Bbeyond Complaints Procedure
Bbeyond aims to provide high quality services which meet all our needs as members and associates. We believe we achieve this most of the time; if we are not getting it right, please let us know. To ensure our services remain high and to improve standard, we have complaint procedure where you can let us know of any reason that you are not satisfied with the organisation.
Please contact a member, one of our trustees, or the Chair.
Bbeyond is governed by best practice, the law and codes of good governance and conduct, subscribing to the Charity Commission NI, Volunteer Now, Arts & Business and under guidance from NICVA.
Bbeyond expects all members to treat each other with respect, dignity and compassion at all times.
In monthly group improvisations, collaboration is encourage but No means No. If someone is focused elsewhere, respect that. Do not intrude, make unwanted physical contact or use materials uninvited. All actions and consuct should be in accordance with Bbeyond’s ‘Dignity and Respect in Bbeyond’ policy.
If you are unhappy with the conduct of an individual member, it is best to tell them directly. If you feel this is difficult or inappropriate please contact the committee chair, who is responsible for investigating any issues raised.
Often, we can address issues right away. If the issue is more complicated we will give you an initial response within seven days.
Bbeyond will act in a fair and appropriate way to address the problem and we will discus and agree with you a reasonable timeline of actions to resolve issues.
If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chair. (If your complaint is about the Chair, please write to the Board of Trustees.)
All written complaints will be logged and kept confidential. You will receive a written acknowledgment of receipt of your letter from the Chair within ten working days.
The aim from the beginning will be to investigate your complaint properly and give you a formal response on the issues in the letter within twenty working days, setting out how the problem was dealt with and any findings or outcomes. If the Chair finds that on initial investigation that the issues raised in the letter are very serious and/or complex then additional time will be given to establish any details and a revised timeline to complete the response will be undertaken.
If you are not satisfied with the response, please write to the Chair who will then raise a report and present the matter at the next Trustee meeting where further steps to resolve the situation will be decided.
Also, please do let us know if you are happy with Bbeyond services.
Serious Breaches of Conduct
Bbeyond takes breaches of conduct very seriously. The wellbeing and safety or our members, and trustees are paramount. A member will be asked to leave the organiation if. after review, evidence of the following has been found:
Violence/physical abuse
Sexual or emotional abuse
Theft/financial abuse
Reckless behaviour
Fraud/misrepresentation
Bullying or harassment
Both the law and the October 2016 document ‘Dignity and Respect in Bbeyond’ will be a central guide for decision making in this process. In circumstances such as these the Chair and/or Trustees will consult on the final decision and draw down any expert external advice or guidance as appropriate. Should termination of membership be deemed necessary or appropriate, the termination of membership will be given in writing within 10 working days of findings. In circumstances as serious as these a member will have been deemed to have lost the right to hold good and sufficient reason for their conduct and therefore, forfeits both the right to appeal and the right to be heard by the Association in a General Meeting.
Bbeyond is a registered charity under the NI Charity Commissions. This means that we subscribe to following the Code of Good Governance of NI Charity Commission. You can find on request a brief of Bbeyond’s financial procedures and governance structure on our Annual Trustees Report and a copy of the Code of Good Governance which Bbeyond operates within.
Past Trustees reports and accounts are published on the Charity Commission NI website and are also available on request. The Bbeyond complaints procedure here is drawn from guidelines and resources from Volunteer Now and the National Championing Voluntary Action (June – July 2022). All resources are available on their website and key documents are stored and made available to every Bbeyond board member to ensure that good governance and the best policy and procedures are at the heart of the organisation