Complaints Policy
Bosham Sailing Club (BSC) values the feedback and concerns of its members and visitors and strives to provide a safe, welcoming, and enjoyable environment for all. BSC is committed to addressing complaints in a fair, and transparent manner, and that they be resolved as quickly as possible.
Making a Complaint: Complaints can be submitted by members and non-members:
- Email office@boshamsailingclub.com or commodore@boshamsailingclub.com
- In-person to the BSC office.
- Via the BSC website.
Members are referred to the BSC Byelaw 61 regarding complaints about BSC facilities, BSC employees, or members/non-members.
Acknowledgment: BSC will acknowledge the complaint within 48 hours of receipt (excluding weekends and holidays) and if it deems further investigation is required will provide a brief outline of the next steps and expected timelines.
Investigation Process: Investigation will be carried out to understand the facts and context of the complaint. BSC may, as part of the investigation:
- Gather relevant information (e.g., witness statements, documents, etc.)
- Interview involved parties (e.g., the complainant, witnesses, and third parties).
- Review BSC's rules, policies, and past precedents if necessary.
It is expected that investigation will be completed within 10 working days. If the issue is complex and requires further time, the complainant will be informed and provided with an updated timeline.
Resolution: Based on the findings, a resolution will be determined. Possible outcomes may include:
- Dismissal of the complaint.
- Apology or clarification.
- Corrective action (e.g., improved safety measures, policy changes).
- Disciplinary action (in cases of serious violations of BSC rules or behaviour).
The complainant will be informed of the outcome by email, outlining:
- Findings of the investigation.
- Resolution or actions taken, if any.
- Follow-up actions or ongoing monitoring, if applicable.
Appeal Process: Complainants may appeal BSC's decision:
- Appeals must be received by BSC in writing within 10 days of receiving the resolution.
- The appeal will be reviewed by BSC officers who were not involved in the original investigation.
- A final decision will be communicated to the complainant. The decision is binding and final.
Recording and Monitoring: Complaints will be recorded and stored confidentially subject to BSC's Data Privacy Policy. BSC will periodically review complaints to identify trends, potential issues, and opportunities for improvement.
Confidentiality and Fairness: BSC will maintain confidentiality throughout the complaints process. Information will only be shared with individuals directly involved in the investigation or resolution. Complaints will be handled fairly and impartially. No person will face retaliation for filing a complaint in good faith.
Communication: This complaints-handling process will be made available through the BSC's website.
Updated March 2025
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Last updated 14:49 on 2 April 2025
