Purpose
To ensure that all complaints, whether internal or external, are handledpromptly, fairly, and constructively.
Scope
Applies to all trustees, partners, and members of the Association, Regiment orthe public who engage with The Blues and Royals Association.
Policy Statement
The Blues and Royals Association is committed to maintaining high standards inall aspects of its operations. Any complaints received will be taken seriously,acknowledged promptly, and resolved wherever possible at the point of origin.
Procedure
- Internal complaints should be submitted in writing to the Board of Trustees via email. External or public complaints should be submitted in writing through the website. Digital platform complaints (through the Military App) can be submitted through the platform’s Pinboard Contact function or using the ‘Flag’ tool for reporting issues on content, groups and chat.
- Acknowledgement will be sent within 3 working days.
- A trustee will investigate and respond within 10 working days.
- If further investigation is needed, an update will be provided with a revised timeframe.
- All complaints and resolutions will be documented and reviewed annually.
