Complaints

Last updated 11 May 2026

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4th Ashby Scout Group follows the Scout Association’s Complaints policy.  An outline of the process is given below, but for full information, please go to the Scout Association's website.  
 

How do I complain, and who do I complain to?

First, you should try an informal approach to your pack leader to resolve your complaint and see what action will be taken. Please speak to the Group Lead Volunteer (GLV) if the informal approach proves unsatisfactory.
 

What complaints are accepted?

We accept complaints about how Scouting has treated you or, if you are a parent or carer of a young person, how Scouting has treated that person.
We have a few basic rules for the acceptance of complaints:
  • Complaints must be raised within three months of you knowing the facts (we do not deal with older complaints).
  • We do not generally investigate anonymous complaints.
  • We do not accept complaints raised on behalf of or regarding other people (except by parents/carers of children in Scouting).
  • We do not accept complaints broadly or substantively similar to a previous complaint.
  • We do not progress complaints that we believe to be vexatious or malicious.
 

How will my complaint be dealt with?

Your complaint will be dealt with fairly and objectively. We handle complaints proactively and expect resolutions and outcomes to contribute to continuous improvement.
 
Please remember that adults in Scouting are volunteers and have other calls on their time. It may therefore take a little longer to sort out your complaint, however you will be kept informed of the progress of the complaint with an acknowledgement of a formal complaint within seven days and regular updates (typically at least every four weeks).
 
The investigator may need to speak to you and several other people to fully understand your complaint and the circumstances surrounding it.
 
The manager will decide the complaint and inform you whether your complaint is upheld or not and the actions that will be taken.
 

What if I am not satisfied with the outcome of my complaint?

If you are not satisfied with the outcome of your complaint or how it was handled, then you may appeal. You must appeal within three months of being given the outcome of your complaint.
 
Your appeal must be formally lodged with the next level of manager in Scouting. If you are unsure who this is, the manager who dealt with your complaint will provide the details. In your appeal, you must clearly explain the basis on which you are making the appeal and your preferred outcome to resolve the issue.
 
The next senior manager will decide on the appeal and inform you whether your appeal is upheld or not, as well as the actions that will be taken as a result.
 
If you are not satisfied with the outcome of the appeal, there is no further escalation of the complaint, and we will not consider any further action regarding the complaint or the appeal.
 

For 4th Ashby Management Volunteers

Dealing with a complaint is not the nicest job, but each must be handled fairly and promptly according to The Scout Association’s complaint procedure.  This covers
  • Try to resolve issues informally, locally if possible, in the first instance.
  • Resolve complaints as early as possible – don’t leave people waiting for something to be done.
  • Be positive and proactive when dealing with a complaint – don’t hide from the issue.
  • Identify opportunities for change and improvement – nothing is perfect; if we have made a mistake, we should say sorry and correct it.
  • If a complainant is unhappy with the outcome of a complaint, they can appeal. The appeal procedure allows for only one appeal to the next management level.
 

The following resources can help you with complaints: