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Complaints and Concerns Procedure Policy

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Trans Aid Cymru has two complaints forms: one for those who are external to the organisation to bring complaints or concerns, and one for those who are already members or volunteers. These are provided in the format of Google Forms and should be available and clearly displayed on the website. The form for internal complaint should also be made available on the TAC cloud.

Members should signpost individuals with complaints or concerns to these forms wherever possible.

Appropriate records of all complaint forms submitted should be kept and updated by the general admin team. It should include details about the nature of the complaint or concern, the name and contact details of the person who submitted it, any individuals who are the subject of the complaint, and what steps have been taken to address the complaint or concern.

Informal complaints or concerns should be resolved between parties informally where possible. Where this is not possible or appropriate, they may be brought up in a general meeting. If this is not appropriate or successful, a formal complaint should be filed using the complaints form.

When a complaint form is submitted, the management team is responsible for dealing with the complaint. If a member of the management team is the subject of the complaint, they must not be involved in addressing or responding to the complaint in any way.

Appropriate response to minor infractions should be to discuss with the individual who is the subject of the complaint why their action was inappropriate, or against the code of conduct or other organisation procedure. An apology should be issued to the injured party if the individual or organisation’s behaviour or actions were inappropriate or against the code of conduct. If training (e.g. in the case of a breach of GDPR or safeguarding procedure) would be helpful, then it should be undertaken as soon as reasonably possible.

Appropriate response to major infractions may result in dismissal, and depending on the actions taken, legal involvement. (e.g. in the instance of abuse or sexual misconduct, case may have to be handed over to the police)

If the person who is the subject of the complaint denies the behaviour or action took place then an investigation should be undertaken to determine the likelihood of these events by the management team.

The management team may deal with a complaint in any way they see fit, but are advised to use the following options, which are displayed in ascending order of seriousness:

  1. Correspondence with the individual or parties who submitted the concern of the complaint.
  2. Offer mediation for the complainant to discuss the complaint or concern with the subject(s) of the complainants concern (if appropriate)
  3. Meeting with the complainant and the complainant or concerned party
  4. Potential disciplinary actions:
    1. First formal warning
    2. Second formal warning
    3. Removal of privileges or removal from post
    4. Removal from Trans Aid Cymru
    5. Involvement of the police 

When a complaint or concern is brought against Trans Aid Cymru as a whole and not particular individuals, the management team should discuss the issue at an emergency meeting.

While the management team is encouraged to be transparent with the organisation as a whole and its members, service users, volunteers and donors, when a complaint or concern is brought against an individual or group of individuals within Trans Aid Cymru, it may not be appropriate to discuss within a general meeting, and should be dealt with by the management team alone.

All complaints, whether formal or informal, should be addressed within two weeks. Within those two weeks the following steps should be taken:

  1. A meeting of the management team should take place
  2. A response must be agreed upon
  3. A response should be enacted within two weeks of the complaint being brought or the mediated session being deemed unsuccessful
  4. Any disciplinary action the management team deems appropriate should be enacted


Last updated:Version:Changes made by:
28/03/211.0General Admin team

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