Plas Heli Cyf
Complaints & Conduct Policy
Plas Heli Cyf aims to provide a safe, respectful and welcoming environment for all volunteers, participants, visitors, contractors and partners. This policy sets out how we expect people to behave, and how concerns or complaints about conduct or service will be managed.
Version Control
Version Control
- Document Title: Complaints & Conduct Policy
- Version: 2026.1
- Status: Approved
- Prepared By: Stephen
- Reviewers: Plas Heli Directors
- Current Approved Version: This version
- Digital Version Status: Published in Governance Library
- Effective Date: 24 October 2026
- Approval Date: 24 October 2026
- Next Review: 24 October 2028
Scope
Who this policy applies to
This policy applies to everyone involved in Plas Heli Cyf activities, facilities and events, including:
- Volunteers
- Directors and Observers
- Contractors and service providers
- Coaches, instructors and race officials
- Event organisers and class associations
- Participants in training, racing or social activities
- Visitors and spectators
- Building users and hirers
- Partner organisations
Expected conduct
Standards of behaviour
Everyone involved with Plas Heli Cyf is expected to:
- Treat others with respect, courtesy and dignity.
- Act in a way that supports a safe and welcoming environment.
- Follow reasonable instructions from event organisers, race officials and volunteers.
- Respect Plas Heli facilities, equipment and property.
- Comply with relevant policies, including Safeguarding, EDI and Data Protection.
- Refrain from harassment, bullying, victimisation or discriminatory behaviour.
- Refrain from aggressive, abusive or threatening language or actions.
Unacceptable conduct
Examples of unacceptable behaviour
Unacceptable conduct includes, but is not limited to:
- Harassment, bullying or victimisation.
- Discriminatory behaviour based on protected characteristics.
- Aggressive, abusive or threatening language or behaviour.
- Deliberate damage to property or equipment.
- Persistent refusal to follow reasonable instructions.
- Behaviour that compromises safety or disrupts events.
Such behaviour may result in removal from activities, exclusion from events, termination of volunteer involvement or referral to external authorities where appropriate.
Complaints process
How to raise a complaint or concern
If you wish to raise a complaint or concern about conduct or service, you may:
- Use the Complaints & Comments Form (PDF) available on the Complaints landing page.
- Email details of your complaint to .
Urgent concerns may be raised verbally to a Plas Heli Cyf officer or event organiser so that immediate action can be taken if required.
However, all formal complaints must be submitted in writing using the online Complaints Form. This ensures the complaint is recorded accurately and handled in line with our Complaints Procedure and our Complaints & Conduct Policy.
A digital Complaints & Comments Form is being prepared and will be made available in due course.
Response times
Acknowledgement and investigation
Once your complaint is received:
- An acknowledgement will be sent within 5 working days.
- Your complaint will be reviewed and investigated, and a response will be issued within 20 working days.
Complex complaints, or those requiring input from external bodies (such as class associations or governing bodies), may take longer. Where this is the case, we will keep you informed of progress.
All complaints are logged to help us monitor performance and improve our services.
Confidentiality and data protection
How your information is handled
Complaints are handled confidentially and in accordance with our Data Protection & GDPR Policy .
Information is shared only with those who need to know in order to investigate and respond to the complaint.
Related documents
Archived versions
Archived versions
A copy of the legacy Complaints & Comments policy and PDF form is retained for audit and governance purposes. It has been superseded by this modern Complaints & Conduct Policy and the Complaints & Comments Landing Page.