ECPR

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Complaints Process

The following process is designed to receive all complaints related to the ECPR, our services, events and activities and all breaches of our Code of Conduct. If you wish to make a complaint you can do so either in person during an ECPR event, via the complaints@ecpr.eu email address or anonymously using this form.
 
For these purposes, a complaint is defined as a written expression of concern about the provision of a course, event or programme of study, a related aspect of service or a facility, or against an individual. Grounds for a complaint might include the following:
  • Dissatisfaction with standards of tuition or academic provision at an ECPR training event. For example, quality of teaching; provision of academic support and feedback; course content delivered not being as advertised etc.
  • Misinformation about an academic or plenary programme at an ECPR research event.
  • Dissatisfaction with the local facilities at any ECPR event, including catering; AV and room provision; health and safety provision etc.
  • Dissatisfaction with the levels of service, communication or professionalism of ECPR staff and contractors (including journal and book series editors, MS Instructors and Teaching Assistants etc); local staff and service providers; and exhibitors at events.
  • Any actions considered to be a breach of the Code of Conduct.
All complaints will be assumed to have been made in good faith, irrespective of whether they have been raised anonymously, or in person. Where a complaint is found to have been made maliciously, it will be dismissed but a record kept on file.
 
We endeavour to keep our complaints procedure simple, clear, fair and transparent, with mediation and informal resolution an option at any point. Complaints will be handled sensitively, courteously and confidentially and in line with our Privacy Policy. All complaints will be dealt with as quickly as possible to avoid issues becoming protracted.
 
We understand that reporting a complaint can be difficult. To help with this, we aim to make the process as clear and straightforward as possible and to deal with. he steps in the process are as follows:
  • Initial Reporting – this can be anonymously, via email, or in person to a Duty Officer or member of staff
  • Investigation – if a formal complaint is made, this will be escalated to an ECPR manager in the first instance, who will seek to gather relevant information
  • Decision on further action – once all information has been gathered, a decision will be made to either dismiss or uphold the complaint and what further action may be required
  • Conclusion – all relevant parties will be informed of the outcome (where a complaint was made anonymously, this will not be possible).

Making a complaint

We have a three stage complaints process as detailed below and in the Complaints Flowchart.
 
Stage 1 – Informal / Local Resolution
When making a complaint or reporting a breach of the Code of Conduct during an ECPR event, the issue should initially be raised with the designated Duty Officer or a member of ECPR Staff. If it is not possible to resolve your complaint at the time or during the event, it can be escalated to Stage 2 of our process.
 
Stage 2 - Formal Procedure
Where the complaint has not been resolved or dealt with satisfactorily locally, a formal complaint can be submitted in writing. This process can also be used when reporting an incident or complaint anonymously or outside of an ECPR event.
 
Formal complaints should be sent via email to complaints@ecpr.eu or made anonymously using this form. All complaints should normally be made within 21 days of the alleged incident, matter or concern.
 
At this stage, it is helpful for the complainant to provide details of their complaint, as well as details of any attempts to resolve the matter locally. Where necessary, appropriate evidence to support any allegations such as signed witness statements, letters, emails and any other relevant information, should be included. Where a complaint has already undergone Stage 1, we will also take our own report into consideration.
 
Where no details of the allegation, supporting evidence, statements or other information is provided in relation to the formal complaint, we reserve the right to not progress the complaint further.
 
We will investigate anonymous reports as far as is possible and where future recurrences could be preventable will seek to take action. In these cases, it will obviously not be possible to provide the complainant with a formal response.
 
Resolution of Formal Complaints
We will endeavour to resolve all complaints with the input of the affected parties, where possible. A designated senior member of ECPR will be assigned to your case and depending on the nature of the complaint will determine the best course of action, which could include meeting with a senior member of staff or a Trustee to seek advice or further information; sharing the details of complaint (anonymised if appropriate) with others in order to investigate and/or seek resolution; or proposing mediation between parties if appropriate or desired.
 
Stage 3 – Conclusion
If you have raised a complaint and provided your name and contact details, you will receive written notification of the outcome. This will confirm whether the complaint has been upheld or not, and any further action to be taken, if any.
 
A report on the nature and outcomes of the complaints received will be prepared by a designated member of staff to assist in monitoring the effectiveness of the Complaints Process. The report will identify relevant issues and, where necessary, ensure that procedures are revised and assessed as appropriate. These reports will be submitted for consideration to the Executive Committee on a biannual basis.
 
Duty Officer
A Duty Officer is appointed from amongst the ECPR staff in attendance at all our events and activities. This person will be available throughout the duration of the event, during both the academic and social programme, normally in the registration area.
 
Details of who they, where they can be found and how they can be contacted will be made available to all participants before and during the event on the website and in published event literature. The Duty Officer will take an initial report and determine the next course of action, referring complaints through to the appropriate channels. In case of an emergency, they hold contact details for the local host and facilities management; law enforcement; sexual assault helplines and services; mental illness crisis support; emergency and non-emergency medical providers; and taxi companies.