Complaints and Concerns Procedure (June 2025)

This formalises the process we already have in place i.e complaints (and concerns) are routed though the Business Manager (via admin office). The document includes "Concerns" and aligns to the Disciplinary Regulations. It makes clear what information needs to be provided.

SCOPE

This policy applies to any external complaints/concerns about the actions of the members of Upton by Chester Golf Club LTD (UBCGC). This includes, for example: member behaviour and adherence to club rules, club management and the operation of committees etc.

All internal complaints are covered by the employee Disciplinary & Grievance Procedures.

Purpose

This policy aims to establish a clear, transparent and accountable system for parties to raise complaints/concerns within UBCGC. This policy is also to act as the start of the resolution procedure to resolve disputes between UBCGC and its members as required by its Articles of Association.

DEFINITION

A complaint is defined as: an expression of dissatisfaction, either spoken or written, that requires a response. A concern is worry about a situation

PROCEDURE

If you wish to lodge a complaint or a concern you should follow this procedure:

Please voice your complaint/concerns informally as soon as they arise with the relevant department with whom you are dealing. Complaints/concerns can often arise due to simple misunderstandings and are often quickly and satisfactorily resolved by the parties involved.

If your complaint/concern is not informally dealt with to your satisfaction, then please contact the club administration office as soon as possible by letter or email (admin1@upotongolf.co.uk). Please state the nature and the person/section/department you are complaining or are concerned about. Please put the words complaint/concern in the title of your email or mark written correspondence with complaint/concern.

Please also include the facts giving rise to your complaint/concern and any other relevant details. If you raise your complaint/concern by other means you may be asked to put your complaint/concern in writing. If your correspondence is not clear whether it is a complaint/concern you may be asked for more information and to clarify.

Complains/concerns that lack sufficient detail will be returned with a request for more or clarified information.

We aim to acknowledge every complaint/concern within 5 working days of receipt. You will be advised at that time the name of the person who will take responsibility for dealing with your complaint/concern.

Complaints about member behaviour/adherence to club rules will be dealt with using the UBCGC Disciplinary Regulations.

The person dealing with your complaint/concern will contact you within 10 working days setting out the next steps. If this is not possible then you will be notified and provided with an explanation for the delay.

The result of the investigation will be reported to you, and your complaint/concern be upheld or confirmed we will advise you of what remedy or rectification can be applied. We will write to you to confirm any final agreement or solution.

In the case of a complaint that has been referred to the disciplinary process then the report to you will be at the end of the disciplinary process defined as after the end of any appeal date.

If you are raising a complaint about another member then do not share details of the complaint with other members as this could either: 1) compromise the outcome of a possible disciplinary process 2) compromise yourself should the complaint not be upheld.

Complaints marked ‘confidential’ will shared with The President and Chairman who will receive will receive an outline of the nature of the complaint/concern.

If you are still not satisfied with the outcome or the way your complaint has been handled, then you should raise the matter with Governance Director or Board Chairman within 14 days of or reporting to you.