Blackpool & Fleetwood Yacht Club
BFYC Complaints - Policy statement
BFYC is committed to continually improving the services we provide by welcoming feedback from members and our community. We want to ensure that any person or organisation using our services or affected by our operations, has the right to lodge a complaint or to appeal a decision of the organisation.
We value feedback and commit to resolving issues quickly, fairly, efficiently and with courtesy. Your rights to confidentiality, access, equity, and transparency shall be maintained throughout the complaints handing process.
The intent of this policy is to communicate and document a complaints and appeals management process that:
· provides a means for receiving complaints or feedback
· encourages the reporting of workplace complaints and issues
· is easily accessed and practical
· is understood by our members and other stakeholders
· provides for a fair, equitable and timely response
· is in compliance with regulatory and legislative requirements.
The following principles shall guide our organisation and our commitment for managing complaints.
We shall:
· ensure our members and users are encouraged to raise concerns about the service or product they are provided
· accept all complaints from members, suppliers and any other stakeholders
· recognise the importance of complaints that are submitted to us
· ensure confidentiality of all parties is maintained throughout the process
· provide support to employee complainants
· commit to the resolution of complaints that endeavours to satisfy all parties
· endeavour to manage complaints within a timely manner
· maintain communications with all parties during the process
· provide awareness on escalation options if required
· ensure complainants are not disadvantaged by submitting a complaint under this process
· ensure management reviews include complaints data to identify improvement opportunities
· continually monitor and improve the complaints management system.
2023