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Complaints Procedure

In any organisation, there will be problems, grievances and complaints from time to time and it is important that members know where to turn for help, advice and support, so that whatever the issue, it can be dealt with quickly, objectively and appropriately.   It is in everyone’s interest that:

  • Problems, grievances and complaints are dealt with quickly and fairly.
  • Every effort is made to settle the issue without having to resort to formal action. 
  • Confidentiality is maintained by all concerned.
  • All action taken is documented.

Members should always try to sort out any problem by talking informally and amicably with the person/ people concerned if possible.  If this approach fails to resolve the problem, then please refer to the following procedures.

A. INFORMAL PROCEDURE

1. PROBLEMS FOR A GROUP LEADER WITHIN AN INTEREST/ACTIVITY GROUP 

Problems that can arise within a group:

  • Disruptive and/or unsocial behaviour
  • Poor attendance/timekeeping
  • Unsuitability
  • Failure to pay fees
  • Disagreement between members

In most cases, the Group Leader should be able to sort it out by talking to the member/ members in question and resolve it informally and amicably.  If this fails and the problem persists, the Group Leader should refer the matter to Group Support.

The Group Leader should not allow a situation to continue which impacts on other members of the group.

The Group Leader does not have authority to exclude a member from the group permanently.  That decision must be made by the Trustees. 

2. PROBLEMS WITH THE GROUP LEADER

Initially the member/members should try to resolve the problem by discussing it with the Group Leader. However, if this is unsuccessful or if the member/members involved feel unable to do so, they should refer the matter to Group Support or the designated Trustee.

3. PROBLEMS WITHIN THE u3a AS A WHOLE

This could be:

  • Member to member
  • Member and the committee
  • Member and an individual trustee
  • A member who brings the u3a into disrepute or acts in a way which is prejudicial to the u3a
  • A member who causes damage to property and/or equipment through misuse/negligence etc. 

The above should all be referred to the designated Trustee in the first instance unless that individual is personally involved, in which case, the Chair will decide who should take over. 

4. INITIAL PROCEDURE WHEN A PROBLEM/GRIEVANCE IS REFERRED 

The Group Support Officer or designated Trustee will:

  • Endeavour to establish the facts quickly, consulting as many people as possible. 
  • Have an informal discussion with all concerned to summarise the problem, hear everybody’s views and clear the air.
  • If it is felt that there is a case to answer but that nevertheless it is a minor issue, make it clear to all present that there must be no repeat of the sort of actions/behaviour which led to this problem. 
  • If, however, it is felt that the situation warrants a more formal approach or a particular course of action e.g. exclusion from an interest group, the matter should be referred to the committee to agree a course of action. 

B. FORMAL PROCEDURE

5. FORMAL COMMITTEE PROCEDURE 

It is advisable to invite all the people involved to attend a minuted meeting with either some or all members of the committee so that the matter can be fully discussed and an opportunity provided for everybody to state their case. 

The committee will then consider the matter, taking into account any mitigating circumstances and agree what action to take. 

6. POSSIBLE FORMS OF ACTION 

  • Level 1 - a verbal warning about future conduct by an elected officer with another officer present, which should be confirmed in writing. 
  • Level 2 - a written warning which clearly states what will happen if the situation is repeated. 
  • Level 3 - a final written warning.
  • Level 4 - exclusion from an interest group.
  • Level 5 - termination of u3a membership. 

Ideally, we will be able to sort out most problems either through an informal chat or through Levels 1 or 2.  However, in the case of an extremely serious proven misdemeanour, the committee has the right to move immediately to Levels 3, 4 or 5. For example:

  • Sexual/racial abuse, discrimination, harassment, bullying. 
  • Dangerous or violent behaviour. 
  • Falsification of expense claims. 
  • Theft. 
  • Malicious damage. 
  • Conduct which brings the u3a into disrepute or is prejudicial to the u3a or the running of the u3a 

7. RIGHT OF APPEAL 

Before a member is excluded from an interest group or has his/her membership terminated, a right of appeal should be offered and in the case of expulsion from the u3a, must be offered.  An appeal, providing it is lodged within a 7-day period, can take the form of written representation for the committee to consider or a request for a right of reply.  If it is the latter, a meeting of the whole committee should be called and the member in question should be asked to attend and can be accompanied by a friend who may also speak in a personal capacity. 

The whole issue should be summarised and then the member given the opportunity to speak, along with the supporter if so desired.  In both cases, the committee will review its decision, taking into account any mitigating circumstances, and then make a final decision, which must be communicated in writing.  The decision should be communicated within 21 days of receipt of appeal.  When this is not possible the persons concerned will be advised of reasons for delay and a revised timescale.   If it proves impossible to solve the problem at local level then the matter will be referred to National Office for advice.

Updated June 2024

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