Lancaster Canal Boaters Association

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LCBA Complaints and Grievance Procedure

Complaints and Grievance Procedure

Policy Owner: LCBA Committee
Effective Date: 01 / 01 / 2026
Next Review: 01 / 01 / 2027

1. Purpose

The Lancaster Canal Boaters Association (LCBA) is committed to handling complaints and grievances fairly, promptly, and transparently. This procedure provides a clear route for raising concerns about behaviour, decisions, or actions related to LCBA activities.

It aims to:

  • Resolve issues early and informally where possible
  • Ensure people feel heard and treated fairly
  • Protect volunteers, members, and the wider boating community
  • Maintain trust and positive working relationships

2. Scope

This procedure applies to complaints or grievances raised by:

  • LCBA volunteers
  • LCBA members
  • Boaters engaging with LCBA
  • Members of the public interacting with LCBA activities

It covers concerns relating to:

Note:
Safeguarding concerns are handled under the Safeguarding Policy and should not be dealt with solely under this procedure.

3. Definitions

Complaint

A concern raised by a member, boater, or member of the public about LCBA services, behaviour, or decisions.

Grievance

A concern raised by a volunteer or committee member about treatment, behaviour, or issues arising from their role with the LCBA.

4. Guiding Principles

The LCBA will ensure that all complaints and grievances are:

  • Taken seriously
  • Handled impartially
  • Dealt with confidentially where possible
  • Addressed without discrimination or retaliation
  • Resolved as quickly and fairly as practicable

No individual will be treated unfairly for raising a concern in good faith.

5. Informal Resolution (Stage 1)

Where appropriate, concerns should first be raised informally.

Examples include:

  • Minor misunderstandings
  • Communication issues
  • Behaviour that can be resolved through discussion

This may involve:

  • A respectful conversation between parties
  • Support from a committee member to mediate
  • Clarifying expectations or boundaries

Many issues can be resolved quickly at this stage.

6. Formal Complaint or Grievance (Stage 2)

If the issue cannot be resolved informally, or is more serious, it should be raised formally.

How to Raise a Formal Concern

Concerns should be submitted to the LCBA Committee in writing (email or letter), including:

  • Name and contact details
  • Nature of the complaint or grievance
  • Dates, locations, and individuals involved
  • Any supporting information

Where the complaint concerns a committee member, it should be addressed to another committee member or the Chair (unless the Chair is the subject of the complaint).

7. Handling the Complaint or Grievance

The LCBA Committee will:

  1. Acknowledge receipt within 7 days
  2. Assess the concern, including whether it should be handled under another policy (e.g. safeguarding)
  3. Gather information, speaking to relevant parties as appropriate
  4. Consider the matter fairly and impartially
  5. Reach a decision and agree any actions

Possible outcomes may include:

  • No further action
  • Informal resolution or mediation
  • Guidance or training
  • Changes to procedures
  • Suspension or removal from volunteer duties (where appropriate)

8. Timescales

The LCBA aims to:

  • Resolve complaints and grievances promptly
  • Provide an outcome within 28 days, where possible

If delays are unavoidable, the complainant will be kept informed.

9. Confidentiality

All complaints and grievances will be handled sensitively.

  • Information will be shared only on a need-to-know basis
  • Records will be stored securely
  • Confidentiality may be breached if required to protect someone’s safety or comply with the law

10. Appeals (Stage 3)

If the complainant or volunteer is dissatisfied with the outcome, they may request a review by the LCBA Committee.

  • The request must be made in writing
  • A different committee member (where possible) will review the case
  • The review decision will be final

11. Malicious or Vexatious Complaints

LCBA recognises the importance of protecting volunteers and committee members from unfounded or malicious complaints.

If a complaint is found to be deliberately false or malicious, LCBA may take appropriate action.

12. Links to Other Policies

This procedure should be read alongside:

  • Volunteer Code of Conduct
  • Equality, Diversity & Inclusion Policy
  • Safeguarding Policy
  • Lone Worker Policy

13. Review

This procedure will be reviewed:

  • Annually
  • Following serious incidents
  • When LCBA activities or legal requirements change