Complaints Procedure¶
| Field | Value |
|---|---|
| Reference | PROC-005 |
| Type | Procedure |
| Version | 1.00 |
| Status | Approved |
| Owner | Chair |
| Approver | Board |
| Approval Reference | MIN-2026-08-02 |
| Effective Date | 2026-08-05 |
| Next Review | 2027-08-05 |
| Review Requirements | As defined in STD-001 |
| Classification | Public |
Purpose¶
To explain how to raise a complaint with BRSA, and what happens after you do.
Scope¶
Applies to any complaint that isn't already covered by a more specific route:
- Conduct concerns are raised under POL-003 (Code of Conduct).
- Equality, diversity, or harassment concerns are raised under POL-005 (Equality & Diversity Policy).
This procedure covers everything else - dissatisfaction with a BRSA service or decision, a complaint about advice or content given, or a complaint about a Committee member specifically.
How to Complain¶
Contact any member of the Committee, in writing where possible, setting out what happened and what outcome you're looking for.
What Happens Next¶
We will acknowledge your complaint within a reasonable time, and aim to respond in full within one month. If it's complex and needs longer, we'll tell you and explain why.
Complaints are usually handled by the Chair. If the complaint concerns the Chair, or the Chair has any other conflict of interest under POL-006, another Committee member handles it instead.
Complaints About a Committee Member¶
Handled as confidential business (PROC-002, TMP-004) rather than in the open Committee Minutes. The Committee member concerned declares an interest under POL-006 and steps back from the decision.
If You're Not Satisfied¶
BRSA is a small unincorporated association with no external ombudsman or appeal body at present. The Committee's decision, reached without the involvement of anyone with a declared interest in the matter, is final. If BRSA affiliates with a larger body in future (Constitution Section 10), that body's own complaints or appeal process may become available as an additional route.
Recording¶
Complaints and their outcome are recorded proportionately to their sensitivity - as a Confidential Minute where appropriate, or noted in the open Committee Minutes otherwise.
Related Documents¶
- POL-003 Code of Conduct
- POL-005 Equality & Diversity Policy
- POL-006 Conflicts of Interest Policy
- PROC-002 Committee Meetings and Minutes
Review Requirements¶
As defined in STD-001.
Change History¶
| Version | Date | Author | Summary |
|---|---|---|---|
| 0.10 | 2026-07-23 | DC | Initial draft |
| 0.50 | 2026-07-24 | DC | Version -> 0.50; Status -> Review |
| 0.50 | 2026-08-05 | DC | Status -> Approved; Effective Date -> 2026-08-05; Last Reviewed -> 2026-08-05; Next Review -> 2027-08-05 |
| 0.50 | 2026-08-05 | DC | Approval Reference -> MIN-2026-08-02 |
| 1.00 | 2026-08-05 | DC | Version -> 1.00; Approval Reference -> MIN-2026-08-02; Status -> Approved; Effective Date -> 2026-08-05; Last Reviewed -> 2026-08-05; Next Review -> 2027-08-05 |