Complaints Policy and Procedures consultation

Have your say on our policies and procedures. Deadline 9pm, 30 January

Have your say on our Complaints policy, Complaints procedure and Investigation procedure.

We’re consulting volunteers on our Complaints policy, and the Complaints and Investigation procedures that go with it.  

What is the policy for? 

This policy: 

  • Makes sure that all complaints are taken seriously  
  • Allows us to learn from all complaints to make guiding more enjoyable and accessible to everyone 
  • Outlines the complaints process 

What is the complaints procedure for? 

The procedure: 

  • Explains how to make a complaint and what to include 
  • Explains how we resolve complaints 
  • Explains complaint investigation timeframes 

What is the Investigation procedure for?  

The procedure: 

  • Explains how an investigator must manage an investigation and outlines the process 

What are we asking you about?  

We’d like your views on whether the policy and procedures could be clearer, and whether you understand how the policy and procedures support you, or if there are parts that don't make sense, are confusing, or use unnecessary jargon. 

We would also like to know whether you have referred to the policy and procedures in the last two years, and if there is anything you feel that is not included.  

If you have referred to the policy, have you experienced any issues or unintended consequences as a result?  

We would also like to know a bit about you – such as what country or region you are from, your main role in guiding, and which section you are associated with. 

Why are we looking at this now? 

As part of our commitment to developing a rewarding volunteer experience we review all policies to see how they work in practice and if there are improvements that we can make in order to better support you in following this policy and deliver great guiding experiences.   

We value your feedback and encourage you to share your experiences with us.  

How can I participate? 

The consultation is open until 9pm on Sunday, 30 January and is open to all volunteers in Girlguiding. You will need to refer to the Complaints policy, and the Complaints and Investigation procedures that go with it. 

Take part in the consultation.