Site Monitoring & Complaints Procedure
As a responsible organisation and site supervisor it is absolutely essential that Our Club sites are operated to exacting standards and maintain legal operating requirements. In the rare occasion that these standards are not maintained by the relevant site operator, and when within our power to do so, we will take swift action to resolve problems.
Sites and operators are selected very carefully to ensure that The Clubs' reputation (and associated member benefits) are not affected by rogue operators. Additionally it is a strict operating condition and constitutional requirement that any club-site must ensure that site activities do not adversely affect site neighbours or more particularly, cause nuisance to them.
When new Wood-Fired sites are established, the Club Executive take great care to ensure that operators are aware of proposed conditions, that sites are well located, properly designed and laid out - such that, if operated correctly, they should not cause any problems to neighbouring property. However we appreciate that issues can arise - thankfully issues are few and far between and are almost always easily resolved.
Monitoring
While we have clear standards and requirements, we are unable to monitor all sites or operators on a day to day basis - so we rely on club members and the local community to keep us informed if any site has a problem. We also operate a random inspection programme to ensure that sites are visited throughout the year - to ensure that Club standards are maintained and sites are operated safely and within the law.
Complaint Management
Our policy is to consider and act upon all valid complaints or notified breaches of operating conditions within 21 days - we will always take action which is appropriate to the circumstances.
On receipt of a complaint (which must be presented in writing either to our Head Office or through the form on this page) an Executive Member or authorised Club Officer will be assigned to investigate and is duly empowered to take appropriate action on behalf of The Club.
We will contact the complainant and advise them of the process that we intend to pursue - or - if the complaint is already resolved we will advise of any action that we have taken.
If the investigating officer determines that there is a complaint that needs to be investigated or potentially upheld - the site operator will be contacted and steps taken to ensure that action will be taken within a suitable timescale.
If appropriate we may then contact the complainant for further information or to confirm that the issue has been resolved. In other cases we will advise of any further action that the Club might need to take.
Local resolution vs. club intervention
It is our policy to try and resolve complaints locally - without on site intervention by The Club Executive. Club-sites are normally operated by independent owners - and their site is their business - so it is essential that complaints / issues are resolved by them where within their ability to do so.
However where a site is in breach of operating conditions (which must be advertised on site and complied with) we may take action to intervene. In case of serious breaches of condition - or where multiple complaints have been raised - we may decide to take direct action. We have the ability to temporarily close a site (until any breaches of condition are properly rectified) and, in serious cases, we can revoke certificates to close a site permanently. This is however an absolute last resort and would normally only arise where a site operator is found to be deliberately breaching conditions.
Sites and operators are selected very carefully to ensure that The Clubs' reputation (and associated member benefits) are not affected by rogue operators. Additionally it is a strict operating condition and constitutional requirement that any club-site must ensure that site activities do not adversely affect site neighbours or more particularly, cause nuisance to them.
When new Wood-Fired sites are established, the Club Executive take great care to ensure that operators are aware of proposed conditions, that sites are well located, properly designed and laid out - such that, if operated correctly, they should not cause any problems to neighbouring property. However we appreciate that issues can arise - thankfully issues are few and far between and are almost always easily resolved.
Monitoring
While we have clear standards and requirements, we are unable to monitor all sites or operators on a day to day basis - so we rely on club members and the local community to keep us informed if any site has a problem. We also operate a random inspection programme to ensure that sites are visited throughout the year - to ensure that Club standards are maintained and sites are operated safely and within the law.
Complaint Management
Our policy is to consider and act upon all valid complaints or notified breaches of operating conditions within 21 days - we will always take action which is appropriate to the circumstances.
On receipt of a complaint (which must be presented in writing either to our Head Office or through the form on this page) an Executive Member or authorised Club Officer will be assigned to investigate and is duly empowered to take appropriate action on behalf of The Club.
We will contact the complainant and advise them of the process that we intend to pursue - or - if the complaint is already resolved we will advise of any action that we have taken.
If the investigating officer determines that there is a complaint that needs to be investigated or potentially upheld - the site operator will be contacted and steps taken to ensure that action will be taken within a suitable timescale.
If appropriate we may then contact the complainant for further information or to confirm that the issue has been resolved. In other cases we will advise of any further action that the Club might need to take.
Local resolution vs. club intervention
It is our policy to try and resolve complaints locally - without on site intervention by The Club Executive. Club-sites are normally operated by independent owners - and their site is their business - so it is essential that complaints / issues are resolved by them where within their ability to do so.
However where a site is in breach of operating conditions (which must be advertised on site and complied with) we may take action to intervene. In case of serious breaches of condition - or where multiple complaints have been raised - we may decide to take direct action. We have the ability to temporarily close a site (until any breaches of condition are properly rectified) and, in serious cases, we can revoke certificates to close a site permanently. This is however an absolute last resort and would normally only arise where a site operator is found to be deliberately breaching conditions.