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NEW COMPLAINTS PROCEDURE

Karl

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Complaints have been going all over the place, don't get followed up on correctly, and in all honesty, get lost in translation. A new process has been introduced for 2020 onwards. We'll review the new process and make amendments where necessary.

This new procedure has been implemented for the following reasons:
  • All complaints are kept in one place, easy to find and easy to track
  • All club staff have access to view, so no one member of staff is responsible for updating on the complaint
  • You can track the status of your complaint along with all comments made by the staff
  • You cannot see anyone else's complaints, ONLY club staff can see the list
  • You can reply back to your complaint to get updates or give further updates on the complaint (give further evidence etc).

The new complaints procedure is for ACTIVE/PREMIUM MEMBERS ONLY (anyone with more than 10 posts or premium membership will be able to view).

INSTRUCTIONS ON HOW TO USE THE COMPLAINTS PROCEDURE


You will find the new "User Complaints" section in the forum list as per below (See circled).

1577963868025.png


When you click into this section it will be blank. The ONLY threads you will see are YOUR OWN COMPLAINTS. But you will have a "POST THREAD" button available to you as per below:

1577964040195.png


You can click that and start a thread as you normally would, type your message out and post it. Once posted, if you go back into the complaints section, you will see your thread in the listing...

1577964111879.png


1577964192098.png


You can click back into the thread to reply to give more evidence. YOU CANNOT DELETE/EDIT A COMPLAINT. Once it's made, it there for good. Club staff also have NO PERMISSION to be able to edit/delete a complaint. We can only lock the thread once the complaint has been resolved and we've all agreed to it.

This is what the admin team can see:

1577965046823.png


These posts do NOT appear in the "New Posts" section of the forum, so if you have logged a complaint, you will need to check back in to see if had been responded to from the admin team. It is our responsibility to ensure we are checking this forum section for complaints being logged and that we are actioning them.

These complaints are for FORUM BUSINESS ONLY. If you want to complain about a user, a thread, something someone's has said etc. If you want to complain about a transaction you have had with a club member (private or trade).
You CANNOT complain in here about a transaction with a dealer who is NOT a member of the club. We cannot do anything about the world outside of EOC, so please do not expect us to get involved. We are here to ensure that the forum remains a happy and healthy place for our members to use.

If you have a complaint about a specific member of staff, and you do not want them to be able to read it, then please send a private message to another member of the team and we can deal with it in private. But for all other complaints, please use this new procedure.

If anyone has any questions or feedback on this, please post it here and we'll see look to tweak/review as we go.

Hope you all find this useful.

If there have been any complaints logged in recent months about anything, you can use this new forum to log the complaint again using the new official complaint format.
 

robert edwards

Here for life
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robert
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i have no complaints good idea
 

Snoopy11

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Mark
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Anyone who complains will be shown the hammer anyway. đŸ˜‚

Seriously it’s a good idea and simple
 

AlanM

Part of the furniture
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Alan
Elgrand
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I am glad to see the formalising of a complaints procedure - as has been said already, hopefully like the nuclear deterrent, it won't get used.

Human nature being what it is though, some folks just don't have a common view of normalised behaviour and need reeling in now and again :eek:
 
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