C/p\u003E\n\u003Cp\u003EIf a complaint is to be dealt with formally, the steps set out in the rest of this policy should be followed.\u003C/p\u003E","label":"Dealing with complaints informally"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EA complaint can be raised by members (including youth members), non-members or by the parent or carer of a child (who is a youth member of Scouts) that are directly affected by the concern being raised. \u003Ca style=\u0022mso-comment-reference: JC_1; mso-comment-date: 20260519T1022; mso-comment-done: yes;\u0022\u003E\u003Cspan style=\u0022font-size: 12.0pt; font-family: \u0027Nunito Sans\u0027; mso-fareast-font-family: \u0027Times New Roman\u0027; mso-bidi-font-family: \u0027Times New Roman\u0027; mso-ansi-language: EN-GB; mso-fareast-language: EN-GB; mso-bidi-language: AR-SA;\u0022\u003EThe concern being raised must relate to something for which Scouts is responsible/\u003C/span\u003E\u003C/a\u003E\u003Cspan class=\u0022MsoCommentReference\u0022\u003E\u003Cspan style=\u0022font-size: 12.0pt; font-family: \u0027Nunito Sans\u0027; mso-fareast-font-family: \u0027Times New Roman\u0027; mso-bidi-font-family: \u0027Times New Roman\u0027; mso-ansi-language: EN-GB; mso-fareast-language: EN-GB; mso-bidi-language: AR-SA;\u0022\u003E\u003C!-- [if !supportAnnotations]--\u003E\u003C/span\u003E\u003C/span\u003E\u003C/p\u003E\n\u003Cp\u003EIf, for any reason, someone is unable to make the complaint themselves, a representative (such as a friend or family member) may make a complaint on their behalf. In this case, the representative should explain why the individual is unable to make the complaint themselves. If appropriate, you\u2019ll need to contact the individual to confirm that they\u2019ve consented to the representative acting on their behalf.\u003C/p\u003E\n\u003Cp\u003EComplainants should be encouraged to provide their name and contact details as it makes it easier for us to fully investigate the complaint, verify information and update the complainant on the progress of the investigation. However, if a complainant withholds their identity, steps will be taken to investigate the complaint to the extent possible.\u003C/p\u003E\n\u003Cp\u003EComplainants can ask to keep their identity confidential and specify any other aspects of the complaint that contain sensitive information. You should aim to keep such details confidential wherever practical, but no absolute assurance can be given to the complainant as there may be situations in which disclosure will be necessary or even legally required.\u003C/p\u003E\n\u003Cp\u003EComplaints will only be accepted within three months of the date that the complainant reasonably knew enough facts to report the issue.\u003C/p\u003E\n\u003Cp\u003EIf there\u2019s reasonable belief that a complaint is vexatious or malicious, then it won\u2019t be progressed. A complaint is vexatious or malicious if it\u2019s possible to demonstrate it\u2019s without basis and that it would tend to or is being made with an intention to cause worry, upset, annoyance or embarrassment.\u003C/p\u003E\n\u003Cp\u003EComplaints broadly or substantively the same as a previous complaint raised under any of Scouts\u2019 policies will not be progressed.\u003C/p\u003E\n\u003Cdiv\u003EThe Complaints Policy should not be used where individuals disagree with a national policy set by Scouts. Any concerns about national policy should instead be raised through \u003Ca href=\u0022/contact-us/\u0022 title=\u0022Contact us\u0022\u003EThe Scouts Support Centre\u003C/a\u003E.\u0026nbsp;\u003C/div\u003E\n\u003Cp\u003EIf a complainant does not agree with the reason for their complaint not being progressed, they are entitled to one appeal in accordance with this policy.\u003C/p\u003E","label":"What complaints are accepted?"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EThe vast majority of adults involved in Scouts are volunteers. Complaints received will be passed to the most appropriate and most local Lead Volunteer or Team Leader for resolution. Contact details of the relevant appropriate volunteer Lead Volunteer or Team Leader can be obtained from the Scout\u202F\u003Ca href=\u0022https://www.scouts.org.uk/contact-us\u0022\u003ESupport Centre\u003C/a\u003E. The appropriate Lead Volunteer or Team Leader can then decide whether they\u2019ll manage the complaint themselves or delegate to one of their team members to manage the complaint. \u0026nbsp;\u003Cbr\u003E\u00A0\u003Cbr\u003EIf the appropriate Lead Volunteer, Team Leader or their delegated person are unable to investigate the complaint for any reason including a conflict of interest (see definition below), the complaint should be passed onto a Lead Volunteer or Team Leader from an equivalent part of the movement for them to progress the complaint.