1st Sandstone Scout Group
How to raise concerns or complaints with the
1st Sandstone Scout Group
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The 1st Sandstone Scout Group Leadership Team and the Group Committee are committed to providing an enjoyable, safe and rewarding experience for all our young members and are eager to resolve any issues or concerns which the young members or their Parents or Guardians may have. Parents and Guardians are encouraged to raise issues and concerns as soon as they occur, and the Leaders and Committee actively welcome issues and complaints so that lessons can be learned, issues resolved and continuous improvement
achieved.

All issues and concerns, however serious or trivial, should be raised in accordance with this procedure which meets the requirements of the Scout Association's Complaints Procedure. A copy of the full procedure may be obtained from the Scout Association's website at http://www.scouts.org.uk or by calling the Scout Association on 0845 300 1818

Stage 1: Informal Stage (Section Leader)

Any Parent or Guardian who wishes to raise an issue or concern should first discuss the matter informally with the appropriate Section Leader. Many issues and complaints can be resolved at this stage by the Section Leader.

Stage 2: Formal Stage (Group Scout Leader)

If the issue or complaint cannot be resolved by the Informal Stage the Parent or Guardian should refer the matter to the Group Scout Leader (GSL). This may be done orally or in writing, but if done orally the GSL will confirm his understanding of the issue in writing in the interests of clarity. The GSL will acknowledge receipt of the complaint within 7 days and will attempt to resolve the matter within 4 weeks, failing which he will send updates to the complainant every 4 weeks. The decision or final response of the GSL will be communicated to the complainant in writing and the complainant will be asked to confirm whether or not they are satisfied with the response.

Stage 3: Appeal Stage (District Commissioner)

If the complainant is not satisfied with the response of the GSL s/he has the right to appeal to the District Commissioner (DC). Any appeal must state the basis on which it is being made and must be received by the DC within 6 months of the GSL providing his final response to the complainant. The DC will acknowledge receipt of the complaint within 7 days and will attempt to resolve the matter within 4 weeks, failing which he will send updates to the complainant every 4 weeks. The decision or final response of the DC will be communicated to the complainant in writing. Once the DC has dealt with the complaint no further review or appeal is permitted.

Note: the GSL and the DC will not deal with issues or complaints in which they are personally involved or where they may be considered by either themselves or by any other person to have insufficient independence; in these cases the matter will be referred by them (or may be referred directly by the complainant) to the next level of Scouting to ensure impartiality.

This page was last updated on 9 August, 2018
.