COMPLAINTS POLICY & PROCEDURE

Screen Craft Guild Cyf, trading as Screen Craft Guild Cymru

1. Purpose

Screen Craft Guild Cymru is committed to operating with professionalism, fairness and integrity.

This policy outlines how complaints relating to the Guild, its activities, or its representatives will be managed, and how they may interface with the Guild’s Committee Governance Framework, including matters of conduct, disputes and potential removal of Committee members.

2. Scope

This policy applies to complaints relating to:

• The conduct of Committee members

• Guild activities, events, communications or decisions

• Behaviour of individuals acting on behalf of the Guild

This policy does not apply to:

• Personal disputes between members not involving the Guild

• Matters subject to legal proceedings

• Anonymous complaints (unless sufficiently serious and evidenced)

3. Principles

All complaints will be handled in accordance with:

• Fairness and impartiality

• Respectful and professional conduct

• Confidentiality where appropriate

• Timely and transparent process

• The right of all parties to be heard

4. Informal Resolution

Where appropriate, concerns should first be raised informally.

This may involve:

• Contacting a Committee member directly

• Raising the issue with the Chair or Secretary

Many issues can be resolved quickly at this stage without escalation.

5. Formal Complaints Procedure

Step 1: Submission

Complaints must be submitted in writing and include:

• Name and contact details

• Clear description of the issue

• Relevant dates, evidence or supporting information

• Desired outcome (if applicable)

Complaints should be sent to:

info@screencraftguildcymru.org

​

Step 2: Acknowledgement

• Receipt will be acknowledged within 7 working days

Step 3: Review and Investigation

• The complaint will be reviewed by the Chair or a designated Committee member

• Where appropriate, a panel of Committee members may be appointed to ensure impartiality

If the complaint involves:

• The Chair → another senior Committee member will lead

• Multiple Committee members → a panel will be formed excluding those involved

The Guild may:

• Request further information

• Consult relevant individuals

• Review documentation

Step 4: Outcome

• A written response will be provided within 28 days (where reasonably possible)

• The response will include:

  • Summary of findings

  • Any actions taken

  • Reasons for the decision

If additional time is required, this will be communicated.

6. Complaints Involving Committee Members

Where a complaint relates to the conduct, performance, or actions of a Committee member:

• The matter may be escalated under the Committee Governance Framework

• This may include:

  • Formal review of conduct

  • Consideration under Section 5 (Removal of Committee Members)

  • Assessment of conflicts of interest

Any action taken will follow the process outlined in the Governance Framework, including:

• Opportunity for the individual to respond

• Majority vote where removal is considered

7. Disputes and Internal Conflict

Where a complaint reflects a broader disagreement or conflict within the Committee:

• The matter will be addressed in line with Section 8 (Disputes and Internal Conflict) of the Governance Framework

This includes:

• Informal resolution

• Mediation

• Escalation to Committee decision

8. Possible Outcomes

Outcomes may include:

• No further action

• Informal resolution or clarification

• Apology or acknowledgement

• Recommendations for changes to Guild processes

• Referral to Committee Governance procedures

• Formal action, including removal of a Committee member (where applicable)

9. Appeals

If the complainant is dissatisfied:

• An appeal may be submitted within 14 days of the outcome

• The appeal will be reviewed by:

  • A different Committee member, or

  • A panel not involved in the original decision

The outcome of the appeal is final.

10. Confidentiality

• Complaints will be handled sensitively and confidentially

• Information will only be shared where necessary to investigate and resolve the matter

Confidentiality may be limited where:

• Disclosure is required for investigation

• There are safeguarding or legal concerns

11. Vexatious or Malicious Complaints

The Guild reserves the right to decline to pursue complaints that are:

• Frivolous or vexatious

• Repetitive without new evidence

• Made in bad faith

Such matters may be referred to the Committee for determination.

12. Record Keeping

The Guild will:

• Maintain a record of formal complaints

• Use insights to improve governance and operations

13. Review of Policy

This policy will be reviewed:

• Annually

• Or as required