\u00A0\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EConflict of interest\u003C/strong\u003E\u202F\u2013 A conflict of interest is when someone\u2019s judgement or actions are, or could be, affected by something unconnected with their role in Scouts. This includes any circumstances that affect, or could be seen to affect, someone\u2019s independence or impartiality.\u00A0\u003C/p\u003E\n\u003Cp\u003EIf a Lead Volunteer or Team Leader from the management level above is an \u2018acting\u2019 Lead Volunteer or Team Leader where a complaint is to be managed, then whenever possible they shouldn\u2019t manage the complaint so as not to create a conflict of interest if an appeal is needed.\u00A0\u003C/p\u003E\n\u003Cp\u003EThe offices of the Patron, President, and Chief Scout do not deal with complaints, disagreements or disputes. Any correspondence received on these matters by UK headquarters will be referred to the most appropriate and most Lead Volunteer or Team Leader. \u00A0\u003C/p\u003E\n\u003Cp\u003EPrior to beginning an investigation into a complaint, the next Lead Volunteer or Team Leader from where the complaint is being managed should be informed and kept up to date with the progress of the investigation throughout. This Lead Volunteer or Team Leader must not get drawn into the detail of the handling of the initial complaint in case they are required to hear an appeal at a later stage.\u00A0\u003C/p\u003E\n\u003Cp\u003EThere is no process of \u2018escalation\u2019 of a complaint. The complainant\u2019s recourse is solely to a single appeal once the original complaint has been investigated and the outcome known as set out in this policy.\u00A0\u003C/p\u003E\n\u003Cp\u003EComplaints in relation to Scouts staff and matters relating to headquarters at Gilwell Park (HQ) will be handled by the relevant line manager and/or Director and, where appropriate, the Chief Executive or senior staff member in accordance with this policy and/or relevant employee policies.\u202FComplaints related to HQ can be \u003Ca href=\u0022https://app.smartsheet.com/b/form/88e5231522834691b3f62eca19cdce37\u0022\u003Esubmitted online via this form\u003C/a\u003E. Details of who to make an appeal to in these circumstances will be included in the complaint response.\u00A0\u003C/p\u003E\n\u003Cp\u003EComplaints about staff not directly employed by Scouts should be dealt with in the most appropriate and most local level of Scouts in accordance with their relevant employment policies.\u003C/p\u003E","label":"Who should complaints be made to?"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EFormal complaints should be made in writing (physically or digitally) wherever possible. If there\u2019s a reason why a complainant cannot make their complaint in writing, they can make it orally. The person to whom they make their complaint should, for the sake of clarity, summarise the complaint in writing and ask the complainant to check it is an accurate record of the conversation. Complaints should ideally be made on the \u003Ca href=\u0022https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fxrwfpflr%2Fcomplaint-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022 data-anchor=\u0022?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fxrwfpflr%2Fcomplaint-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022\u003EComplaints Template\u003C/a\u003E and submitted via email to the relevant Lead Volunteer or Team Leader. For example, if the complaint is about a Group Lead Volunteer, the complaint should be submitted to the District Lead Volunteer or District Team Leader. Contact details of who to submit a complaint to can be obtained from the Scouts \u003Ca href=\u0022/contact-us/\u0022 title=\u0022Contact us\u0022\u003ESupport Centre\u003C/a\u003E.\u0026nbsp;\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EThe complaint should include:\u003C/strong\u003E\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EComplainant\u2019s full name.\u003C/li\u003E\n\u003Cli\u003EComplainant\u2019s contact details.\u003C/li\u003E\n\u003Cli\u003EHow the complainant would like to be contacted in relation to the complaint.\u003C/li\u003E\n\u003Cli\u003EComplainant\u2019s relationship to the Scouts eg member or parent.\u003C/li\u003E\n\u003Cli\u003EA summary of the complaint and what they think went wrong, including dates and times or any reported incidents.\u003C/li\u003E\n\u003Cli\u003EClear and concise statements of what they would like to be investigated.