{"alias":"contentPage","byline":null,"standfirst":null,"content":{"layouts":[{"type":"sidebar","areas":[{"items":[{"gridType":"RichTextBlock","content":"\u003Cp\u003EThe Scouts has a policy in place to ensure that complaints are taken seriously and dealt with appropriately.\u003C/p\u003E\n\u003Cp\u003EThis guide describes how to make a complaint and how your complaint will be dealt with. It is the policy of Scouts to have a fair and open process for dealing with concerns raised by members and non-members that directly affect them or their children in Scouting.\u003C/p\u003E","gtmId":"","gtmClass":""},{"type":"Plain","cta":"","body":"\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. Find out more about supporting mental health in Scouting on our \u003Ca href=\u0022/volunteers/staying-safe-and-safeguarding/supporting-life-issues-and-young-people/supporting-our-members/mental-health/\u0022 title=\u0022Mental Health\u0022\u003EMental Health\u003C/a\u003E webpage.\u003C/p\u003E","link":null,"colour":"#002f6c","title":"Scout Values","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"type":"Promo","cta":"","body":"\u003Cp\u003EMany complainants do not want to enter a formal complaints procedure. They simply want to have their questions answered, their concerns dealt with, or their opinion noted.\u003C/p\u003E\n\u003Cp\u003EInformal resolution may be as simple as the complainant having a conversation with the local volunteer manager before making a formal complaint to discuss how a concern raised can be resolved.\u003C/p\u003E\n\u003Cp\u003EIf a complainant feels it is appropriate, they may be willing to meet with the individual they are raising the concern against with the support of a local volunteer to see if an amicable solution can be found.\u003C/p\u003E\n\u003Cp\u003ELocal, informal resolution should always be attempted before engaging in the formal complaints policy.\u003C/p\u003E","link":null,"colour":"#f1f1f1","title":"Informal Resolution","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EWhat complaints are accepted?\u003C/strong\u003E\u003C/h3\u003E\n\u003Cp\u003EWe accept complaints about how you have been treated by Scouting or, if you are a parent or carer of a young person, how that young person has been treated by Scouting. We have a few basic rules for the acceptance of complaints:\u003C/p\u003E\n\u003Cul\u003E\n\u003Cli\u003EComplaints will only be accepted within three months of the date that the complainant reasonably knew enough facts to report the issue.\u003C/li\u003E\n\u003Cli\u003EIf there\u2019s reasonable belief that a complaint is vexatious or malicious, then it won\u2019t be progressed.\u003C/li\u003E\n\u003Cli\u003EComplaints broadly or substantively the same as a previous complaint raised under any of Scouts\u2019 policies will not be progressed.\u003C/li\u003E\n\u003C/ul\u003E","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EMaking a complaint\u003C/strong\u003E\u003C/h3\u003E\n\u003Cp\u003E\u003Cstrong\u003EFor paid Scouts staff:\u003C/strong\u003E\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.\u0026nbsp;\u003Cspan\u003E\u003Ca href=\u0022https://app.smartsheet.com/b/form/88e5231522834691b3f62eca19cdce37\u0022\u003EComplaints related to HQ can be submitted online\u003C/a\u003E\u003C/span\u003E.\u003C/p\u003E\n\u003Cp\u003E\u003Cstrong\u003EComplaints about volunteers or local matters:\u003C/strong\u003E\u003C/p\u003E\n\u003Cp\u003EFormal complaints should be made in writing (physically or digitally) wherever possible to the most appropriate Lead Volunteer or Team Leader. This could include the Group Lead Volunteer, District Lead Volunteer, County Lead Volunteer or Regional Lead Volunteer. If you do not know the name and / or contact details of who to raise the complaint to, please \u003Ca href=\u0022/contact-us/\u0022 title=\u0022Contact us\u0022\u003Econtact the Scout Support Centre\u003C/a\u003E.