BWAW is committed to providing a transparent, fair, and respectful environment for all members, service users, and stakeholders. This policy ensures that complaints are handled promptly, confidentially, and effectively.

1. Scope

This policy applies to complaints regarding:

• Services, programmes, or events run by BWAW.
• Conduct of staff, volunteers, or committee members.
• Any form of discrimination, harassment, or unfair treatment.

2. How to Raise a Complaint

Complaints can be submitted:

• In writing via email (insert email) or letter (insert address).
• Verbally to a designated committee member (specify contact if needed).
• Anonymously (if permitted, state how).

3. Informal resolutions

• Informal resolution of complaints helps maintain good relationships. Therefore, BWAW aim to resolve a complaint informally and directly wherever possible before considering using the formal complaint procedure.
• Ideally, you should discuss your complaint directly with the person(s) concerned in an attempt to resolve the issues.
• If you do not feel that raising the issues directly with the person(s) causing your complaint is appropriate, you should approach the BWAW secretary to discuss your grievance informally.
• If your grievance is against the secretary, you may wish to have an informal discussion with a more senior management.

4. Mediation/Informal Resolution

• Prior to a formal grievance being raised use of an independent internal mediator to resolve the complaint (i.e. someone who has had no prior involvement with the issue) should be considered.
• Participation is voluntary and all parties must be willing to participate fully in the process with the aim of reaching a mutually acceptable solution. Should such a solution be found, all parties must be willing to accept the outcome.
• If you wish to request mediation, you should contact the BWAW secretary in the first instance. If your complaint is against the BWAW secretary, you may wish to have an informal discussion with a more senior management. The management will then contact Stakeholder Panel Resources to determine if mediation can be undertaken.
• If no mutually acceptable solution is agreed through the mediation process then you may request that the formal complaint procedure commence or resume, if previously adjourned.

5. Formal Complaint Procedure

• If you have exhausted the informal methods of resolution, you should submit your complaint in writing to the BWAW secretary.
• BWAW will acknowledge receipt within 5 working days.
• A formal meeting to consider your complaint will normally be arranged within 10 working days and held within 15 working days.
• An investigation will be conducted by an impartial party, with a response within 15 working days.
• If unsatisfied with the outcome, complainants may appeal in writing within 10 days.
• A final decision will be provided within 20 working days.

6. Witnesses

• If a witness is a child or vulnerable adult, as defined by legislation and contained within the BAWA’s Safeguarding Policy, consideration will be given as to whether anonymity is appropriate in relation to the proceedings. This could apply to attendance at the meeting and in relation to the disclosure of notes relating to the meeting.
• In making such decisions, the BWAW representative will discuss the matter with the Panel representative, giving consideration to the principles of fairness. For example, in some instances this could mean alternative arrangements being made to put questions forward to the witness, but any decisions will be made based on the circumstances of the case.

7. Confidentiality

• All complaints will be treated confidentially, with information shared only on a need-to-know basis.

8. Monitoring & Review

• Complaints will be recorded anonymously for improvement purposes. This policy will be reviewed annually.

9. Links to Other Policies and Procedures

• Safeguarding Policy
• Equality & Diversity Policy,

10. Contact for Complaints:

• Name
• Position
• Email
• Phone
• Address

You have the right to seek a resolution in Bangla. Stakeholders also have the right to respond to any complaint raised about them in Bangla. On receipt of a complaint, the BWAW secretary will outline the next steps to you.