\u003C/li\u003E\n\u003Cli\u003EDetails of any informal resolution that has been taken so far to try to resolve the issue.\u003C/li\u003E\n\u003Cli\u003EDetails of what they would see as an acceptable outcome.\u003C/li\u003E\n\u003Cli\u003EDetails of any formal concerns already raised in any part of Scouts under any of the policies.\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003EThe Scouts\u0027 \u003Ca href=\u0022https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fxrwfpflr%2Fcomplaint-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022 data-anchor=\u0022?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fxrwfpflr%2Fcomplaint-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022\u003EComplaints Template\u003C/a\u003E asks that complaints be kept to no more than 1,000 words in length and complainants are encouraged to keep within this limit. Supplementary documentation may be requested at a later stage as part of the investigation process.\u003C/p\u003E","label":"Submitting a complaint"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EWhen a complaint has been received by the relevant Lead Volunteer or Team Leader, a standard acknowledgement confirming receipt should be sent within 7 days. Acknowledgement does not necessarily mean the complaint has been accepted in accordance with the policy, it is simply a confirmation that the information sent by the complainant, has been received.\u0026nbsp;\u003C/p\u003E\n\u003Cp\u003EFollowing the acknowledgement the appropriate Lead Volunteer or Team Leader will need to make the following decisions:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EWho will manage the complaint as set out in the \u2018Who should complaints be made to?\u2019 section above.\u003C/li\u003E\n\u003Cli\u003EIf the complaint can be accepted based on what\u2019s set out in the \u2018What complaints are accepted under the Complaints Policy?\u2019 section above.\u003C/li\u003E\n\u003Cli\u003EIf the complainant has other ongoing concerns raised through any of Scouts\u2019 policies at any\u0026nbsp;management level. If so, then the appropriate Lead Volunteer or Team Leader can decide to combine the complaints and appoint one Lead Volunteer, Team Leader or another leader of another team to deal with all complaints as one.\u003C/li\u003E\n\u003Cli\u003EIf the complaint is one of multiple concerns raised about the same issue or individual through any of the Scouts\u2019 policies. If so, then the appropriate volunteer manager can decide to combine the complaints and appoint one volunteer manager, deputy or assistant to deal with all the concerns as one.\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003EOnce these decisions have been made the individual managing the complaint should communicate in writing (physically or digitally) the following points to the person raising the complaint:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003Ethe decisions made above\u003C/li\u003E\n\u003Cli\u003Ea concise list of the areas to be investigated and a request for the complainant to confirm they are happy to proceed with an investigation into the complaint on this basis.\u003C/li\u003E\n\u003Cli\u003E\u003Ca href=\u0022/contact-us/raising-a-concern/making-a-complaint-about-scouting/\u0022 title=\u0022Making a complaint about Scouting\u0022\u003Eif required, include a link to Making a complaint about Scouting\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003Edetail about who will be contacting them regarding the complaint and how to contact them\u003C/li\u003E\n\u003Cli\u003Ethe timescales of this communication (should include as a minimum an update every 14 days)\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003EManagers acknowledging a complaint can use \u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk/media/10854/acknowledgment-letter-template.doc\u0022 target=\u0022_blank\u0022 title=\u0022Acknowledgment letter template\u0022\u003Ethe Template acknowledgement letter\u003C/a\u003E.\u003C/p\u003E","label":"Acknowledging a complaint"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EAn investigation is primarily an information gathering exercise and should therefore:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003Egather all the facts\u003C/li\u003E\n\u003Cli\u003Eseek the views of those involved\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003EThe individual managing the complaint can nominate someone to investigate a complaint on their behalf\u00A0and report back to them with the facts to be considered. Careful consideration should be given as to who is chosen to investigate a complaint and there should be no conflict of interest (see definition above) between the investigator and others involved in the complaint.