Complaints Procedure

We take complaints about our sport, work, staff, members, and levels of service very seriously. If you are not satisfied, please follow the process for raising a formal complaint.

On no account will any communication received anonymously be given any consideration.

Introduction

The CPSA is committed to the continual improvement of its services and to satisfying the needs of both its members and where appropriate, the police and public. This policy outlines the CPSA’s aims and approach to the management of complaints and provides a framework for handling complaints.

The CPSA acknowledges the right of its members to complain if the services offered are not provided to an acceptable level and appropriate complaints do contribute towards improving levels of service.

This procedure also gives us as service providers, the opportunity to explain to users why tasks are carried out in a certain way and, perhaps, why it cannot be changed. All parties should act in a professional manner to optimise communication for the aim of progressing the matter in a collaborative and positive way. Over time, this flow of information will help us to develop improved services.

What is a complaints procedure?

It is a process for considering any representation made to the provider of a service, including comments and complaints, about the services that they provide or fail to provide.

Responsiveness

Our complaints procedures should be responsive and aim to satisfy complainants. This does not mean that all complainants will be satisfied with the outcome of their complaint, but the procedure should be directed to satisfying their belief that any complaint will be dealt with thoroughly.

Impartiality

Once a complaint is made, both complainant and respondent should be able to expect the matter to be considered impartially. This means that procedures should ensure that different points of view are listened to and investigated without prejudice. In almost all cases of complaint, anonymity and confidentiality cannot be given, but support should be available to both parties involved.

This procedure shall provide a clear definition of a complaint, outlines minimum levels of service that can be measured and reported, is appropriate for those complaining, is easy to understand, is transparent in its execution, is quick and is efficient.

Cost effectiveness

Procedures must be cost effective to operate. Therefore, the system must be simple to follow for the complainant, easy to administer for the organisation, and well publicised.

Accountability

It is important in relation to complaints that those bodies providing services are accountable for what they do and take responsibility at the most senior levels for the operation of complaints procedures. Such bodies can show openness by publication of complaints statistics.

Complaint Standards

The following minimum standards will ensure that the complainant will receive the same level of service regardless of whom the complaint is made against. These standards include:

• A note of the complaint and its resolution will be entered in the members individual record if applicable and kept on the CPSA database.

• The complaint will be acknowledged and, if it cannot be resolved by discussion, a written acknowledgement will be sent to the complainant which includes the name, contact details of the member of staff dealing with the complaint and the date when the complainant can expect a response. Complainants will be kept informed and provided with an interim report if the original timescale, for whatever reason, is not adhered to.

• Complainants will be informed of their right to request that their complaint be progressed to the next stage of the process if they are dissatisfied with the previous response. They will be required to explain why they were dissatisfied with the result of the investigation at the earlier stage. The request for escalation may be accepted or rejected according to its merit.

• Progress of all complaints will be monitored by the complaints manager to ensure that investigations are completed, and responses delivered within the agreed timescale.

• To ensure impartiality if the complaint is about a line manager, the complaints manager, CEO or chairman then it may be escalated automatically or handled by another designated manager. Complaints may be submitted directly to the CEO or chairman in certain circumstances and complaints about the chairman or a member of the board of directors may be handled by a panel consisting of three impartial board members.

• At any stage, a person can withdraw a complaint.

• Both parties will consider the matter closed once agreement has been reached.

Complaints Analysis

The complaints manager will be made aware of and kept up to date with the progress and result of each complaint.

Complaints will be audited regularly to provide independent scrutiny and a quarterly report will be reviewed by the chief executive officer (CEO) and management board containing the following information:

• Number of complaints received.

• Number of complaints satisfactorily resolved.

• Number of complaints still under investigation.

• Number of complaints unresolved.

• Analysis of complaints by subject.

What information will we need from you?

If you want to make a formal complaint, we will need:

• Your full name, membership number (if applicable) and email address or postal address (so we can reply).

• a clear and detailed description of what your complaint is about.

• copies of any letters or emails related to the complaint.

