Complaints Procedure

The Lagan District Executive have a policy in place to ensure that complaints are taken seriously and dealt with appropriately.

Our Values:

In line with its values, The Scouts recognises its responsibility to deal fairly, constructively and consistently with expressions of concern or dissatisfaction from members and non-members, including parents and carers on behalf of themselves or their children.

As Scouts, we’re guided by the values of integrity, respect, care, belief and co-operation.

When applying this policy, these values should be at the forefront of every interaction and decision that’s made, and all involved should be regularly reminded of them.

Making a Complaint:

If you are submitting a complaint in relation to your experience at Ardnavally, this will be handled by Alex Kelso (Ardnavally Site Manager). This will also be recorded and reported to the Ardnavally Council & Lagan Executive.

If you are submitting a complaint in relation to a member of staff, this complaint will be handled by Norman McKee (Lagan District Commissioner).

If you are submitting a complaint about a volunteer, this will be handled by the relevant line manager.

Response to the Complaint:

We handle complaints in a positive and proactive manner and expect resolutions and outcomes to contribute to a process of continuous improvement.

Please bear in mind that adults in Scouting are volunteers and have other calls on their time. It may therefore take a little longer to sort out your complaint, however, you will be kept informed of the progress of the complaint with an acknowledgement of a formal complaint within seven days and regular updates (typically at least every 14 days).

The investigator may need to speak to you and a number of other people to fully understand your complaint and the circumstances surrounding it.

The manager will make a decision about the complaint and will inform you whether your complaint is upheld or not and the actions that will be taken as a result.