\u003C/p\u003E\n\u003Cp\u003EWhen speaking with those involved in a complaint, you should inform them how they\u2019re involved with the\u00A0complaint and give them an opportunity to respond. It\u2019s at the discretion of the investigator to decide how much detail is appropriate to provide to the individual about the complaint which has been made. You should inform the individuals you contact that their responses may form part of the response to the\u00A0complaint and record appropriate notes of your conversations.\u003C/p\u003E\n\u003Cp\u003EThe person investigating a complaint should detail the facts in writing and may make a recommendation to the individual managing the complaint as to the outcome of the complaint based on the facts available.\u003C/p\u003E\n\u003Cp\u003EThe individual managing the complaint should then decide on the outcome of the complaint based on the findings of the investigation and in accordance with and informed by the Scouts\u2019 policies. There may be circumstances where you\u2019re unable to determine the outcome of individual aspects of a complaint. However, the complaint should either be upheld, partially upheld or not upheld, with recommendations on the actions to be taken based on this decision.\u003C/p\u003E","label":"Investigating a complaint"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EFollowing the investigation, the complainant should be notified in writing (physical or digital) of the outcome of the investigation and any steps which will be taken as a result of the complaint.\u003C/p\u003E\n\u003Cp\u003EAll written responses should be given careful consideration before being sent.\u003C/p\u003E\n\u003Cp\u003EThe response to the complainant should:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003Eclearly state if the complaint is to be upheld, partially upheld or not upheld and the reasons that led to this decision referencing, where possible, all the key issues raised by the complainant based on the findings of the investigation.\u003C/li\u003E\n\u003Cli\u003Eidentify recommendations that will be undertaken based on the outcome of the complaint in the spirit of continuous improvement.\u003C/li\u003E\n\u003Cli\u003Eidentify who the appropriate volunteer manager the complainant can appeal to if they\u2019re unhappy with the process undertaken or the outcome of the complaint and how they can be contacted.\u003C/li\u003E\n\u003C/ul\u003E\n\u003Cp\u003ELead Volunteers and Team Leaders responding to complaints may wish to use the \u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk/media/18943/20221027-template-for-complaint-investigation.docx\u0022 target=\u0022_blank\u0022 title=\u0022Template For Complaint Investigation\u0022\u003Ecomplaint response template\u003C/a\u003E.\u003C/p\u003E\n\u003Cp\u003EIt\u2019s also important to contact others who have been directly involved with the complaint and share with them the outcome and recommendations where appropriate. You should also inform them as to who the appropriate Lead Volunteer or Team Leader is to appeal to if they\u2019re unhappy with the process undertaken or the outcome of the complaint.\u003C/p\u003E","label":"Responding to a complaint"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk/media/b2lbxnek/scouts-complaints-policy-flowchart.jpg\u0022 target=\u0022_blank\u0022 title=\u0022Complaints flowchart\u0022\u003EHere you can see a flowchart of the complaints process\u003C/a\u003E.\u003C/p\u003E","label":"Complaints flowchart"}]},{"gridType":"RichTextBlock","content":"\u003Ch3\u003EAppeals\u003C/h3\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp style=\u0022margin-top: 0cm; mso-margin-bottom-alt: auto; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022font-size: 12.0pt; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003EA complainant or those directly affected by a complaint, may lodge an appeal. An appeal will only be considered if it is made on at least one of two grounds:\u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin-left: 18.0pt; mso-add-space: auto; text-indent: -18.0pt; mso-list: l0 level2 lfo1;\u0022 class=\u0022MsoListParagraphCxSpFirst\u0022\u003E\u003C!-- [if !supportLists]--\u003E\u003Cspan style=\u0022font-size: 12.0pt; mso-fareast-font-family: \u0027Nunito Sans\u0027; mso-bidi-font-family: \u0027Nunito Sans\u0027; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003E\u003Cspan style=\u0022mso-list: Ignore;\u0022\u003E1)\u003Cspan style=\u0022font: 7.0pt \u0027Times New Roman\u0027;\u0022\u003E\u0026nbsp;\u00A0\u00A0 \u003C/span\u003E\u003C/span\u003E\u003C/span\u003E\u003C!