1. Purpose
MUDSA is committed to handling complaints fairly, consistently, and proportionately.
This policy sets out how members and the public can raise concerns and how those concerns will be managed.
2. What is a Complaint?
A complaint is:
- A formal expression of dissatisfaction
- About the actions, behaviour, or decisions of MUDSA, its members, or representatives
- Where the complainant is seeking a specific outcome or resolution
Important:
General disagreements, repeated issues already addressed, or matters outside MUDSA’s remit may not be treated as formal complaints.
3. How to Make a Complaint
All complaints must be submitted via the official complaints form.
Complainants will be asked to provide:
- Contact details
- A clear description of the issue
- Any supporting evidence
- A desired outcome
Why we ask for a desired outcome:
This helps ensure complaints are:
- Focused
- Proportionate
- Capable of resolution
Complaints without a clear or realistic desired outcome may not be progressed.
4. Scope and Limitations
MUDSA will only consider complaints that:
- Relate directly to MUDSA activities, decisions, or member conduct
- Are submitted in good faith
- Contain sufficient information to assess
MUDSA will not:
- Act as an intermediary for third-party organisations (e.g. ticketing issues with external bodies)
- Reinvestigate matters that have already been concluded unless new evidence is provided
- Progress complaints that are vexatious, repetitive, or unreasonable
5. Complaints Process
Stage 1 – Initial Review
- Complaint acknowledged (where appropriate)
- Assessed for scope and validity
- May be resolved informally where suitable
Stage 2 – Investigation
- Relevant information reviewed
- Parties may be contacted if required
- Outcome determined based on available evidence and proportionality
Stage 3 – Outcome
Possible outcomes may include:
- No further action
- Informal resolution or clarification
- Advice or guidance issued
- Formal action under the disciplinary process
6. Timescales
MUDSA will aim to:
- Review complaints promptly
- Respond within a reasonable timeframe
However, timescales are not fixed and depend on:
- Complexity
- Availability of information
- Volunteer capacity
7. Relationship to Disciplinary Policy
Where appropriate, complaints may be escalated under the MUDSA Disciplinary Policy, which governs formal action against members.
8. Vexatious or Repeated Complaints
Where a complainant:
- Refuses to accept reasonable outcomes
- Repeats the same issue without new evidence
- Submits complaints in an unreasonable or excessive manner
MUDSA may:
- Limit further correspondence
- Decline to progress additional complaints
- Take action under its Code of Conduct
9. Finality
Decisions made under this process are final unless:
- New and significant evidence is presented