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Complaints information for managers

Dealing with a complaint is not the nicest job.

But it is vital that each complaint is handled fairly and in a timely manner according to The Scout Association’s complaint procedure.

The complaint procedure covers complaints and disputes within and outside the movement. For example from a parent or carer of a youth member.

What is our complaints procedure?

Find out more

The following resources can help you with complaints:

It is important to note that for all safeguarding issues, the safeguarding process must be followed – not the complaints procedure.

Get involved

If you have any feedback, suggestions, comments or examples of good complaints procedure practice that you are using locally, please feel free to share them with us by sending them to managers@scouts.org.uk

Manager advice

Ian Kirby, County Commissioner for East Sussex, has produced an aide memoire for District Commissioners (PDF).

Updated: 22/08/2019


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Charity Numbers 306101 (England and Wales) and SC038437 (Scotland).
Registered address: The Scout Association, Gilwell Park, Chingford, London, England E4 7QW