Complaints Procedure

All members have the right to expect a quality service from their union, delivered in accordance with the rules and guidance laid down by the National Council. If a member feels that the union, its employees or its agents (e.g. solicitors) have not provided such a service, they have the right to complain and to seek a valid explanation of the union’s actions. Valid complaints also present an opportunity for the union to learn and improve its service to members.

Any investigation will be conducted fairly and with no initial presumption of fault on either side.

1. Informal Resolution

Members are asked, in the first instance, to seek to resolve their complaints informally with the officer or employee concerned, or with the local area secretary. The relevant officer or employee should be given the opportunity to address and rectify the issue at this stage.

2. Formal Complaint Submission

Where informal resolution fails, a formal complaint should be submitted in writing to the Office of the General Secretary, Stephen Morris. The union aims to acknowledge receipt within one week and to allocate a senior officer to conduct a full investigation.

3. Investigation Process

An assessment will be made to determine the most appropriate person to investigate the complaint. For officers and staff in local areas, this is normally the local area secretary, but may be a national officer or other official. For head office staff, the decision will be made in the General Secretary’s office. If the complaint is against the local area secretary, another senior officer will be appointed to consider the matter.

4. Communication of Outcome

Once the investigation is complete, the investigating officer shall communicate their decision and the reasons for it to the member as quickly as possible. Members will normally be informed of the outcome within one month of receipt of the complaint by the investigating officer.

5. Appeals and Review

If the member is dissatisfied with the decision, they may request a review. Any request for review must be submitted in writing to the General Secretary and should specify the grounds on which the member is disputing the investigation’s findings. Upon receipt, the General Secretary will appoint an Assistant General Secretary or other appropriate senior officer to conduct a final review. The decision of that senior officer is final.

For further details on our appeals process, please refer to our internal resources.

6. Complaints About Legal Advice

Where members complain about advice or conduct of our solicitors, the union will follow its normal procedures for legal review, which may include the solicitors’ own internal complaints procedure. The decision reached through this process is final.