\u00A0\u003C/p\u003E\n\u003Cp\u003EComplaints should ideally be made on the\u00A0\u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk//media/11117/complaint-template.doc\u0022 target=\u0022_blank\u0022 title=\u0022Complaint template\u0022\u003E\u003Cu\u003EComplaints Template\u003C/u\u003E\u003C/a\u003E.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"accordion","gtmId":"","gtmClass":"","showExpand":false,"items":[{"gridType":"accordionItem","gtmId":"","gtmClass":"","body":"\u003Cp\u003EThe complaint should include:\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 e.g. 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","label":"What should the complaint include?"}]},{"gridType":"RichTextBlock","content":"\u003Cp\u003EScouts\u2019 complaint template 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","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EResponse to complaints\u003C/strong\u003E\u003C/h3\u003E\n\u003Cp\u003EWe handle complaints in a positive and proactive manner and expect resolutions and outcomes to contribute to a process of continuous improvement.\u003C/p\u003E\n\u003Cp\u003EPlease bear in mind that adults in Scouting are volunteers and have other calls on their time. It may therefore take a little longer to sort out your complaint, however you will be kept informed of the progress of the complaint with an acknowledgement of a formal complaint within seven days and regular updates (typically at least every 14 days).\u003C/p\u003E\n\u003Cp\u003EThe investigator may need to speak to you and a number of other people to fully understand your complaint and the circumstances surrounding it.\u003C/p\u003E\n\u003Cp\u003EThe Lead Volunteer or Team Leader will make a decision about the complaint and will inform you whether your complaint is upheld or not and the actions that will be taken as a result.\u003C/p\u003E","gtmId":"","gtmClass":""},{"gridType":"RichTextBlock","content":"\u003Ch3\u003E\u003Cstrong\u003EIf you are not satisfied\u003C/strong\u003E\u003C/h3\u003E\n\u003Cp style=\u0022line-height: 107%; margin: 0cm 0cm 8.0pt 0cm;\u0022 class=\u0022MsoNormal\u0022\u003EIndividuals who are directly affected by the outcome of a complaint can lodge an appeal against the complaint investigation. An appeal will only be considered if it is made on at least one of two grounds:\u003C/p\u003E\n\u003Cp style=\u0022text-indent: -18.0pt; mso-list: l0 level1 lfo1;\u0022 class=\u0022MsoListParagraphCxSpFirst\u0022\u003E\u003C!-- [if !supportLists]--\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; mso-fareast-font-family: \u0027Nunito Sans\u0027; mso-bidi-font-family: \u0027Nunito Sans\u0027; 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; \u003C/span\u003E\u003C/span\u003E\u003C/span\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; 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.\u0026nbsp; \u003C/span\u003E\u003C/p\u003E\n\u003Cp style=\u0022text-indent: -18.0pt; mso-list: l0 level1 lfo1;\u0022 class=\u0022MsoListParagraphCxSpLast\u0022\u003E\u003C!-- [if !supportLists]--\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; mso-fareast-font-family: \u0027Nunito Sans\u0027; mso-bidi-font-family: \u0027Nunito Sans\u0027; 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\u0026nbsp;\u0026nbsp;\u0026nbsp; \u003C/span\u003E\u003C/span\u003E\u003C/span\u003E\u003C!