• a correspondence case reference number, if you have it.

How to make your complaint

If you want to speak to someone about a complaint, you can call our main line on 01483 485 400, where we will try to resolve the issue if we can. Lines are open 08:30 to 17:30 hrs, Monday to Thursday (16:30 hrs on Friday), excluding bank holidays.

If you wish to submit a formal complaint you can fill in our web contact form (please click on the link below):

https://www.cpsa.co.uk/complaints

Alternatively, you can, write to us:
- by email: complaints@cpsa.co.uk
- by letter: Complaints Manager, CPSA. Edmonton House, National Shooting Centre, Bisley, Brookwood, Woking, Surrey. GU24 0NP.

Please mark your correspondence appropriately, such as ‘private and confidential’.

The complaints manager will forward your complaint on to the relevant team and line manager to begin the investigation.

Please note that complaints must be submitted in writing (web form, email, or letter), with as much detail as possible, to ensure your concerns are comprehensively covered.

What happens next?

When you’ve made your complaint, we will:  

• send an email to let you know that we’ve received it (as long as you’ve provided a valid email address).

Our complains process has 5 stages:

• Stage 1 - complaints go to the individual or team that your complaint references and will usually be resolved informally at this first contact stage.

• Stage 2 - complaints that are made formally are investigated by a line manager responsible for the team that your complaint references. They will investigate with a target of responding to your complaint within 20 working days.

• Stage 3 - complaints are investigated by the complaints manager who is independent of the individual or team that your complaint references. They will investigate with a target of responding to your complaint within 10 working days.

• Stage 4 - complaints are investigated by the CEO who will investigate with a target of responding to your complaint within 10 working days.

• Stage 5 - complaints are investigated by the Chairman and a panel of three board members will meet at the next board meeting.

What to do if you are not satisfied

At each stage of our complaints process, you will be provided with the information to escalate your complaint if you are unhappy with the response that you receive.

How will the complaints procedure work in practice?

For example, a complaint received by CPSA HQ.

Stage 1

It is envisaged that the majority of complaints made, will be resolved informally and usually at this first contact stage.

However, the following actions must be adhered to: the individual making the complaint must give their full name, contact details, and membership number (if applicable) to a member of staff who will then make every attempt to solve the problem at this point.

Stage 2

If, however it is not possible to deal with the matter in this way, the member of staff who deals with the complaint, at stage 1, shall advise the complainant that to formalise the complaint, it must be submitted in writing giving full details of the complaint. This may be by contact form, email or letter.

They will inform their line manager and the complaints manager, creating a written record of the complaint and provide a report.

Their line manager, having received the formal complaint from the complaints manager will then:

• investigate the complaint in detail following discussion with the member of staff, where appropriate.

• provide an appropriate resolution, including detailing any actions taken / needed to the complainant.

• Include a copy of all paperwork relating to our complaints procedure along with any relevant documents (rule booklets / policies).

The complainant will be notified, in writing, of receipt of the complaint within 10 working days, giving a complaint reference number as well as the name of the person who will be dealing with the complaint at CPSA HQ.

If the complainant is dissatisfied with the solution offered, they may request for the matter to be taken further. At this stage, the complainant must clarify which parts of the complaint have not been adequately dealt with.

Target of responding to your complaint within 20 working days.

(notification within 10 days and resolving the complaint a further 10 days)

Stage 3

If, the complaint progresses to this stage, the complaints manager (or another designated manager) will review the situation and decide if further action is appropriate. If it is thought that any actions / offers already submitted are appropriate, then they will inform the complainant of their findings, clearly outlining, in writing, their reasons.

A decision will have been reached by revisiting the following:

• clarifying the issues still to be resolved with the complainant.

• investigating the complaint by reviewing all paperwork.

• providing the complaint with a detailed written response.

• providing a written report to the Chief Executive outlining all actions taken.

Target of responding to your complaint within 10 working days.

Stage 4

At this stage, the CEO will become actively involved with the complaint.

