Complaints Process

1. Once a completed complaint form is received, a letter will be sent to the complainant to acknowledge receipt. The form will be passed on to the member and they are asked to respond with their comments within 14 days. If the member does not respond, a final reminder letter and email is sent asking them to respond in 7 days.

2. When the member’s response is received, the complainant and the member will both endeavour to resolve the issue/s and the NFB will provide assistance if needed through the regional Operations Executives.

3. If the issue/s or complaint cannot be resolved between the two parties, it is suggested that the case be referred to mediation in the first instance. Mediation is an effective way of resolving disputes without the need to go to court. It involves an independent third party - a mediator - who helps both sides come to an agreement. Both parties need to agree to mediation and there will be a charge for this service. The NFB will not be involved in or cover any costs of mediation or any other legal proceedings, and will only provide evidence it has gathered.

• The National Mediation Helpline (NMH) can give further information on mediation - 0845 603 0809.
• Other sources of advice on mediation include; Civil Mediation Council or The National Mediation Database
• There are also private mediation organisations that can assist.

Other routes to resolve issues, complaints or disputes are:

•  Adjudication - is where the parties involved appoint someone who is an expert in the subject to help resolve the dispute. It is common in the construction and engineering industries. The adjudicator is usually an expert in the field and is appointed to give an opinion on the issue to allow work to carry on. It's a more informal process than going to court.
• Arbitration – is a more formal process and is where an impartial outsider is appointed by both parties and asked to make a decision on a dispute. The arbitrator makes a firm decision on a case based on the evidence presented by the parties. Arbitration is voluntary, so both sides must agree to go to arbitration; they should also agree in advance that they will abide by the arbitrator's decision.
• Litigation - is the process of taking a case through court.

4. If the complainant and/or member do not agree to go to mediation, the complaint may be closed as the NFB has exercised the procedures.

5. Irrespective of the outcome of the complaint, the NFB has the power to expel a member from membership under Article 13 if the complaint reveals that the member has been found to have:
(a) breached the Articles; or
(b) breached the Code of Conduct; or
(c) acted contrary to the interest of the NFB;
The NFB will write to the member informing them of the suspension and at that point all NFB services will be terminated and the NFB logo should be removed from all of the company’s publications, website and vehicles. The member has 30 days to appeal to the suspension in writing. Should either an appeal not be forthcoming or the appeal is turned down by the NFB, the member will accordingly be expelled
 

Please see below to down load your copy of the complaints form.