Complaints Procedure

Concerns not amounting to a complaint

If a person is concerned about any general aspect of the running of the club or club activities/training  they should contact the person responsible for that activity.  For matters relating to training,  associates should speak to the Chief Observer (This email address is being protected from spambots. You need JavaScript enabled to view it.). If it is about other aspects such as club rides, social activities or the organisation of the club they should contact the relevant committee officer. Details of office holders are available on the club website and in the club magazine.

Formal Complaints Procedure

EKAM aims to ensure that all members, guests or persons involved with EKAM activities are treated with dignity, respect and free from harassment and bullying. If a person wishes to make a complaint about such matters or any other matter relating to EKAM then the following procedure complies with IAM guidelines: -

1. If a complaint is received it will always be treated in confidence. All formal complaints should be directed to the club Secretary (This email address is being protected from spambots. You need JavaScript enabled to view it.). If the complaint is about the club Secretary the complaint should be directed to the club Chair (This email address is being protected from spambots. You need JavaScript enabled to view it.).
2. The club Secretary (or Chair) will acknowledge receipt and inform the complainant how their complaint will be investigated.
3. The club Secretary (or Chair) will record the complaint and will ask the club complaints officer to investigate the complaint.
4. The complaints officer will contact the complainant to get details of the complaint and decide how to conduct the investigation.
5. The complaints officer will keep the complainant informed of the progress of the investigation.
6. The outcome of the investigation will be fed back to the complainant by the complaints officer.

Appeals

1. If the complainant is not satisfied, appeal can be made to three members of the committee who were not involved in the original complaint. They will only deal with process, procedure and outcome. They will not hear new evidence.
2. If the complainant is still not satisfied with the outcome of the appeal, the club will refer the matter to the IAM Regional Operations Manager.

Committee oversight of complaints

1. When a complaint has been concluded at club level the complaints officer will provide a report to the club committee. The report will be anonymised but will outline the nature of the complaint and its outcome.

Please also see the Observer/Associate Charter.