•We are committed to resolving complaints effectively and without undue delay.
•Wherever possible we will try to resolve complaints informally but if we can’t we provide a clear escalation route that is fair and impartial.
•If we have got something wrong we will apologise and take prompt action to put the matter right. If we can resolve the complaint by clarifying our position, or explaining our decision making process we will do so.
•We will be open and honest and ensure that the complainant is not disadvantaged in future dealings with us as a result of the complaint.
•We will respect the complainant’s privacy and ensure that the complaint is treated confidentially.
What is a complaint?
EIS regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of our service.
What complaints fall under this policy?
EIS can accept complaints under this policy about things like:
• delays in responding to enquiries and requests
• failure to provide a service
• our standard of service
• our policies
• conduct or behaviour of an EIS member of staff
• our failure to follow proper procedure.
A complaint may involve more than one service or be about someone working on our behalf.
What can’t be dealt with under this policy?
There are some things we can’t deal with through our complaints policy. These include:
• any matter regarding information on funding of a sport or athlete.
• requests for compensation
If other procedures or rights of appeal can help resolve these issues, we will provide the complainant with information and advice to help.
Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.
How can a complaint be made?
A complaint can be made in person at our office, by phone, in writing or email to firstname.lastname@example.org.
The complainant will need to provide:
• a full name and address
• as much information as they can about the complaint
• what has gone wrong, reasons for dissatisfaction and copies of any background information
• how they want us to resolve the matter.
Is there any time limit on making complaints?
Normally, a complaint must be made within 90 days of:
• the event complained about, or
• the complainant finding out that they have a reason to complain, but no longer than 6 months after the event itself.
In exceptional circumstances, EIS may be able to accept a complaint after the time limit. In such circumstances the complaint should be referred to the EIS National Director for a decision.
What happens when a complaint is made?
If a complaint is made we will ask the complainant, or their representative, to provide a name and contact details; we will only use this information for the purposes of handling the complaint and will not disclose it to anyone else
We may need to contact other parties in order to properly investigate your complaint. If the complainant does not wish us to do they must tell us although we reserve the right to refer serious matters to relevant enforcement authorities at any time
We will acknowledge a complaint within seven days and provide contact details for the member of staff looking in to the matter
Our complaints procedure has two stages:
Stage one – frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action is required to resolve the problem.
We will give our decision at Stage 1 in ten working days or less from the date of our acknowledgement but if we need longer to consider your complaint we will explain why and tell you when you can expect to receive a response.
If the complaint can’t be resolved at this stage, we will explain why and tell the complainant what to do next. We might suggest that they take their complaint to Stage 2.
Stage two – investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage 2 we will:
• acknowledge receipt of the complaint within seven days
• where appropriate, discuss the complaint with the complainant to understand why they remain dissatisfied and what outcome they are looking for
• give the complainant a full response to the complaint as soon as possible and within 20 working days of our acknowledgement.
If our investigation will take longer than 20 working days, we will let the complainant know. We will agree revised time limits with the complainant and keep them updated on progress.
What if the complainant does not consider the matter resolved?
After we have fully investigated, if the complainant is still dissatisfied with our decision or the way we dealt with the complaint, they can ask the EIS National Director to look at it.
The EIS National Director cannot normally look at:
• a complaint that has not completed our complaints procedure
• a complaint that was investigated by EIS more than 3 months
• a matter that has been or is being considered in court.
When a representative makes the complaint
At times, the complainant may be unable, or reluctant, to make a complaint themselves. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if they have evidence that they have the consent of the complainant to complain for them.