Complaints & Conduct Policy

• Document Title: Complaints & Conduct Policy
• Version: 2026.0‑Draft
• Status: Draft for Review
• Prepared By: Stephen
• Reviewers: Plas Heli Directors
• Current Approved Version: Legacy Complaints Policy (PDF‑based)
• Digital Version Status: Modernised for Governance Library
• Effective Date: To be set upon Board approval
• Approval Date: Pending Board decision
• Next Review: 12 months after approval

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

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 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.

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 .

A digital Complaints & Comments Form is being prepared and will be made available in due course.

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.

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.

• Data Protection & GDPR Policy
• Safeguarding Policy
• Equality, Diversity & Inclusion (EDI) Policy
• Complaints & Comments – Landing Page

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.