Last updated: 12 March 2026
In this policy, “ADLS” means The Association of Dunkirk Little Ships.
This policy provides a structured pathway for handling complaints fairly, proportionately and consistently.
Complaints should be resolved and closed at the lowest appropriate level wherever possible.
No individual may investigate, decide, advise on, or otherwise participate in a complaint concerning themselves or where there is a conflict of interest.
Any officer, committee member, volunteer, or reviewer who is the subject of a complaint, a material witness, or otherwise conflicted must be recused from all complaint handling steps.
ADLS may appoint an alternative decision-maker, independent reviewer, or external advisor where needed to ensure fair and unbiased handling.
ADLS will designate a safeguarding officer to coordinate safeguarding-related complaints and risk handling.
Where safeguarding concerns arise, ADLS may report and/or disclose relevant information to appropriate local authority safeguarding teams and to the police, in line with legal obligations and risk management requirements.
Where a complaint indicates potential criminal conduct, ADLS may refer the matter to law enforcement and may pause or adapt internal complaint handling as appropriate.
ADLS may share relevant information with regulators, statutory bodies, insurers, professional advisers, or other competent authorities where required, permitted by law, or necessary to protect people, rights, and organisational integrity.
ADLS may outsource all or part of complaint handling, investigation, mediation, or adjudication where specialist expertise, independence, capacity, or legal sensitivity requires it.
Where outsourced, ADLS will seek appropriate confidentiality, data protection and governance controls.
Complaints should be submitted in writing by email or approved website form and include relevant dates, facts, supporting material and the outcome sought.
ADLS may request further information to clarify issues and ensure an informed review.
The first step is informal resolution by the relevant function holder or responsible volunteer/member representative.
The aim is to resolve straightforward issues quickly, clarify misunderstandings, and agree practical remedies without escalation.
If the complaint is resolved, the matter is recorded and closed at Stage 1.
If unresolved at Stage 1, the complaint is referred to an individual General Committee member for independent review.
The reviewer may seek submissions from relevant parties and may recommend corrective action, clarification, or closure.
If accepted by the complainant and ADLS, the complaint is closed at Stage 2.
If still unresolved, the matter proceeds to formal consideration by the full General Committee.
The Committee may review records, seek representations, request evidence, and make a reasoned decision on outcome and closure.
A General Committee decision to close a complaint is final unless the Commodore specifically requests further review.
Where procedural, governance or record-handling concerns remain after Stage 3, escalation may be made to the Honorary Secretary.
The Honorary Secretary may confirm process integrity, direct administrative corrective steps, or refer to the Vice Commodore where necessary.
Where further escalation is justified, the Vice Commodore may review process, proportionality and fairness of prior handling.
The Vice Commodore may uphold closure, direct limited reconsideration, or refer the matter to the Commodore for final determination.
The Commodore may consider escalated complaints as a final internal decision-maker.
The Commodore’s decision is final within ADLS internal processes.
ADLS will keep proportionate records of complaint submissions, reviews, decisions and closure rationale.
Vexatious, abusive or repetitive complaints may be managed proportionately, including refusal to re-open matters already finally determined.
This policy does not remove any statutory rights a complainant may have under applicable law.
