Raising a concern

Scouts recognises its responsibility to deal fairly, constructively and consistently with expressions of concern or dissatisfaction from members and non-members, including parents and carers on behalf of themselves or their young people, in line with its values.

As Scouts, we're guided by the values of Integrity, Respect, Care, Belief and Co-operation. When applying this policy, these values should be at the forefront of every interaction and decision that is made and all involved should be regularly reminded of them.

Focusing on the values of Respect and Care, the wellbeing and mental health of all involved when dealing with an expression of concern or dissatisfaction should be considered throughout.

Take a look at our guidance on supporting wellbeing and mental health when a concern is raised.

If you've a safeguarding concern, it should be dealt with in accordance with the Safeguarding Policy and reported to the Safeguarding team. 

Many complainants don't want to enter a formal complaints procedure. They simply want to have their questions answered, their concerns dealt with, or their opinion noted.

Informal resolution may be as simple as the complainant having a conversation with the local volunteer manager, before making a formal complaint to discuss how a concern raised can be resolved. 

If a complainant feels it's appropriate, they may be willing to meet with the individual they're raising a concern against, with the support of a local volunteer to see if an amicable solution can be found.

Local, informed resolution should always be attempted before engaging the formal complaints policy.

If you wish to raise a formal complaint, please do so in writing using the Complaints Template.

If you want to express a concern or dissatisfaction with Scouts locally, then it should be dealt with in accordance with the Scouts Complaints Policy.

If you want to raise a concern about potential wrongdoing, which is in the public interest, then these disclosures should be dealt with in accordance with the Whistleblowing Policy.​

The Whistleblowing policy is part of our duty of care, providing guidance, support and advice to adults in Scouts who wish to raise a concern about a potential breach of our standards or conduct, which is in the public interest.​

Please use this form to submit your formal complaint or feedback about The Scout Association Headquarters. Your complaint will be overseen by the relevant team in Gilwell Park.

If your complaint relates to a local Scouts group or adult member, please raise your complaint with the appropriate line manager, within the local Scouts line management structure, in accordance with the complaints policy.