Complaints policy

This policy recognises complaints from people using services or activities provided by StreetGames, or from the public at large. All are the subject of this policy. 

StreetGames, whilst treating all complaints seriously, expects complainants to provide specific details of their complaint in writing in all cases where this is possible.

1. Complaints about failure to be awarded a StreetGames licence (currently known as ‘StreetMark’) or contract for delivery:

In these circumstances the organisation making the complaint will be entitled to an explanation of why they were not awarded the licence/contract. This policy does not extend any rights beyond a courteous letter of explanation.

2. Complaints about the behaviour of StreetGames UK Ltd (SGUK) Staff, Contractors and Partners

These will be sent to the Chief Executive of SGUK for investigation, who may conduct any enquiries or delegate them to an appropriate person or body. The purpose of an enquiry will be first to make a determination as to the seriousness of the complaint; secondly to determine the veracity of complaint; and thirdly to make recommendations with regard to the resolution of any issues that gave rise to the complaint and if necessary refer it to the Charity Commission.

The aim of seeking resolution of the issue is to facilitate continued good working relationships. This process may, in exceptional cases, result in the commencement of disciplinary actions or actions to terminate a contract.

In the event that the complaint relates to the Chief Executive of SGUK, the matter will be dealt with in the manner outlined above by the Chair of SGUK, or his/her nominee.

The complainant can expect a written response from StreetGames outlining the basic findings of the investigation and the actions to be taken.

3. Complaints about delivery of services by local StreetGames projects.

StreetGames is a network and the national organisation does not seek to manage, nor to provide an additional tier of investigation nor appeal arising from disputes with a local StreetGames project. Complaints about delivery in local projects will be subject to the Complaints Policy and Procedures of that local organisation.

However, SGUK may, at its discretion, make investigations should a complaint of sufficient gravity be made. In the event that allegations are of sufficient substance and that they are well founded, this may, at the discretion of SGUK, result in a response from SGUK ranging from attempts at informal conflict resolution to withdrawal of the StreetGames Licence.

The response to complaints of this nature will vary depending upon the circumstances. 

4. Complaints about the behaviour of Trustees

These will be sent to the Chair of the StreetGames Board for investigation, who may conduct any enquiries or delegate them to an appropriate person or body. The purpose of an enquiry will be first to make a determination as to the seriousness of the complaint; secondly to determine the veracity of complaint; and thirdly to make recommendations with regard to the resolution of any issues that gave rise to the complaint and if necessary refer it to the Charity Commission.

The aim of seeking resolution of the issue is to facilitate continued good working relationships. This process may, in exceptional cases, result in the commencement of disciplinary actions or actions to terminate a trusteeship.

In the event that the complaint relates to the Chair the matter will be dealt with in the manner outlined above by a Vice-Chair

The complainant can expect a written response from StreetGames outlining the basic findings of the investigation and the actions to be taken.

5. Right to appeal if a complainant does not feel that their complaint has been dealt with in a satisfactory manner.

For all appeals in relation to Sections 2 and 3 above the complainant should address their appeal to the Chief Executive in the first instance. If the appeal relates to a complaint about the Chief Executive then it will be considered by the Chair of the StreetGames Board.

For all appeals in relation to Section 3 above, the complainant should address their appeal to the Chair in the first instance.

The decision of the Chair/Vice Chair of the StreetGames Board will be deemed to be final in the case of any appeal. Where the complaint does not relate to the Chief Executive or a trustee then the Chair of the Board may delegate this power of final decision to the Chief Executive.