Complaints procedure

Draft for review. This policy is starter text supplied with the platform. The Guild's trustees or founding team must review it, and take professional advice where appropriate, before launch.

Stage 1 — informal

Tell us what has gone wrong using the contact page (choose "Complaint"). We will acknowledge your complaint within 5 working days and try to resolve it within 20 working days.

Stage 2 — formal review

If you are not satisfied, ask for a formal review. A member of the founding team (or, later, the board) who was not involved will review the complaint and respond in writing within 20 working days.

Complaints about a member's conduct

Complaints that a member has breached the code of conduct are considered under the same process. The member concerned will be told about the complaint and given a fair opportunity to respond. Outcomes may include no action, advice, a written warning, or suspension or termination of membership.

Data protection complaints

You can also complain to the Information Commissioner's Office (ico.org.uk).