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Code of Conduct / Complaints Procedure

We expect a standard of behaviour from all staff, volunteers, and customers that aligns with our values.

  • We expect everyone to be treated in a way that is fair and equitable
  • We expect all staff, volunteers, and customers to treat others with dignity and respect
  • We expect all staff, volunteers, and customers to respect and understand the need of organisations to work collaboratively with others
  • We strive for empowerment and participation and ask the same from those we work with
  • We strive for accountability and ask the same from those who we work with
  • We expect all those connected with Pinkston to act as responsible citizens
  • We are a community and invite everyone involved with Pinkston to be an active and valued member of that community

Glasgow Watersports Seven Values are:

Equality, fairness and social justice

All Staff, Board Members, Volunteers, Customers and Suppliers must ensure that they treat everyone equally, fairly, impartially and ensure we consider social justice in all transactions. Language and behaviour at Glasgow Watersports must be conducive to productive and harmonious relationships.

We expect everyone to be treated in a way that is fair and equitable

Dignity and respect

At Glasgow Watersports we value diversity and recognise that different people bring different perspectives, ideas, knowledge and culture and that this difference brings great strength.

We expect all staff, volunteers, and customers to treat others with dignity and respect

Cooperation and collaboration

Collaboration and cooperation for Glasgow Watersports means working together to reach a common goal. It means leveraging peoples’ strengths and talents in a way that leads to greater results than when people try to accomplish the same single-handedly. The result is: the team owns the ideas and projects. The mantra for Glasgow Watersports is different people, same values.

We expect all staff, volunteers, and customers to respect and understand the need of organisations to work collaboratively with others

Empowerment and participation

At Glasgow Watersports we will empower those around us and encourage all to participate. We will share what we know. To Staff we will give respect, responsibility, and control over their own tools so that they can begin to create and innovate for themselves. We will lead by example.

‘Allow yourself to be inspired, excited, and delighted. Seek to inspire others in the way that you have been. Help and encourage others to find their points of awesomeness.’

We strive for empowerment and participation and ask the same from those we work with

Openness and accountability

Being open and accountable means being straightforward, direct, and having no hidden agendas or secret meetings. It means sharing information—good and bad. The team can solve problems because they get to the truth. When transparency is in place, openness, integrity, fairness, and truthfulness permeate an organisation or relationship.
Responsible citizenship

  • We strive for accountability and ask the same from those who we work with

Responsible citizens to Glasgow Watersports have knowledge about their role in their surroundings locally, in their own communities, their country, and their world. Responsible citizens participate in activities that make their world a better place. Responsible citizens are change agents that act out against social, economic, and environmental injustices.
Community

  • We expect all those connected with Pinkston to act as responsible citizens

Glasgow Watersports is keen to create a like-minded community for staff, volunteers, customers and suppliers. We want to encourage groups or individuals to engage in our activities that to benefit the community. Glasgow Watersports works towards the same common goal, which is to better the community by committing positive acts of voluntary work through a social business

  • We are a community and invite everyone involved with Pinkston to be an active and valued member of that community

Complaints Procedure

If you feel that the standard of experience you have had at Pinkston is not up to the level you would expect, or does not align with the values outlined above, then we would encourage you to raise the matter with a member of staff.

  • We believe that most issues can be most easily resolved through communication at the earliest stage.  As a first point of contact we encourage you to speak to any member of staff who should be able to help.  If this doesn’t reach a solution then you can request to speak with the Duty Manager.
  • If you do not receive a response you consider satisfactory then please can you direct any formal concerns or complaints to our General Manager
  • In the unlikely event that these steps do not rectify the issue then you can request that your complaint is directed to the board of trustees.

In relation to receiving a complaint we will endeavour to:

  • Where possible pre-empt challenges that may be faced by our customers
  • Ensure that all staff are trained and able to deal with the majority of queries that may arise, and that they are aware of how to escalate a concern if they are not able to address it personally
  • Ensure that all complaints are followed up in a fair and timely manner
  • If investigation into the nature of the complaint is required we will consider all information relating to that complaint
  • Learn and improve our service based on all feedback and complaints
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