NNAS Complaints and Appeals Procedure

(A) Complaints against the NNAS

It is important to NNAS that all complaints are dealt with quickly and resolved to the satisfaction of both the complainant and the NNAS. Safety, quality of provision and the reputation of NNAS are at stake.

If the complaint is about the NNAS, any centralised procedures or principles, or related to any of the Directors, then this complaints procedure is appropriate. If the complaint is about a course provider, their safety, standards of operation or similar, then please use the procedure outlined in (B) below.

 

Complaints against the NNAS
  1. In the first instance, the complainant is advised to speak to the NNAS office. If this is inappropriate, then the complainant should make their complaint in writing to the NNAS Directors, and send it to the NNAS office.
  2. The ‘complaints group’ of Directors which would normally consist of a minimum of three directors, will respond to any complaint with an acknowledgment of receipt of complaint.
  3. The ‘complaints group’ will then make every effort to resolve / address the issue(s) and write a response to the complainant accordingly.
  4. If the complainant is still not satisfied, then NNAS will seek external assistance for a resolution, such as through Mountain Training or British Orienteering.

(B) Complaints / appeals against any course Provider

It is important to NNAS that all complaints are dealt with quickly and resolved to the satisfaction of both provider and complainant. Safety, quality of provision and the reputation of NNAS are at stake.

All NNAS Providers are encouraged to have a complaints procedure in their own organisations’ documentation to give clients/participants a clear procedure for what to do in case of any concern.

The procedure below is for any complaints about the safety or quality of courses provided under NNAS auspices, which have not been resolved by the course Provider, and which have therefore been referred to NNAS.

 

Complaints / appeals against any Course Provider
  1. The complainant is advised to speak to the instructor / Provider at the time the concern arose in an informal way.
  2. If unresolved informally, or the complainant feels that an informal approach is inappropriate, they are advised to contact the provider in writing as soon as possible (within 1 week) after the concern arose.
  3. If the matter is not resolved, then the complainant may contact the NNAS office in writing (within 4 weeks). If appropriate the Directors of NNAS may offer advice and / or try to facilitate a resolution.
  4. A fee of £20 will be charged by NNAS, for any considerations of appeals made, with fee refunded if appeal upheld.
  5. NNAS can withdraw NNAS Provider status, or reduce the provision levels of any Provider, e.g. a Provider may no longer deliver Gold NNAS, but may continue with Bronze and Silver courses, if, after full investigation, the Directors feel the situation warrants it.
  6. A moderation visit is likely to be made to any subsequent course delivered by any Provider with a complaint upheld against them, if Provider status has not been withdrawn.

NNAS Board of Directors 03 10 2017

 

Appendix 1 – Example of a complaints procedure

NNAS Complaints Procedure

Stage 1

An informal complaint can be made to the instructor. The instructor will discuss the complaint with the candidate and attempt to agree a way forward or a solution that suits both parties. Candidates should allow the instructor sufficient time to investigate or remedy the grievance in the timescales agreed.

Stage 2

If the complaint cannot be resolved informally to the satisfaction of the candidate, or if the candidate feels that they cannot make an informal complaint to their instructor, the complaint should be submitted in writing to the Provider’s main contact, or other designated person in authority. The candidate should give a detailed account of their grievance to their Provider’s main contact in order that it can be investigated. The Provider will write to the candidate to acknowledge receipt of the complaint within seven days and outline the course of action to be taken. The Provider will carry out an investigation and write to the candidate within one calendar month with their findings and a decision as to whether the complaint was justified. The Provider will retain records of complaints for a minimum period of two years.

Stage 3

If the candidate has followed Stage 1 and / or 2 of the complaints procedure and is still dissatisfied with the outcome, they have the right to take their complaint to the awarding body, NNAS. The Provider will refer candidates to the NNAS’s complaints procedure.