GRIEVANCE POLICY

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For the purposes of this policy ‘the Organisation’ means Gay City Bowlers CIC (GCB).

This policy will be reviewed bi-annually, but we reserve the right to amend this policy at any time, subject to compliance with any legal requirements.

1. Purpose 

It is the mission of Gay City Bowlers CIC to foster a community where individuals can come together to make friends, meet new people, and build meaningful relationships in a welcoming environment through the sport of bowling. We uphold the highest standards of good governance and responsible management, recognizing that these are fundamental to our success and integrity as a community-focused organization. We believe we achieve this most of the time: however, if we are not getting it right, we need to know about it.

In order to ensure our events and service remain at a high and ever improving standard, we have a procedure through which you can let us know of for any reason you are not

satisfied with your dealings with the organisation.

The purpose of this policy is to provide a clear and fair mechanism for dealing with complaints and grievances raised by members, participants, stakeholders, volunteers or employees of Gay City Bowlers CIC. It aims to ensure that all complaints and grievances are handled in a confidential, timely, and effective manner.

2. Scope 

This policy applies to all members, participants, stakeholders, volunteers or employees of Gay City Bowlers CIC. It covers complaints and grievances related to employment, volunteering, and membership within the organisation.

3. Principles

1. Confidentiality: All grievance procedures will be conducted in a confidential manner to protect the parties involved.
2. Impartiality: Grievances will be handled impartially and without prejudice.
3. Timeliness: Grievances will be addressed promptly to ensure swift resolution.

4. Definitions

A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. People may wish to complain if they are not satisfied with the way they have been treated or with the service they have received from Gay City Bowlers CIC. 

A grievance is any concern, problem, or complaint that an individual has related to their membership, role or employment at Gay City Bowlers CIC.

5. Procedure

Step 1: Informal Resolution

Before initiating a formal grievance, the aggrieved party is encouraged to resolve the issue informally by speaking directly with the person involved or with their volunteer host, representative or Director of Gay City Bowlers CIC and letting them know their complaint or concern. 

It is our hope that most straightforward complaints can addressed immediately, on the spot in conversation, or by using social media at the time at which the complaint is made, wherever appropriate using the same medium of communication as used by the

Complainant.

Complainants should be encouraged to speak openly about their concerns and reassured that what they say will be treated with appropriate confidence. 

The response should aim to satisfy the complainant that his/her concerns have been

taken seriously and an apology and explanation offered as appropriate. The response

should also refer to any remedial action that is to be taken.

If a complaint is made about a volunteer, this will be notified to them verbally by the Board of Directors. If informal discussion does not resolve the concern, then a formal meeting will be arranged with the volunteer in line with the grievance procedure.

Step 2: Formal Grievance Submission

If a complainant is not satisfied with the response they have received at Step 1, or if the issue cannot be resolved informally, the aggrieved party should submit a formal grievance in writing to the Board of Directors via directors@gaycitybowlers.com

The grievance should clearly describe the issue, any steps already taken to resolve it, and the desired outcome.

Step 3: Acknowledgement

The Board of Directors will acknowledge receipt of the grievance within 5 business days and provide information about the process and timeline, including the identification of a named Director, not involved or implicated in the grievance, who will take the role of Grievance Officer. 

Step 4: Investigation

The Grievance Officer will conduct a thorough investigation, which may include discussions with the aggrieved party, the respondent, and any witnesses. All parties will be given a fair opportunity to present their side of the story.

The purpose of investigating a grievance  is to identify where things may have gone wrong, not to apportion blame. However some grievances may identify information about serious matters which indicate the need for more formal action. 

Step 5: Resolution

Upon completion of the investigation, the Grievance Officer will propose a resolution to the grievance, aiming to reach a satisfactory outcome for all parties involved. This decision will be communicated in writing to both parties within 15 business days of the grievance submission.

Step 6: Appeal

If either party is dissatisfied with the resolution, they may appeal the decision by submitting a written request for appeal to the Board of Directors within 10 business days of receiving the decision. The Board will review the grievance, the investigation, and the outcome, and make a final decision.