1. Complaints and Code of Conduct
Janet Parker

2. A Complaint is a Gift

3. 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.’

4. Unwrapping the Gift Opportunities

5. 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

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

7. A complaint is a gift given freely Capture data

8. 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

9. 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

10. 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

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

12. Inside the gift Advice and Support

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

14. 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?

15. 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

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

17. A Complaint is a Gift Thank you