Introduction:
The Surrey Rifle and Pistol Club values open communication and believes that feedback and concerns play an essential role in the continuous improvement of our club. This policy outlines the process for handling complaints from club members, visitors, volunteers, and participants. We are committed to addressing complaints promptly, fairly, and in a manner that respects the rights and interests of all parties involved.

Policy Statement:

1. The Surrey Rifle and Pistol Club is committed to providing a transparent and accessible process for addressing complaints and concerns.
2. We encourage individuals associated with the club to come forward with complaints related to club activities, policies, or the conduct of club members, employees, volunteers, or visitors.
3. All complaints will be treated seriously, investigated thoroughly, and resolved in a fair and timely manner, maintaining confidentiality to the extent reasonably possible.

Key Principles:

1. Complaints Procedure: The club will establish a clear and accessible complaints procedure, outlining the steps for reporting a complaint and the expected timeline for resolution.
2. Reporting a Complaint: Complaints should be submitted in writing to the designated Complaints Officer or another appropriate club representative. Complaints should include specific details of the incident, individuals involved, and any supporting evidence.
3. Confidentiality: The club will treat all complaints with confidentiality and will disclose information only to those directly involved in the investigation and resolution process on a need-to-know basis. Participants in the complaint process are expected to respect the confidentiality of the proceedings.
4. Impartial Investigation: Complaints will be investigated impartially, ensuring that the individuals responsible for the investigation have no personal interest or bias in the outcome. The investigation will involve gathering evidence, conducting interviews, and providing all parties with a fair opportunity to present their case.
5. Resolution and Communication: Once the investigation is complete, the club will communicate the outcome of the complaint to the parties involved. If the complaint is substantiated, appropriate actions will be taken, which may include disciplinary measures, policy changes, or other necessary steps to address the issue.
6. Appeal Process: If a complainant or the subject of the complaint is dissatisfied with the outcome, they will have the right to appeal the decision. The club will outline the appeal process and provide a fair opportunity for the appeal to be heard and considered by an independent panel or higher authority within the club.
7. Documentation and Monitoring: The club will maintain appropriate records of all complaints received, investigations conducted, and outcomes reached. This information will be used to identify any recurring issues and to improve club policies and practices.

Implementation and Review:

1. This Complaints Policy will be communicated to all club members, employees, volunteers, and visitors, who will be expected to read, understand, and comply with its principles.
2. The policy will be regularly reviewed and updated as necessary, reflecting changes in legislation, best practices, and club requirements.
3. The responsibility for implementing and monitoring this policy will be assigned to a designated Complaints Officer, who will oversee the handling of complaints and ensure compliance with the policy.
4. This Complaints Policy represents the commitment of the Surrey Rifle and Pistol Club to addressing concerns and maintaining a fair and transparent process for handling complaints. Any complaints or queries should be directed to the designated Complaints Officer.

Signed:
Mike Arrow - Chairman
22/06/2023