BFE Complaints Procedure
BFE aims to provide a space in which to promote the craft of editing. It expects that most members will never need to complain.However where members do have concerns, BFE will treat those concerns as valuable feedback that allows us to continuously improve our service. Our complaints procedure has been developed to ensure that all complaints are dealt with in a fair and efficient manner, and that any learning points are acted upon.
This procedure allows BFE to consider complaints about the services we provide to members. It also covers complaints about one member by another, in relation to BFE. It does not apply to complaints between members that occur outside BFE, eg in a work environment. It will only apply to non-members complaining about a member within the context of BFE.
When a complaint is made, the chair will decide how BFE will proceed, and inform the governors.
This procedure is governed by the following principles:
• Anyone wishing to make a complaint should know how and have ready access to the process;
• BFE must acknowledge and respond to complaints quickly, courteously and efficiently;
• BFE will investigate complaints thoroughly and takes appropriate measures where they are found to be justified;
• BFE is open to constructive criticism and learns from complaints;
• BFE will ensure that staff and elected officers are competent to handle complaints professionally.
An informal complaint is one where no complaint is written down, it will be treated with respect and courtesy, and the chair, or designated representative will talk to the complainant and the member about whom the complaint has been made. If either person mentions any witnesses to the complaint, they will be approached., and asked for verbal comments. Either party may submit written evidence if it exists.
The chair will process the information and provide a detailed summary to the board to discuss the complaint. The chair will report the decision back to both parties.
A formal complaint is one that is written down, and sent to BFE. It must be made within 2 months of the incident. The Chair will take written statements and any supporting evidence from both parties, along with written statements from any witnesses. The Chair will take all necessary steps to investigate the complaint.
The chair will process the information and provide a detailed summary along with all documents to the board to discuss the complaint. The chair will report the decision back to both parties in writing.
In the event that the chair is part of the complaint, they will step aside and ask the Governors to chose someone else.
After the decision is made, the governors will review and implement any changes that are needed.
The decision about the complaint will be final.
BFE reserve the right to change this policy at any time.