Complaints and Code of Conduct Janet Parker

A Complaint is a Gift

Complaints are: ‘Not a problem to be dealt with but a gift to be embraced.’ ‘Statements that tell us that our expectations have not been met.’ ‘A gift that everyone will benefit from opening, to see what is inside.’

Unwrapping the Gift Opportunities

Unwrapping the Gift: Opportunities Put things right Evaluate how well you are doing Increase trust and build longer term relationships Retain members Identify underlying issues Capture data from the complaints received

Unwrapping the Gift: Opportunities Care for the individual Test existing policies and procedures Prevent concerns from escalating Learn from our mistakes and improve practice

A complaint is a gift given freely Capture data

Safety/safeguarding (27%) Communication (19%) Policy (16%) Types of complaint Leader behaviour (32%) Safety/safeguarding (27%) Communication (19%) Policy (16%) Complaints are initiated by: Parents 54% Leaders 41% External 6% Over half are dealt with at a local level

Identify good practice. Leaders actively engaging with the process Local teams working together to find a solution Safety procedures being improved Prompt action in responding to a complaint Through investigations identifying underlying problems Difficult decisions being made

Expectations Members of Girlguiding are united by an important responsibility: to help girls and young women reach their full potential through great guiding experiences and by always being a positive role model

What are Girlguiding’s expectations? These are set out in our: Code of Conduct Policies Role Descriptions Promise Values

Inside the gift Advice and Support

Complaints Policy & Procedures Listen Empathise Apologise React Notify We must take responsibility and ownership of the quality of Guiding we offer.

Managing concerns about adult volunteers Proactive Management The Investigation The Sanctions Restriction Suspension Written warning Improvement Plan Withdrawal of membership How to support adult volunteers How will young members and parents be affected?

Advice and Support Clearly defined escalation path for more difficult complaints A Complaints and a Safeguarding Department at HQ Your Commissioner Remember: You are not alone Keep yourself safe

When a complaint is well handled it can hold the key to happiness

A Complaint is a Gift Thank you