--[endif]--\u003E\u003Cspan style=\u0022font-size: 12.0pt; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003EA required process was not followed in accordance with the complaints policy, that could have altered the outcome of the complaint.\u00A0 \u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin-top: 0cm; mso-margin-bottom-alt: auto; margin-left: 18.0pt; mso-add-space: auto; text-indent: -18.0pt; mso-list: l0 level2 lfo1; background: white;\u0022 class=\u0022MsoListParagraphCxSpLast\u0022\u003E\u003C!-- [if !supportLists]--\u003E\u003Cspan style=\u0022font-size: 12.0pt; mso-fareast-font-family: \u0027Nunito Sans\u0027; mso-bidi-font-family: \u0027Nunito Sans\u0027; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003E\u003Cspan style=\u0022mso-list: Ignore;\u0022\u003E2)\u003Cspan style=\u0022font: 7.0pt \u0027Times New Roman\u0027;\u0022\u003E\u00A0\u00A0\u00A0 \u003C/span\u003E\u003C/span\u003E\u003C/span\u003E\u003C!--[endif]--\u003E\u003Cspan style=\u0022font-size: 12.0pt; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003ENew evidence is being submitted that was not reasonably available to the complainant or investigator at the time of the original investigation and which may have materially affected the outcome.\u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin-top: 0cm; mso-margin-bottom-alt: auto; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022font-size: 12.0pt; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003EAppeals should be submitted on the \u003Ca href=\u0022https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fccto2hrt%2Fappeal-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022 data-anchor=\u0022?src=https%3A%2F%2Fprod-cms.scouts.org.uk%2Fmedia%2Fccto2hrt%2Fappeal-template-26.doc\u0026amp;wdOrigin=BROWSELINK\u0022\u003EAppeal Submission Template.\u003C/a\u003E. Any appeal must be received within 14 days of the complainant, or those directly affected, being notified of the outcome of the original complaint. Any appeal lodged on any other grounds will not be accepted.\u00A0\u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022font-size: 12.0pt; color: black; mso-themecolor: text1; mso-fareast-language: EN-GB;\u0022\u003EOnly one appeal is allowed per person directly affected by a complaint and if multiple appeals raise the same concerns they may be carried out as one appeal.\u003C/span\u003E\u003C/p\u003E","label":"What appeals are accepted?"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EAppeals must be directed to the most appropriate and most local Lead Volunteer or Team Leader at the next level of Scouts. The appropriate Lead Volunteer or Team Leader can then decide whether they\u2019ll manage the appeal themselves or delegate to a leader of another team to manage the appeal. Contact details of the appropriate Lead Volunteer or Team Leader to raise an appeal to, can be obtained from the Scouts \u003Ca rel=\u0022noopener\u0022 href=\u0022/contact-us/\u0022 target=\u0022_blank\u0022 title=\u0022Contact us\u0022\u003ESupport Centre\u003C/a\u003E.\u00A0\u003C/p\u003E\n\u003Cp\u003EIf the appropriate Lead Volunteer, Team Leader or their delegated person are unable to investigate the complaint for any reason including a conflict of interest (see definition above), the complaint should be passed onto a Lead Volunteer, Team Leader or leader of another team from an equivalent part of the movement.\u003C/p\u003E","label":"Who should appeals be made to?"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; color: black; mso-color-alt: windowtext; background: white;\u0022\u003EAny appeal should clearly state the basis on which it\u2019s being made, see appeal criteria above. An appeal is not a reinvestigation of the original complaint. The appeal manager will first determine whether the appeal meets the grounds for appeal before commencing any investigation. If the appeal manager determines that an appeal meets the grounds for appeal, further investigation will focus solely on the grounds of appeal raised and whether these have a bearing on the original complaint investigation outcomes. Where applicable and appropriate, an appeal investigation can change the outcome of a complaint investigation. \u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u0026nbsp;\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; color: black; mso-color-alt: windowtext; background: white;\u0022\u003EDuring an appeal investigation, the appellant should be kept updated every 14 days. Managers responding to appeals may wish to \u003C/span\u003Euse the\u0026nbsp;\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; color: black; mso-color-alt: windowtext;\u0022\u003E\u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk/media/18944/20221027-template-for-appeal-investigation.docx\u0022 target=\u0022_blank\u0022 title=\u0022Template For Appeal Investigation\u0022\u003Eappeal response template\u003C/a\u003E\u003C/span\u003E.