Complaints Policy and Procedure

The British Society of Gastroenterology is committed to providing a good service for our members and working in an open and accountable way that builds the trust and respect of all our stakeholders.
This policy is for the use of all members of the Society should they wish to make a complaint against the Society, an Officer or an employee of the Society.

One of the ways in which we can continue to improve is by listening and responding to the views of our members and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a complaint is as easy as possible;
• we treat a complaint as a clear expression of dissatisfaction with the actions of the Society, an Officer or an employee of the Society, which require a response;
• we deal with it promptly and in accordance with our privacy policy;
• we respond with an explanation, or an apology where we have got things wrong;
• we learn from complaints, use them to improve, and review our complaints policy and procedures from time to time.

All members complaints should be addressed to the President of the BSG by email to President@bsg.org.uk or by post to 3 St Andrews Place, London NW1 4LB.  

If not appropriate to address the complaint to the President, then please contact the CEO of the BSG for contact details of a Lay Trustee.  

Your complaint should provide full details of the incident/action that has caused the complaint and outcomes that you believe to be appropriate. 
 
We will do everything we can to resolve the complaint within 21 calendar days. If this is not possible, we will explain why and provide a new deadline. Any decision made about a complaint is final.

Raising a complaint at a BSG event
We ask all attendees of events to abide by our Code of Conduct Any delegate who wishes to report a violation of this policy is asked to speak, in confidence, to a staff member, or via email to events@bsg.org.uk. Any violation of this Code of Conduct will result in the BSG taking appropriate action against the individual(s) concerned.