1. Purpose & Scope

The purpose of this Complaints Procedure is to provide a fair and structured process for Applied Arts Scotland SCIO (AAS) Members, and non-Members participating in AAS activities, to raise concerns and seek resolution to issues related to AAS activities, whether projects, Member-led activities, public-facing activities or how we run the organisation. This includes disputes with individuals acting on behalf of the organisation (employed or freelance) and other Members, excluding any issues already subject to legal proceedings.

2. Principles

All complaints will:

• Be treated fairly and impartially, without bias.
• Be handled with appropriate confidentiality, and with transparent communication.
• Be resolved in a timely manner.
• Follow a transparent process, detailed on the AAS website.

3. Reporting a Complaint

Complaints should be notified in writing to the Head Gardener (to be appointed in 2026) / Community Coordinator / Chair at hello@appliedartsscotland.org.uk. In your email, outline the nature of the complaint, relevant details, and desired outcome; and provide any supporting documentation or evidence.

4. Investigation and Resolution

All complaints received will be acknowledged by email within one week of receipt.

A thorough and impartial investigation into the grievance will be conducted by the AAS Community Coordinator, and triaged in discussion with the Head Gardener (to be appointed in 2026) / Chair.

A meeting to discuss the complaint will be scheduled between the individual who registered the complaint (and a support person, if wished) and an appropriate member of AAS. This maybe the Chair, another Board Member, Head Gardener (to be appointed in 2026) or Community Coordinator. The purpose of this meeting is for the individual who registered the complaint to present their case and potentially seek resolution. This meeting will take place within three weeks of the initial email.

The outcome of this meeting will be communicated by AAS in writing, along with any proposed actions, within two weeks of the meeting.

Where the proposed outcome is expulsion from the membership of AAS, this will be in accordance with the AAS Constitution.

A record will be maintained by AAS of all complaints, investigations, and outcomes.

5. Appeals

Where a satisfactory resolution cannot be agreed, an appeal may be made in writing to the AAS Board, who shall consider the appeal at its next meeting after the appeal is received, and who shall respond in writing to the applicant within 21 days of the meeting. The Board’s decision on such appeals is final.

6. Examples of Complaints

• Personal Disputes: Issues with other Members, Board Members or staff (employed or freelance) that cannot be resolved informally.
• Service Issues: Complaints about the quality or delivery of services provided by Applied Arts Scotland.
• Policy Violations: Allegations that AAS has violated its own policies.

7. Review and Updates

This Procedure was adopted following the AAS Board Meeting on 31 January 2026. The Procedure will be reviewed annually to ensure its effectiveness and relevance.