ProAm Champions Ltd – Complaints Procedure
We are committed to ensuring the compliance of the Rules contained on your website. The Rules govern all of work undertaken with events, competitions and work associated with therefore.
In particular, we seek to foster a culture of commitment and adherence to our Equity Rule, which prohibits unlawful discrimination on the grounds of a range of protected characteristics, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief and sex or sexual orientation.
In order to do this, we need you to tell us when any of our members get things wrong.
We want to help resolve your complaint as quickly as possible. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
Making a Complaint
What is a complaint?
A complaint is an expression of dissatisfaction in relation to a breach of the Rules, whether justified or not.
Who may make a complaint?
Any member of an organisation or of the public may make complaints.
Who may a complaint be made against?
Complaints may be made against ProAm Champions Ltd
How should complaints be made?
If you wish to make a complaint, you may do so by e-mail or letter using the ProAm Champions Ltd Complaints Procedure Form at Appendix 1.
In order to be considered, the complaint must:
Our contact details are in the “Contacting us” section below. Please address all correspondence to ProAm Champions Ltd
If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us alternatively by telephone (one of our officers will help you by writing out your complaint) or fax.
If you require different adjustments, let us know and we will try and put those arrangements in place where we can.
Is there a time limit for making a complaint?
Yes. If you wish to make a complaint, you must do so within 6 months of the date of the act, giving rise to the complaint. Once this final date has passed, you will be too late to complain.
Complaints may be considered after 6 months only in exceptional circumstances, where there is good reason for the delay and where ProAm Champions Ltd considers it would be just and equitable to extend time.
Your complaint will be dealt with confidentially. Its contents will be disclosed only where necessary.
We have a three-stage complaints procedure. At each stage, it will help us to resolve your complaint quickly if you can give us as much clarity and detail as possible, including providing any documents and correspondence. If we do not have all the details required to deal with the complaint, we may contact you and ask you for further information.
ProAm Champions Ltd is responsible for managing the handling of complaints, including notifying you of the outcome.
This is the first opportunity for us to resolve your dissatisfaction. We expect the majority of complaints to be resolved at this stage.
What happens when ProAm Champions Ltd receives my complaint?
Within 7 working days of receipt of your complaint, ProAm Champions Ltd (or the person to whom this role is delegated) will appoint an individual investigating officer and ask him or her to investigate your complaint.
Who may be appointed as an investigating officer?
The investigating officer may be any member of ProAm Champions Ltd, save that the investigating officer:
What steps will the investigating officer take?
Once appointed, the investigating officer will take the following steps:
The procedure outlined above should take place within 6 weeks of the investigating officer being appointed.
What happens next?
Either the complainant, or any person complained about, has the right to ask for the complaint to be considered by ProAm Champions Ltd at stage two. If neither the complainant nor any person complained about makes such a request, the investigating officer’s decision is binding on the parties and on ProAm Champions Ltd
Do I have the right to bring someone with me to any meeting held with the investigating officer?
Yes. You, or any person mentioned in the complaint, may be accompanied at any meetings held with the investigating officer. However, it is at the discretion of the investigating officer whether the person accompanying you or the person mentioned in the complaint can include a legal representative.
If, having followed the first stage of our Complaints Procedure, you remain dis- satisfied, you can ask to have your complaint reviewed by ProAm Champions Ltd The same right is accorded to any person complained about. Either party must submit their request within 14 days of being notified of the investigating officer’s decision.
Who will carry out the review at stage two?
The complaint will be considered by ProAm Champions Ltd (comprising no fewer than three members) to whom this function has been delegated.
Any member participating in the decision-making process at stage two:
How do I request a review at stage two?
If you wish to ask ProAm Champions Ltd to carry out a review, you may do so by e-mail or letter.
Our contact details are in the “Contacting us” section below.
What steps will ProAm Champions Ltd take?
Once notified, ProAm Champions Ltd will take the following steps:
The procedure outlined above should take place within 6 weeks of ProAm Champions Ltd being notified of the request for review at stage two.
What happens next?
Either the complainant, or any person complained about, has the right to ask for the complaint to be considered at stage three. If neither the complainant nor any person complained about makes such a request, ProAm Champions Ltd decision is binding on the parties
If, having followed the first two stages of our Complaints Procedure, you remain dissatisfied, you can ask to have your complaint reviewed by an independent person appointed by ProAm Champions Ltd. The same right is accorded to any person complained about. Either party must submit their request within 14 days of being notified of ProAm Champions Ltd decision.
How do I request a review at stage three?
If you wish to have your complaint considered at stage three, you may do so by e-mail or letter.
Our contact details are in the “Contacting us” section below. Who may be appointed as an independent person?
The independent person who will carry out the review of the complaint at stage three:
What steps will the independent person take?
Once appointed, the independent person will take the following steps:
The procedure outlined above should take place within 4 weeks of ProAm Champions Ltd being notified of the request for review at stage three.
What happens next?
The decision of the independent person is final and binding on all parties to the complaint, including ProAm Champions Ltd
Extending time limits
We aim to complete our investigation into all complaints received within the timescales set out above. However, in a limited number of cases – for example, if a complaint is very complex or requires further breakdown – it may be necessary to extend the time limit to ensure we have all the information necessary to deal with it. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay, and notify you of next steps.
Sanctions / Remedies
When we get things wrong, we will act to:
Equally, where one of ProAm Champions Ltd are found to have got things wrong, we will not hesitate to apply appropriate sanctions.
The sanction applied needs to be proportionate and appropriate to the breach of the Rule that occurred, and take into account what redress people seek when they complain. An apology is generally the most appropriate action, but other measures may also be necessary in some circumstances. Sanctions may include a reprimand, a fine, the temporary or permanent withdrawal of a licence or any combination thereof.
We sometimes receive complaints that can be deemed “vexatious” or “frivolous”. These complaints can be costly to handle; or responding to them may be a disproportionate use of our staff’s time.
Accordingly, where a complaint can fairly be seen as obsessive, obnoxious or harassing in nature, designed to cause disruption or annoyance or lacking any serious purpose or value, the Board may decline to determine it.
COMPLAINTS PROCEDURE FORM
Address (including postcode):
Dance school (if applicable):
Status (e.g., professional, teacher, competitor, organiser, adjudicator / scrutineer, parent, guardian, spectator):
Are you disabled? (please circle as appropriate)
______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________ ______________________________________
Yes / No
If you have indicated that you are disabled, do you require any adjustments to be made to engage with the Complaints Procedure?
________________________________________________________________ ________________________________________________________________ ________________________________________________________________
What is the Rule you say has been breached?
Name of person(s) complained about:
When and where did the event(s) complained of take place?
Please provide a description of the event(s) complained of. (You may expand on a separate sheet if necessary.)
________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________
What would you like done about your complaint? ________________________________________________________________ ________________________________________________________________
If the breach complained of relates to ProAm Champions Ltd Equity Rule, please answer the following, additional questions:
What are the grounds on which you say you have been discriminated against? ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________
Complainant (please print name):
Land address ;
E- mail address;