The BILD Complaints Procedure
1. A complaint is received in the BILD office about a BILD member, typically by letter/email.If a telephoned complaint is received the complainant is requested to submit in writing.
2. Details of the complaint are logged on the computer by Business Manager in the ‘Membership/Complaints’ file as follows:
- name of BILD member
- name/contact details of complainant
- date complaint is received
- summary of complaint
3. Complaint letter/email is passed to a nominated Director to discuss appropriate action
4. Business Manager will initially write to the complainant acknowledging receipt of complaint
5. Business Manager will contact the BILD member requesting clarification on the nature of the complaint
Resolution
6. Business Manager to action – may confer with a nominated Director as appropriate
7. Business Manager will log the actions in the Complaints file
8. If the complainant remains dissatisfied – go to formal complaints procedure…
Formal procedure
9. The case is put to Board:
- the nature of the complaint is discussed as to the next steps required, which will depend on the complexity of the complain
- the complaint will be dealt with within a 4-week period if possible, and action recorded in writing
- the board may decide to Suspend a member for a specific time frame rather than dismiss them
- If no more complaints are received within a time frame then the member may be reinstated.
- if more complaints are received, the Board may decide to dismiss the member.
*The member must remove all BILD logos from their website and any other materials where it is in use in the event of suspension or dismissal.
*Where, in the majority view of the Membership Committee, there is evidence that the BILD Code of Conduct has been breached, the BILD reserves the right to expel the member immediately. The Member shall retain their right of appeal to the BILD Board of Directors as detailed in the BILD Appeals Procedure documentation.
10. Decision is fed back to:
- the BILD member
- the complainant
11. In the case where a member is dismissed or suspended as a result of a decision of the Membership Committee, the member has the right of appeal against this decision.
The appeal must be:-
- In writing and include detailed justification as to why the decision should be revoked and evidence supporting this.
- Submitted within 14 days of the decision notification being received by the appellant organisation.
This documentation will be submitted to the BILD Board of Directors at the following Board Meeting and the result of the appeal will be notified to the appellant as soon as possible thereafter.
In the case where an appeal is unsuccessful, the decision will be final and the appeals process is exhausted.
In the case where an appeal is successful the member will be reinstated with immediate effect.