\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u0026nbsp;\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; color: black; mso-color-alt: windowtext; background: white;\u0022\u003EIf an appeal does not meet the criteria, the appeal manager will notify the appellant and the appeals process will conclude.\u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022margin: 0cm; background: white;\u0022 class=\u0022MsoNormal\u0022\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; color: black; mso-color-alt: windowtext; background: white;\u0022\u003EAppeal responses are final and there is no further right to escalation or consideration under any other scouts policy. \u003C/span\u003E\u003C/p\u003E","label":"Dealing with an appeal"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003E\u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk/media/ktbbjf52/scouts-complaints-policy-appeals-flowchart.jpg\u0022 target=\u0022_blank\u0022 title=\u0022Appeals process flowchart\u0022\u003EHere you can see a flowchart of the appeals process\u003C/a\u003E.\u003C/p\u003E","label":"Appeals flowchart"}]},{"gridType":"RichTextBlock","content":"\u003Ch3\u003ECollection of statistical data\u003C/h3\u003E\n\u003Cp\u003EUpon completion of a complaint or an appeal the appropriate Lead Volunteer or Team Leader must provide (within 14 days) the information requested on the \u003Ca rel=\u0022noopener\u0022 href=\u0022https://app.smartsheet.com/b/form/19815e7f2f654ecabb62c97bd86dc8bc\u0022 target=\u0022_blank\u0022\u003EComplaints statistics report\u003C/a\u003E.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":true,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EIndividuals involved with complaints may decide to make a Data Subject Access Request (DSAR) under the General Data Protection Regulation (GDPR). This is also known as a Subject Access Request (SAR). \u003Ca rel=\u0022noopener\u0022 href=\u0022/volunteers/running-things-locally/subject-access-requests/\u0022 target=\u0022_blank\u0022 title=\u0022Subject Access Requests\u0022\u003EGuidance on DSARs is available.\u003C/a\u003E\u003Cbr\u003E\u003Cbr\u003EIf a DSAR is requested this may slow the progress of a complaint or appeal as it may provide more evidence or use resources to process the DSAR. If this is the case it should be clearly communicated with those involved with the complaint. In some cases, it may be necessary to pause the complaint/appeal investigation until the outcome of the DSAR is provided to the requestor and any reasonable time given so they can decide on how to proceed with the complaint/appeal.\u003C/p\u003E\n\u003Cp\u003EIt\u2019s important to maintain accurate and complete records relating to complaints and appeals, in accordance with local data retention policies in the event they are required at a later date. As a general rule, written communication containing personal information may be disclosable where a DSAR is received. However, all communication relating to a complaint or appeal should be securely stored together in one place for completeness of records and ease of reference.\u003C/p\u003E\n\u003Cp\u003EGuidance and information on how to handle personal data, when dealing with complaints is available in the \u003Ca href=\u0022/about-us/policy/complaints-and-handling-personal-data/\u0022 title=\u0022Complaints and handling personal data\u0022\u003EComplaints and handling personal data page\u003C/a\u003E.\u0026nbsp;\u003C/p\u003E","label":"Dealing with Data Subject Access Requests"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EThe appropriate Lead Volunteer or Team Leader should be aware of the potential for public interest in a complaint about Scouts and use the local processes for such matters (which might include activating your local\u0026nbsp; communications plan if appropriate).\u003C/p\u003E\n\u003Cp\u003EEvery charity is under a regulatory obligation to report serious incidents to the Charity Commission including Scout Groups and any other charity that is part of Scouts. \u003Ca href=\u0022/volunteers/staying-safe-and-safeguarding/incidents-and-illness/emergencies-and-reporting/serious-incident-reporting/\u0022 title=\u0022Serious Incident Reporting\u0022\u003ERead more information on what constitutes as a serious incident and how to report it\u003C/a\u003E.