--[endif]--\u003E\u003Cspan style=\u0022mso-bidi-font-size: 11.0pt; mso-fareast-language: EN-GB;\u0022\u003ENew evidence is being submitted that was not reasonably available to you 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=\u0022text-indent: -18.0pt; mso-list: l0 level1 lfo1;\u0022 class=\u0022MsoListParagraphCxSpLast\u0022\u003E\u0026nbsp; \u0026nbsp; \u0026nbsp; Only 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/p\u003E\n\u003Cp\u003EAny appeal must be received within 14 days of you, or those directly affected, being notified of the outcome of the original complaint. Appeals should ideally be made on the\u0026nbsp;\u003Ca rel=\u0022noopener\u0022 href=\u0022https://prod-cms.scouts.org.uk//media/11118/appeal-template.doc\u0022 target=\u0022_blank\u0022 title=\u0022appeal template\u0022\u003Eappeals template.\u003C/a\u003E\u003C/p\u003E\n\u003Cp\u003EContact details of who to make an appeal to will be contained within the complaint response and appeals 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. Appeal responses are final and there is no further right to escalation or consideration under any other scours policy,\u003C/p\u003E\n\u003Cp\u003E\u003Ca href=\u0022/about-us/policy/scouts-complaints-policy/\u0022 title=\u0022Scouts\u0027 Complaints Policy\u0022\u003ERead the Complaints Policy and other resources to help managers handling complaints\u003C/a\u003E.\u003C/p\u003E","gtmId":"","gtmClass":""},{"type":"Promo","cta":"","body":"\u003Cp\u003EScouts acknowledges that it can be a difficult decision to report a concern of bullying and/or harassment about someone known to you. A volunteer may also feel unsure about whether the behaviour they are experiencing or witnessing amounts to bullying or harassment.\u003C/p\u003E\n\u003Cp\u003EHowever, it\u2019s important that action is taken promptly in order to prevent the situation deteriorating. All concerns raised should be done in-line with the \u003Ca href=\u0022/about-us/policy/scouts-complaints-policy/\u0022 title=\u0022Scouts\u0027 Complaints Policy\u0022\u003EScouts Complaints Policy\u003C/a\u003E.\u003Cspan\u003E\u003C/span\u003E\u003C/p\u003E\n\u003Cp\u003EThe \u003Ca href=\u0022/about-us/policy/whistleblowing/\u0022 title=\u0022Whistleblowing\u0022\u003E\u003Cspan\u003EWhistleblowing policy\u003C/span\u003E\u003C/a\u003E is for all volunteers who have a serious concern in regard to a breach of our standards or conduct. This policy makes sure that if a volunteer has a serious concern, they know how to raise it as soon as possible. The matter will be comprehensively investigated and the appropriate action taken.\u003C/p\u003E","link":null,"colour":"#f1f1f1","title":"Anti-Bullying and Whistleblowing","image":null,"imageFocus":"","imageId":0,"imageKey":"00000000-0000-0000-0000-000000000000","imageCrop":"","gridType":"card","gtmId":"","gtmClass":""}]},{"items":[]}],"config":null}]},"searchDescription":"Information for people considering making a complaint about Scouting","pageType":null,"location":null,"browserTitle":"","versionDate":"15 July 2023","reviewDate":"14/09/2020","redirectUrl":"","id":48772,"nodeName":"Making a complaint about Scouting","title":"Making a complaint about Scouting","type":"contentPage","image":{"url":"/media/12108/fdl-hp.jpg?width=800\u0026height=450\u0026v=1dab8e1b20252a0","caption":"Scouts purple logo","type":"jpg","size":93039,"width":1268,"height":664,"altText":"An image of a purple background showing the white Scouts logo"},"assets":null,"headerOptions":{"headerTitle":"Making a complaint about Scouting","headerSubTitle":"Information for people considering making a complaint about Scouting","headerCta":"","headerCtaText":"","headerCtaLink":"","headerBackgroundColour":"002f6c","showSEOImage":false,"headerBackgroundImage":null,"quickLinks":[{"caption":"","title":"Scouts\u0027 Complaints Policy","url":"/about-us/policy/scouts-complaints-policy/","newWindow":false}]},"subHeader":"Information for people considering making a complaint about Scouting","silktide":"eyJjbXMiOiJVbWJyYWNvIiwiZWRpdG9yVXJsIjoiaHR0cHM6Ly9wcm9kLWNtcy5zY291dHMub3JnLnVrLy91bWJyYWNvIy9jb250ZW50L2NvbnRlbnQvZWRpdC80ODc3MiJ9","canonicalUrl":"https://www.scouts.org.uk/contact-us/raising-a-concern/making-a-complaint-about-scouting/"}