A Guide to Making a Complaint about an Employee or Member of the Liberal Democrats

February 2014 The Liberal Democrats

This policy will be reviewed every 2 years. Next review date: Feb 2016

Disclaimer:
This guide is not intended to raise a complaint about your MP regarding constituency or casework issues. If you wish to register a complaint of this nature, please contact: libdemwhips@parliament.uk This is a living document and changes may be made to it prior to the review date to keep it up to date.

Introduction
This guide is for making a complaint. If you have a concern, use the whistleblowing policy. You can also contact Jeanne Tarrant, Pastoral Care Officer If you have a complaint about Liberal Democrats, we want to hear about it and we will do our best to put it right. Our Complaints Procedure has the following goals: To deal with complaints fairly, efficiently and effectively; To ensure that all complaints are handled in a consistent manner throughout; To resolve complaints in a timely manner to prevent them festering To use complaints constructively to improve the Party.

Before you make a complaint and to help you decide which the most appropriate process is, here are the definitions: Complaints: When someone complains, they are saying that they have personally been poorly treated. The complainant is seeking redress or justice for themselves. The person making the complaint therefore has a vested interest in the outcome of the complaint and, for this reason, is expected to be able to prove their case. Whistleblowing: When someone blows the whistle they are raising a concern about danger or illegality that affects others. The person blowing the whistle is usually not directly, personally affected by the danger or illegality. The whistle-blower rarely has a personal interest in the outcome of any investigation into their concern they are simply trying to alert others. He or she is a messenger raising a concern so that others can address it.

Who Are the Liberal Democrats?

The Liberal Democrats (The Party) exist to build and safeguard a fair, free and open society, in which we seek to balance the fundamental values of liberty, equality and community, and in which no-one shall be enslaved by poverty, ignorance or conformity. We champion the freedom, dignity and wellbeing of individuals, we acknowledge and respect their right to freedom of conscience and their right to develop their talents to the full. We aim to disperse power, to foster diversity and to nurture creativity. We believe that the role of the state is to enable all citizens to attain these ideals, to contribute fully to their communities and to take part in the decisions which affect their lives. (Taken from the federal Constitution)

Who can use this guide?

Any member of the public, Any Member of the Liberal Democrats,

What people should expect from a Liberal Democrat member or employee?

You have the right to be treated fairly, equally and with respect and dignity.

Types of situations we investigate

Misconduct such as physical or verbal abuse of colleagues or the public Conduct which has brought or is likely to bring the party into disrepute such as an offence of dishonesty, violence, or inappropriate behaviour, (sexual or otherwise1). Breach of the electoral law.

This is not an exhaustive list. We cannot investigate if the complaint concerns someone who is not a member or an employee.
1

This includes non-penetrative acts such as, touching, kissing, fondling, and masturbation. This also includes inappropriate and/or sexually inappropriate touching and/or comments.

A Guide to Making a Complaint about of the an Employee or a Member of the Liberal Democrats

Page 1

Before making a complaint to the Party

Check the person you wish to complain about is a member of the party or an employee. If you are not sure please contact the local party chair here: http://www.libdems.org.uk/in_your_area.aspx Be clear about what you are complaining about and what resolution you are after.

Making a complaint to the Party

The Party would like to sort out any complaint as soon as possible.

Informal Process:
Many complaints can be resolved informally. In the first instance every effort should be made to resolve the complaint locally through the chair of the relevant party organisation eg the local party, the Council group, the Assembly Group. You can find contact details here: http://www.libdems.org.uk/in_your_area.aspx and, if you feel able, speak to them and they will try to sort the matter out. If the complaint is about an employee please contact Emma Peall, HR Administrator Liberal Democrats 8-10 Great George Street, London SW1P 3AE emma.peall@libdems.org.uk T 020 7227 1280 She will be able to direct your complaint to the relevant manager. If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

Formal Process:
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint. Report the incident in writing using the complaints form available online or by calling us. This form asks for the information we need to investigate the complaint and gives us permission to show it to the person in question. Send the completed form to the local Chair or regional Chair. If you do not know how to contact the regional Chair, please contact Charlotte Harris at Charlotte.Harris@libdems.org.uk who will be able to give you the contact details of the Regional Chair. If your complaint is about an employee please contact Emma Peall (contact details above). If you make a formal verbal complaint, the person receiving the complaint will make notes of your discussion with them. You will be asked to sign the notes confirming your complaint. Your complaint will not be able to proceed without you confirming the details of the notes. If your complaint is not resolved, contact: Jeanne Tarrant Pastoral Care Officer 8-10 Great George Street, London SW1P 3AE, Email: J.Tarrant@libdems.org.uk Mob: 07884 733262

A Guide to Making a Complaint about of the an Employee or a Member of the Liberal Democrats

Page 2

When we receive a complaint

When we receive a complaint, we will treat each complaint on its own merit. Our processes will involve: An initial assessment of the allegation or complaint Where necessary, an investigation of the allegation or complaint Where necessary, a hearing or meeting to reach a decision and decide on actions. If the Party feels no investigation is needed the reasons will be set out in writing either in an email or letter to you within 10 working days. If your complaint is to be investigated, you may need to provide further evidence order for the Party to reach a decision. The Party will not usually investigate a complaint that relates to an incident that is more than 12 months old except in exceptional circumstances. We aim to acknowledge receipt of your complaint within 7 working days and we aim to resolve your complaint with 28 working days.

Disclaimer:
This guide is not intended to raise a complaint about your MP regarding constituency or casework issues. If you wish to register a complaint of this nature, please contact: libdemwhips@parliament.uk This document is a work in progress and changes will be made to keep it up to dated.

A Guide to Making a Complaint about of the an Employee or a Member of the Liberal Democrats

Page 3

Flowchart for Complaints

Have a complaint about a member of the LibDems

Have a complaint about an employee of the LibDems Yes No

No

Is it about the Party Processes/Rules?

Can it be addressed informally?

Yes

No

Contact Local Party/Group Chair (see details in Guide) No Has complaint been resolved?

Yes

Contact: David Allworthy, Head of Compliance (and Legal), T: 020 7227 1339 david.allworthy@libdems.org.uk

Yes Put complaint in writing or use complaints form. Send details to local Party / Group Chair (if your complaint has already dealt with at this level send it to Regional Chair)

Matter closed

Has complaint been resolved?

No

If your written complaint has not been resolved within 28 working days contact Pastoral Care officer who will try to find out why.

Yes

Matter closed
A Guide to Making a Complaint about of the an Employee or a Member of the Liberal Democrats Page 4