\u003C/p\u003E","label":"Dealing with serious incidents"},{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EScouts\u2019 Complaints policy\u0026nbsp;should deal adequately with most complaints; however, everyone has the right to raise a serious issue, which may include whistleblowing, directly with the relevant regulatory body. Information is included in the\u0026nbsp;\u003Ca href=\u0022/about-us/policy/whistleblowing/whistleblowing-policy-and-procedures/\u0022 title=\u0022Whistleblowing Policy and Procedures\u0022\u003EWhistleblowing policy\u003C/a\u003E.\u003C/p\u003E\n\u003Cp\u003EAs well as the charity regulatory bodies you may wish to raise a serious incident involving fundraising to the following bodies:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EThe Fundraising Regulator is the independent regulator of charitable fundraising in England, Wales and Northern Ireland and can be found online at \u003Ca rel=\u0022noopener\u0022 href=\u0022http://www.fundraisingregulator.org.uk\u0022 target=\u0022_blank\u0022 title=\u0022The fundraising regulator website\u0022\u003Ewww.fundraisingregulator.org.uk\u003C/a\u003E\u003C/li\u003E\n\u003Cli\u003EThe Scottish Fundraising Standards Panel is the body which is responsible for fundraising standards in Scotland and for handling complaints related to Scottish registered charities and can be found online at \u003Ca rel=\u0022noopener\u0022 href=\u0022http://www.goodfundraising.scot\u0022 target=\u0022_blank\u0022 title=\u0022good fundraising scotland website\u0022\u003Ewww.goodfundraising.scot\u003C/a\u003E\u003C/li\u003E\n\u003C/ul\u003E","label":"Whistleblowing and the charity regulatory bodies"}]},{"type":"Promo","cta":"Download the complaint investigation template","body":"","link":{"name":"Complaint investigation template","id":null,"url":"https://prod-cms.scouts.org.uk/media/18943/20221027-template-for-complaint-investigation.docx","newWindow":false,"target":null},"colour":"#f1f1f1","title":"Complaint investigation template","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Promo","cta":"Download the appeal investigation template","body":"","link":{"name":"Appeal investigation template","id":null,"url":"https://prod-cms.scouts.org.uk/media/18944/20221027-template-for-appeal-investigation.docx","newWindow":false,"target":null},"colour":"#f1f1f1","title":"Appeal investigation template","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Promo","cta":"Download the third-party information / witness to complaint template","body":"","link":{"name":"Third-Party Information / Witness to Complaint","id":null,"url":"https://cms.scouts.org.uk/media/10645/third-party-information-witness-to-complaint.doc","newWindow":false,"target":null},"colour":"#f1f1f1","title":"Third-Party Information / Witness to Complaint","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""}]}],"config":null}]},"searchDescription":"Read about the Scouts\u0027 Complaints policy.","pageType":null,"location":null,"browserTitle":"","versionDate":"14 July 2023","reviewDate":"09/09/2020","redirectUrl":"","id":39666,"nodeName":"Scouts\u0027 Complaints Policy","title":"Scouts\u0027 Complaints Policy","type":"contentPage","image":{"url":"/media/10478/scouts-logo.jpg?width=800\u0026height=450\u0026v=1db789232a4a190","caption":"Scouts Logo","type":"jpg","size":30784,"width":800,"height":450,"altText":"The Scouts logo"},"assets":null,"headerOptions":{"headerTitle":"Scouts\u0027 Complaints Policy","headerSubTitle":"The purpose of this document is to give guidance to Lead Volunteers and Team Leaders who are required to deal with complaints which have been received about Scouts","headerCta":"","headerCtaText":"","headerCtaLink":"","headerBackgroundColour":"","showSEOImage":false,"headerBackgroundImage":null,"quickLinks":[{"caption":"","title":"Safeguarding Concern","url":"/volunteers/staying-safe-and-safeguarding/reporting-a-concern-to-safeguarding/","newWindow":true},{"caption":"","title":"Volunteer anti-bullying and harassment policy and procedures","url":"/about-us/policy/anti-bullying-and-harassment-policy/","newWindow":true},{"caption":"","title":"Concerns regarding Scouts\u2019 UK headquarters","url":"https://app.smartsheet.com/b/form/88e5231522834691b3f62eca19cdce37","newWindow":true},{"caption":"","title":"Complaints and handling personal data","url":"/about-us/policy/complaints-and-handling-personal-data/","newWindow":true}]},"subHeader":"Read about the Scouts\u0027 Complaints policy.","silktide":"eyJjbXMiOiJVbWJyYWNvIiwiZWRpdG9yVXJsIjoiaHR0cHM6Ly9wcm9kLWNtcy5zY291dHMub3JnLnVrLy91bWJyYWNvIy9jb250ZW50L2NvbnRlbnQvZWRpdC8zOTY2NiJ9","canonicalUrl":"https://www.scouts.org.uk/about-us/policy/scouts-complaints-policy/"}