The CEO will look carefully at the actions / offers already made and decide if further action is to be taken. During this process, the CEO will have taken the following actions:

• arranged a meeting with the complaints manager and line manager to ensure appropriate procedures / actions of all stages have been adhered to.

• Review any actions / procedures / offers, made or taken, and make a final decision as to any further action required.

• This decision outlining the reasons as to why any further action is / is not necessary, will be communicated, in writing, to the complainant.

Target of responding to your complaint within 10 working days.                           

Stage 5

Having received a final decision from the CEO, the complainant may if they are still dissatisfied with the outcome, make a final written complaint to the chairman of the board.

A panel consisting of three board members will meet at the next board meeting following stage five of the complaints procedure to decide an outcome. Their conclusions will bring this matter to a close.

Complaint against a region or county committee

If the complaint is about one of procedures within their own county or region and under the region or county jurisdiction, complainants must remember that both region and county committees have the remit to “promote the sport” in their own way and providing it does not go against the articles of either the Association or the region or county, then CPSA HQ will not intercede unless impartiality is not being observed. Contact must therefore be made with the relevant committee to try and solve the problem. In all cases, proof must be available of this contact but where an amicable solution has not been found following discussions and or meetings with that committee, then the complainant has the right to seek further clarification and guidance from CPSA HQ.

Complaints relating to national team selection procedures

If the complaint is of national team selection procedures, then complaints should be made to CPSA HQ.

Complaints involving possible disciplinary action

If the complaint received is one that might indeed result in disciplinary action against another individual, then the complainant will be informed that a letter or email must be sent to the CEO outlining the problem in detail and must be marked ‘private and confidential’. This letter or email must include the full individual member details of both complainant and those who are being complained about.

Complaints against CPSA member clubs / grounds

Solutions to most disagreements can be found within the CPSA General and Technical Rules (Booklet 1), which clubs should keep spare copies of and make freely available to all members participating in any competition. It must be remembered that CPSA rules only relate to registered competitions.

Regardless of what the complaint is, members should in the first instance seek a solution with the owner / secretary at the time of dissatisfaction. Disagreements on the interpretation of rules and / or setting of targets must be decided upon by the jury on the day: providing it is not one of a target(s) being scored or lost (the referee has complete autonomy on this matter). If a member is not satisfied with the interpretation by the jury, they can then seek further clarification on the interpretation of the rules from CPSA HQ.

Complaints regarding health and safety at member clubs / grounds

Clubs have a responsibility to all persons under both employment and health and safety laws and regulations and should rigorously carry out the requirements of all such laws if they want to avoid prosecution. CPSA advice to its entire club / ground membership gives clear guidance on the employment of young persons. There is the opportunity to employ such persons but there is a strict procedure that must be followed in order for them to do so. The CPSA therefore does, only under its duty of care, give best advice on these matters.

Complaints regarding trade members

Regardless of what the complaint is, complainants should in the first instance seek a solution with the proprietor / manager at the time of dissatisfaction. Any complaint not able to be solved by discussion should then be addressed using the sale of goods act to conclude a settlement.

Compensation

The CEO and two nominated members of the management board, supported by the honorary solicitor, will be the judges of any claims for compensation. 

Your Data and Privacy

Your privacy is important to us, so we'll always keep your details secure and never use them for marketing communications that you haven't agreed to receive.

Your details (CPSA Number (if applicable), Name, Email Address, Phone Number and complaint information) will be processed to allow us to investigate and resolve your complaint.

We will seek positive consent from you before contacting you although we may still contact you to fulfil our contract or where there are legitimate interests on subjects that you as a member would reasonably expect communications around.

At any time you can change your mind about whether to receive information from us, how you’re contacted for marketing purposes or update your details using the online portal on our website or by contacting us by email info@cpsa.co.uk or phone on 01483 485 400.

By submitting a complaint, you consent to the use of your personal information in accordance with our Privacy Policy, on our website, which requires us to take care of the personal information you give us for specific purposes.

“We” means the Clay Pigeon Shooting Association Limited.

Version 004 dated 08 April 2021