Complaints Procedure
The National Aviation Heritage Skills Initiative wishes to achieve and maintain the highest standards in carrying out its role of providing training to volunteers of British Aviation Preservation Council (BAPC) member organisations and therefore takes complaints very seriously. Accordingly, NAHSI (in conjunction with the BAPC) has set out this procedure for handling complaints.
Procedure
- Upon receipt of a formal complaint it will be referred to the Project Manager or his nominated deputy and be acknowledged in writing.
- All complaints are dealt with by a staff member at the level in NAHSI nearest to the source of the complaint.
- The staff member will set a timetable for their enquiries and communicate this to the complainant.
- The staff member will open a file on the complaint, and decide an appropriate method to deal with the complaint (which may include seeking the advice of senior BAPC/IWM personnel on procedure in complex cases).
- On completion of their enquiries, the staff member will communicate the decision to the complainant and place a record of the decision on file.
- The staff member will decide the appropriate method of communication but ensure that the complainant is aware of their right of appeal and the path into the appeal process.
- Where a complaint is upheld and leads to an issue of discipline, the consequences will be dealt with under the IWM disciplinary procedure.
- Where a complaint is made against the NAHSI Project Manager personally then it shall be referred to the BAPC Vice Chairman (Training) who shall follow this procedure.
(The NAHSI Project staff are responsible to the BAPC for the standard of training provided to its members. However; for administrative matters the project staff are employees of the Imperial War Museum (IWM) and shall be subject to IWM standards of conduct and disciplinary procedures)
