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| policies:drafts:complaints [2024/12/15 19:55] – created felix | policies:drafts:complaints [2025/09/01 19:20] (current) – felix | ||
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| - | ====== Complaints Policy ====== | + | ====== |
| - | It is the policy of Bristol Open Technology Lab CIO (encompassing Bristol Hackspace) to deal with all complaints swiftly, fairly, and proactively. | + | It is the policy of Bristol Open Technology Lab (encompassing Bristol Hackspace) to deal with all complaints swiftly, fairly, and proactively. |
| ==== Making a Complaint ==== | ==== Making a Complaint ==== | ||
| Formal complaints may be made by anyone (members and non-members) by emailing the trustees or by emailing any individual trustee. If the complainant prefers, they can also deliver a written complaint to any trustee by hand. | Formal complaints may be made by anyone (members and non-members) by emailing the trustees or by emailing any individual trustee. If the complainant prefers, they can also deliver a written complaint to any trustee by hand. | ||
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| Once the investigating panel has been formed, the complaint will be investigated in the normal fashion. | Once the investigating panel has been formed, the complaint will be investigated in the normal fashion. | ||
| - | A complaint against the entire board of trustees will be treated as a complaint against Bristol Open Technology Lab CIO. | + | A complaint against the entire board of trustees will be treated as a complaint against Bristol Open Technology Lab. |
| - | ==== Complaints Against Bristol Open Technology Lab CIO ==== | + | ==== Complaints Against Bristol Open Technology Lab ==== |
| Complaints fall into this category if they are made against Bristol Open Technology Lab, Bristol Hackspace, or a section of the organisation. | Complaints fall into this category if they are made against Bristol Open Technology Lab, Bristol Hackspace, or a section of the organisation. | ||
| The trustees will investigate complaints against Bristol Open Technology Lab from the position of determining the root cause of the complaint, and to identify any necessary changes to Bristol Open Technology Lab’s policies or procedures. The trustees will propose those changes to the membership and ensure they are enacted as necessary. | The trustees will investigate complaints against Bristol Open Technology Lab from the position of determining the root cause of the complaint, and to identify any necessary changes to Bristol Open Technology Lab’s policies or procedures. The trustees will propose those changes to the membership and ensure they are enacted as necessary. | ||