Bromley Humanists (BH)

General Complaint Procedure

Principles and Legal Alignment:

BH operates on the core principle that every human being is born free and equal in dignity and rights. Guided by the United Nations Universal Declaration of Human Rights (UDHR) and the UK’s Equality Act 2010, we stand firmly opposed to all forms of discrimination, misconduct, harassment, bullying, or unfair treatment. Our commitment to human rights is universal and indivisible, applying equally to all people. We respect and safeguard the protected characteristics of our members, volunteers, staff, guests, contractors, service providers, and service users under the Equality Act 2010.

• Protected Characteristics: Under the Equality Act 2010, everyone is protected from discrimination, harassment, and victimisation on the basis of nine specific traits: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Commitments and Prohibitions:

We recognise that discrimination, misconduct, harassment, bullying, or unfair treatment takes many distinct forms. To ensure clarity in our activities, advocacy and organisational culture, we explicitly reject and prohibit all forms of discrimination, misconduct, harassment, bullying, or unfair treatment.

Trustees must handle complaints neutrally and in accordance with the law. To maintain a fair process, any external organisation or advisor contacted by the trustees to guide the investigation must remain completely separate from the external organisation supporting the complainant.

Implementation and Accountability:

To maintain our independence and non-political stance, and uphold the standards of impartiality and human rights, we embed these principles into our research and educational frameworks through continuous peer review. This ensures that our activities and resources remain strictly focused on structural human rights violations and objective evidence.

Complaint Procedures:

We handle all complaints with confidentiality, urgency, and tact. We offer a dual pathway for reporting racist or xenophobic incidents to ensure safety and comfort.

• Stage 1 (Informal): Speak directly with the individual if it is safe to do so, or ask someone else to facilitate a restorative conversation. This is an effective approach in most cases.

• Stage 2 (Formal Internal): Submit a written complaint to the anti-discrimination lead, Reza Zolfagharifard, at reza-z@bromleyhumanists.org.uk. Or to his colleague Brian Venables at brian-v@bromleyhumanists.otg.uk. Once a formal complaint is received, the BH will follow the following steps:

  • Acknowledgement: We will acknowledge receipt of the complaint within two working days.

  • Support Allocation: The complainant will be offered a support peer (a trusted colleague, member or volunteer who is not involved in the incident and has no authority over the investigation), who will provide emotional and practical help to the individual involved in a racism complaint. It ensures that no one has to navigate a highly stressful investigation process completely alone.

  • Investigation: An independent investigator, the anti-discrimination lead (Reza), or a trusted colleague of his will arrange to gather evidence and interview witnesses within 14 working days of receiving the complaint.

  • Outcome Report: A confidential report detailing findings and proposals will be delivered to the chair of the trustees (Denis Cobell) or one of his colleagues, who will inform the complainant and discuss the result with them.

• Stage 3 (external escalation): To escalate a complaint about a UK charity for unfair treatment or discrimination, people must contact the relevant regulatory body, depending on their relationship with the charity, because the Charity Commission does not handle individual service disputes. The direct route for escalation is to identify the exact organisation responsible for the type of unfair treatment experienced, as detailed below. 

  • The Equality Advisory and Support Service (EASS): This is the main government-funded body for complaints about individual discrimination and unfair treatment under the Equality Act 2010. They provide direct advice and can help communicate with the charity. 

  • The Fundraising Regulator: Contact them if you have experienced unfair treatment or discrimination during fundraising activities or public appeals. 

  • ACAS (Advisory, Conciliation and Arbitration Service): Use ACAS if you are an employee or volunteer facing workplace discrimination or unfair treatment within the charity.

  • The Employment Tribunal or County Court: This is the ultimate legal route to seek compensation or a formal legal ruling on discrimination.

  • The Charity Commission (England and Wales): They will only intervene if the discrimination points to a wider, systemic breakdown in the charity’s governance, a risk to beneficiaries, or a serious breach of trust. They do not investigate individual complaints or award compensation.

External regulators expect you to try to resolve the matter internally first. If the initial response is unsatisfactory, escalate it to the Chair of Trustees. Keep copies of all communication, dates, and final response letters. If the internal outcome is unsuccessful, contact the EASS. They can help you draft a formal response or assist in escalating the matter informally. If formal resolution fails, choose your regulatory pathway:

• For Service/Public Users: If the charity’s discrimination indicates a systemic policy issue (e.g., banning a protected group from services), file a report online via the Charity Commission Concerns Form.

• For Employees/Volunteers: If internal grievances fail, contact ACAS to start “Early Conciliation". This is a mandatory step before you can take the charity to an Employment Tribunal.

• For Fundraising Issues: Submit a case file online through the Fundraising Regulator Complaints Portal.

• Prepare and Submit Evidence: When escalating externally, you must provide:

  • The charity’s registered name and number.

  • A clear summary of the discrimination event(s) and dates.

  • All written correspondence proving you attempted to resolve the issue with the trustees.

  • Supporting items like emails, minutes, or witness statements.

• Initiate Legal Action (If Applicable): If regulatory paths do not resolve the issue and you are seeking financial compensation or a legal declaration, you must file a lawsuit.

• Employment Tribunal: For charity staff, must be lodged within 3 months minus 1 day of the discriminatory act.

• County Court: For service users, beneficiaries, or members of the public facing discrimination. It must be lodged within 6 months minus 1 day of the act.

Formal Complaint Email Template:

This template helps the complainant report the incident properly.

Subject: Formal Incident Complaint - [Your Name] - [Date of Incident]

To: reza-z@bromleyhumanists.org.uk

Cc: brian-v@bromleyhumanists.org.uk (Optional: To ensure it is logged by both colleagues)

Anti-Racism Lead,

I am writing to formally report an incident under Bromley Humanists’ Complaint Procedures regarding (please specify, for example, a racist or xenophobic) incident. Below are the relevant details of the incident:

• Date and Time: [Insert date and time, as accurately as you can]

• Location: [Insert where it happened, e.g., specific room, online meeting, or event venue]

• Individuals Involved: [Insert names or descriptions of people involved]

• Witnesses: [Insert names of anyone who saw or heard the incident, if applicable]

Description of the Incident: [Provide a clear, factual, and chronological description of exactly what happened and what was said. Keep the details as precise as possible.]

Impact of the Incident: [Briefly describe how this incident has affected you or your comfort and safety within BH.]

As per the Stage 2 (Formal Internal) policy, I look forward to receiving an acknowledgement of this complaint within two working days. I also understand that I will be offered a support peer to assist me through the next steps and that an independent investigation will be conducted within 14 working days.

Thank you for handling this matter with confidentiality, urgency, and tact.

Sincerely,

[Your Name] [Your Role: e.g., Member, Volunteer, Guest, or Service User]

Contact Information. Your Email: ------------------------

Your Phone Number --------------------]