Complaints Procedure

If something happens that makes you uncomfortable in any way, it can help to know how it can and will be dealt with, and what you can expect from the process. This guide is here to help everyone approach any issues that arise fairly, considerately, and effectively so that everyone can enjoy themselves.

  • We (the CeilidhSoc Committee) are here to help in these situations, no matter how large or small the issue may be.
  • The Inclusions Officer’s role is to provide a point of contact with the committee and to ensure that everyone feels safe, comfortable, and included.
  • We will listen to you, and try to work with you to resolve the issue in the best way possible all round.
  • We will, as far as possible, deal with complaints confidentially and discreetly.
  • We do not believe in victim-blaming.
  • If you are the person being complained against, your side will also be heard and taken into account.
  • In the event that we have to apply any sanction, this will not be done lightly or without due consideration and conversation.
  • Complaints will be recorded, and these records will be accessible to future committees so that ongoing issues can be dealt with effectively in their proper context.

Most things that happen at ceilidhs can be dealt with informally and with minimal fuss for all concerned. If you don’t feel comfortable dealing with a situation on your own, the Inclusions Officer and the Committee are here to help resolve things. Responses will sometimes be tailored to the specific situation, but this is the basic procedure for what you should do, and what will happen afterwards.

1)You raise your complaint, either in person or via e-mail, (see our contact page here) to the Inclusions Officer (Charlotte) or any committee member. Try to include whatever details you can so that we can have the clearest idea of the situation and the best way to proceed.

2)Someone, usually the Inclusions Officer (IO), will get back to you and make sure that your complaint is understood.

3)The IO will take the complaint back to the committee, and a course of action will be decided upon.

4)Depending on the severity or frequency of incidents, an action will be decided upon that is proportional to what has happened. This is usually an informal conversation where the issue is outlined to the person being complained against. There will usually be at least two committee members present, and the person complained against will have a chance to present their side. We will usually try to discuss ways in which future incidents might be avoided (for example “this person reported that your swinging style was too fast – slow down next time”, or “the person was offended by your style of feedback, try this approach instead).

If repeated complaints are made against someone with no improvement, we may ask them not to come to CeilidhSoc events in future, either for a period of time or indefinitely. This is a last resort, and we will generally operate a three-strike policy before we consider it.

5)The results of any action will then be fed back to the person who complained, and if they and the committee are satisfied with the resolution, that is the end of the process. All conversations will be recorded for committee use (present and future).

The aim of this process is to resolve any issues in the best way possible for those concerned and for CeilidhSoc. We accept that accidents, misunderstandings, and miscommunications happen, and that if something happens, it is usually not out of malice or bad intent. However, good intentions only get us so far, and it’s in everyone’s interest to clear things up as soon and as simply as we can.

Charlotte Robinson, 2017