Complaints Procedure

1. Policy Statement

This policy outlines the complaints procedure for female members (hereinafter referred to as “Section Members”) of the Burstead Golf Club Ladies Section (hereinafter referred to as “The Club”)

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2. Purpose & Scope

The purpose of this policy is to give Section Members the opportunity and framework to raise a complaint to the committee if they so wish. Complaints will be handled confidentially until a Final Response can be obtained, at which point confidentiality will be decided based on the nature of the complaint.

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3. When an issue first arises

If you have a concern, you should initially inform a Committee Member either in person, over the telephone or in writing.

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We encourage Section Members to approach the Committee with any concerns they may have and aim to resolve all issues with open dialogue and mutual understanding.

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If your complaint is specifically about a Section Member or Committee Member, you should raise this with the Lady Captain.

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If your complaint is about the Lady Captain, you should raise this with the Ladies Vice Captain AND the Ladies Past Captain.

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4. Informal Meeting

Once a concern has been raised, you may be invited to attend an informal meeting with the Lady Captain and two other committee members, unless your complaint is about the Lady captain, in which case 3 committee members will be present. You are welcome to bring up to two people with you to this meeting.

The Committee members present have a responsibility to ensure all parties understand the outcome of the meeting, so any actions will be minuted for record in the Complaints Records.

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If you feel after this informal meeting that the desired outcome has not been reached, you may escalate as a Formal Complaint.

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The time frame for Informal Complaint resolution is 14 days from the Informal Meeting date, however this may be extended with communication and agreement from all parties.

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5. Formal Complaint

If the complaint has not been resolved or is serious enough to warrant a Formal Complaint, you must do so by writing to the Lady Captain, stating that you wish to raise a formal complaint.

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The Lady Captain will acknowledge receipt of your complaint within 7 days, outlining the procedure and the target date for providing a written response to the complaint.

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If, having spoken to the Lady Captain, you are dissatisfied with the outcome of your complaint, you may lodge this complaint with Stuart Mence.

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If your complaint is not escalated within 7 days of stage 1, the Committee will assume the concern is resolved.