Skip to main content

Resolving complaints

Making a complaint

The Scout Association has a procedure in place to ensure that complaints are taken seriously and dealt with appropriately.

This guide describes how to make a complaint and how your complaint will be dealt with. It is the policy of The Scout Association to have a fair and open process for dealing with concerns and complaints raised by members and non-members that directly affect them or their children in Scouting.

In the first instance, you should try an informal approach to resolve your complaint and to see what action will be taken. We hope that many complaints can be dealt with quickly and informally. If the informal approach proves to be unsatisfactory, then you may wish to register a formal complaint.

Formal complaints should be made in writing. It is helpful when registering a formal complaint if you can provide us with concise details about the problem and your preferred outcome to rectify the issue.