Complaints and Grievance Procedure

December 2025

1. Purpose

Pups in the Park (PITP) aims to provide a high-quality experience for everyone. However, we recognise things can go wrong. This policy explains how to raise a concern and how we will handle it.

2. Scope

This applies to all complaints raised by attendees, parents, or members of the public regarding our events or organisation. In addition, this applies to all grievances raised by volunteers. Safeguarding concerns (Abuse/Harm) must follow the Safeguarding Policy.

3. Guiding Principles

• Fairness: All complaints are investigated impartially.
• Confidentiality: Identities will be protected where possible.
• Resolution: Our goal is to fix the problem, not just assign blame.

4. Procedures

4.1. Public Complaints

For attendees dissatisfied with the event, rules, or staff behaviour.

1. Informal Resolution

   Speak to a Volunteer or Organiser at the event. Most issues can be resolved immediately (e.g., "The music is too loud," "I lost my bag").

2. Formal Complaint

   If the issue isn't resolved, email management@pupsinthepark.uk within 14 days of the incident. Include:
   • Your name,
   • date of incident,
   • details of the complaint, and
   • desired outcome.
   
   We will acknowledge receipt within 3 days and aim to respond fully within 14 days.

3. Appeal

   If you are unhappy with the response, you may appeal to the Lead Organiser (Beck Bond). Their decision is final.

4.2. Volunteer Grievances

For volunteers having issues with their role, peers, or management.

1. Informal Discussion

   Discuss the issue with your Team Lead or the Volunteer Coordinator. Open communication often solves misunderstandings.

2. Formal Grievance

   If the issue isn't resolved, submit a written statement to the Management Team. A meeting will be arranged to discuss the grievance. You may bring a supportive friend.
   Management will investigate and provide a written outcome. Possible outcomes:
   • Mediation,
   • Training,
   • Disciplinary Action against the other party, or
   • No Action.

3. Appeal

   If you are unhappy with the response, you may appeal to the Lead Organiser (Beck Bond). Their decision is final.

4.3. Vexatious Complaints

PITP reserves the right to terminate correspondence if a complainant becomes abusive, aggressive, or persists with a complaint that has already been fully investigated and closed.

5. Policy Review

This procedure will be reviewed annually by the Management Team to ensure it remains effective and fit for purpose. The next scheduled review date is December 2026.

6. Contact

For any questions regarding this procedure, or to make a complaint, please contact the Management Team via management@pupsinthepark.uk.