Grievance Process

It is always disappointing when a member feels that they need to raise a grievance.  This document outlines what grievances are addressed by our Club and how your grievance is managed from notification to closure.
 
As a Club we believe that members should be treated fairly, equally and with respect by the Club, its staff, officials and other members, as outlined in our Club Code of Conduct. which can be found here.
 
Whilst our Code of Conduct encourages the principles for good conduct between members, occasionally the impact of the behaviour of a member causes grief to a fellow member, and although disappointing, a formal grievance or complaint is considered.
 
Not all breaches of our Code of Conduct are valid grievances.
 
We would encourage anyone considering taking a grievance to first of all try and resolve the issue(s) locally. Often, issues that appear beyond resolution one day, a few days later with hindsight can be settled amicably between members.
 
However, if a member feel that there is absolutely no other course of action open to them, then we will consider an issue under the grievance process. While grievances are not commonplace in our club, our experience is that it is that all parties end-up feeling aggrieved irrespective of the outcome.
 
When a grievance is raised, we aim to investigate impartially and provide our findings in a timely manner.
 
Do you have a grievance to be raised with our Club?

1. Not all breaches of our Code of Conduct are grievances, only the most significant incidents, which could lead to an action taken against a members membership, are considered a grievance.  If you are unsure, please speak in confidence to our Club General Manager for guidance.
2. The grievance must relate to an incident at an official Club run activity or event (a meet, a Club organised drive, or weekend away).  Incidents that occur at private, or member-member organised activities or events must be raised with the event organiser.
3. The grievance must relate to Club managed social media (Website, Forum, Facebook etc.).  If your grievance relates to non-Club run social media (other forums, youtube, Facebook etc.), please contact the content manager for that site, the Club has no authority over third party sites.
4. Are you the member who has been impacted by the incident? Only the member impacted may raise a grievance. The club will not consider a grievance raised on behalf of another member.
5. Did the incident that is causing the grievance occur in the last 30 days?  Incidents which occurred beyond 30 days may not be raised as a grievance. Each grievance is considered on its own merits. Where a there is a pattern of behaviour this may be taken into account in the recommendation of any actions, but not as part of the grievance itself.
6. Is there an active grievance already underway relating to the incident? If so, that grievance needs to be completed before a counter grievance will be accepted, if appropriate.

 
Raising a grievance

1. Formal grievances should be submitted in writing to the General Manager by emailing gm@porscheclubgb.com or by letter to the Clubhouse, clearly stating the grievance.  Grievances may not be raised by a telephone call. 
2. Only grievances submitted directly to our General Manager (not by cc or bcc) will be considered a formal grievance.
3. Where more than one member has been impacted by an incident, each needs to raise an individual grievance.
4. Once the Board have made a judgement on a grievance it cannot be reopened.
5. The Club has the right to discount a grievance if we believe that it is being submitted with a purpose of causing undue pain to another member, or is a campaign of grievances submitted to cause disruption to either a member, an organiser or organising group, the Clubhouse team or the Board.

 
Process

1. Acknowledge receipt of a formal grievance and advise an estimated timeline for investigation and response.
2. Assign someone not party to the grievance to investigate. 
3. Where a board member is involved in a grievance the Clubs Company Secretary will be informed and will provide oversight and ensure the correct governance.
4. Contact all parties associated with the grievance and gather all related details and correspondence.
5. Any board members who are party to a grievance will recuse themselves from discussions and activities relating to the grievance.
6. All members, whether Club Officials, or members of the Board will be treated equally during a grievance process.
7. Review all relevant information.
8. Formulate a document as a concise appraisal of the nature of grievance.
9. Issue an update to the process time frame, to all parties. If the grievance is complex, or taking time to investigate, regular process updates should be provided.
10. Consider functional impact on Porsche Club GB and make recommendations for improvements if needed.
11. The findings are forward to senior management and the Board for review.
12. Once assessed, all parties are made aware that the investigation is complete and that a written response will be issued by the Board.
13. The Board decision will be final.
14. The findings are communicated to the instigator and others involved, as appropriate.
15. Only under extreme circumstances, where significant new evidence is provided, and at the discretion of the Chairman, will an appeal be considered.
16. All complaints are be entered in the complaints log and closed out on completion. Details filed in the office for future review.
17. Where recommendations have been made, and not carried out, these may be subject to further actions taken by the Club and the Board.

 
Where the process or guidelines are unclear the Board has the authority to determine the appropriate course of action in the best interests of the Club.

Revised and approved: 24 September 2020