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Club guidance for dealing with complaints and disputes

All members, volunteers and helpers of clubs or groups affiliated to Mountaineering Scotland are expected to abide by the club code of conduct (see below). 

Clubs may occasionally be required to deal with:

  • claims by a member about another member’s behaviour;
  • the behaviour of a coach, volunteer, helper or official; or
  • breaches of club rules or inappropriate conduct. 

This resources below are intended to provide a framework for clubs to help them deal with complaints and other issues, including an example of a club complaints/dispute resolution policy to sit alongside the club’s constitution and code of conduct. 

Standards of behaviour should be clearly communicated

Club members should be aware of the standards of behaviour expected of them and any action that may be taken if their behaviour is not consistent with the club’s Code of Conduct.  The Code of Conduct should be available to all members. It should be clear, concise and uphold the principles of the Equalities Act (2010) as well as the rules and policies of the club and Mountaineering Scotland.

Have a complaints policy in place

A complaints policy should set out how the club will deal with any complaints, disputes or disciplinary action and what will and will not be dealt with. It should also clearly state how members can make a complaint and what will happen during that process.

Who should handle a complaint or a disciplinary matter?

Ideally, a club should have a designated person/persons to whom complaints or disciplinary matters should be reported and who are able to deal with a complaint impartially and objectively.


Club code of conduct

Download here (pdf)

Guidance for clubs and example complaints procedure

Download (.doc)