Complaints

Prospect always strives to provide the highest level of service to members. But we recognise that issues can arise, and have drawn up a complaints process to help us remedy them. This page summarises the complaints process download the full version (Prospect members), download the full version (Bectu members).

Initial steps

If you are dissatisfied with any aspect of our service, please speak to your local representative or full time officer in the first instance. Issues can often be resolved by discussing the problem and identifying a solution. If you are unsure who your representative or full-time officer is, please contact Prospect’s Member Contact Centre on 0300 600 1878; they will direct your call to the appropriate person.

If you remain dissatisfied after discussions with your representative and/or full-time officer, you have the opportunity of making a formal complaint.

Making a formal complaint

Please read the full procedure to check whether this is the appropriate mechanism for your complaint.

If you are happy that it is appropriate for you to proceed, please email a completed copy of our complaints form, along with any supporting documentation, to [email protected]

What is covered by the formal complaints procedure?

This procedure is for managing complaints made by Prospect members with regard to:

• a failure in Prospect service or any action on behalf of the union by a member of staff or elected representative that has directly adversely affected the complainant
• an individual who has taken any action or conducted themselves in a way which is thought to be derogatory to the interests of the union.

What is not covered by the formal complaints procedure?

This procedure does not cover the following:

• Make claims for damages or similar arising out of policy decisions by Prospect or
  contesting those policy decisions;
• Make a complaint about a breach of rule 2.5 (5) regarding a serious disciplinary
  concern involving the conduct of a Prospect member or elected representative. Such
  complaints will be dealt with under the NEC Disciplinary Standing Orders which
  implement Appendix 1 of the national rules. For complaints of this nature, please see
  https://library.prospect.org.uk/download/2025/00150
• Investigating grievances raised by Prospect staff.
• Investigation of complaints about Prospect made by staff;
• For complaints about subject access under the General Data Protection Regulations
  (GDPR 2018);
• Make claims for refunds of subscriptions unless directly related to service provision.

Complaints procedure for external bodies

This guidance sets out the procedure for external bodies to raise concerns about the conduct of a Prospect representative, whether they are an elected officer of the Union or a member of staff.