Resolving Complaints
How The Scout Association seeks to resolve complaints
The information on this webpage is for anyone who wishes to raise a concern or make a complaint about a matter associated with Scouting. The procedures set out here are for use equally by those within Scouting, and by others, such as parents, who may have concerns.
Concerns about Scouting
We hope that everyone who comes into contact with Scouting will have a positive experience. However, it is inevitable that on occasions, concerns may arise which require investigation. As the majority of Scouting activity takes place locally within a community it is expected that most of these concerns will be dealt with quickly and courteously in an informal way by local volunteer Leaders.
However, it is possible that a complaint may arise that requires a more formal investigation and response. The Scout Association is committed to seeking to resolve these complaints fairly and in the best interests of everyone involved.
This webpage tells you how to access the Association’s Complaints Procedure and explains how complaints are handled.
How do I make a complaint?
If your complaint is about a matter within a local Scout Group please contact the Group Scout Leader. The Group Scout Leader is the manager of Scouting activities within the Scout Group. They will listen to the complaint and will do their best to answer your concerns.
If you feel you do not want to discuss the matter with the Group Scout Leader, or if they cannot deal with your concerns, or if your query is more serious, then the District Commissioner will assist you. Their contact details are available from the Group Scout Leader or from the Scout Information Centre.
We have asked all those in Scouting to acknowledge receipt of any formal complaints within seven days. Our aim is to resolve all complaints within four weeks. However, this may take longer depending on the nature of the complaint. If the timescale needs to be extended, you should expect to be kept informed of progress.
Please understand that all leaders and Commissioners are volunteers and undertake their Scouting roles in their spare time. It may take time for them to give you a substantive reply to your complaint.
What happens if I have concerns about how the original complaint was handled?
If after receiving a response to your complaint you are concerned that it was not handled appropriately, or still consider that you have not had a satisfactory answer, you may express these concerns to the next level of Scouting. If your concern was originally dealt with at Scout Group level this will mean contacting the District Commissioner. If it was originally dealt with by the District Commissioner, then the County/Area Commissioner should be contacted. The contact details for this person can be obtained by asking the local District Commissioner or by contacting the Scout Information Centre.
It is the policy of Scouting that the original response to a complaint may be reviewed just once. This means that once you have appealed against the initial consideration or outcome of your original complaint, and a review has been undertaken and a response made to you, the matter will be closed. No further appeal or review will be possible. Any appeal must be made within six months of being notified of the outcome of the original consideration. You may be asked to state clearly why you are unhappy with the outcome of the consideration of your complaint, or dissatisfied with the way it was handled.
Further information
We hope you find this information valuable. If you require clarification or require advice on how to make a complaint, please contact the Scout Information Centre on 0845 300 1818 or info.centre@scout.org.uk
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