Complaints Procedures

Introduction

1. Arcadia Games acknowledges that sometimes things go wrong. We welcome all constructive feedback as it allows us to better respond to the needs of our community.

2. When something goes wrong, our aim is always to make you feel heard and supported, and so we commit to:

        2.1. Listening to complaints;

        2.2. Being open, transparent and accountable; and

        2.3. Acting justly and proportionately to put things right.

3. Arcadia Games is committed to responding to all complaints in a timely fashion to:

        3.1. Minimise any distress or disruption to GMs, staff, players, community members, and any other stakeholders;

        3.2. Demonstrate that Arcadia Games respects its GMs, staff, community members, and players;

        3.3. Protect our GMs and staff; and

        3.4. Protect the reputation of the Company.

4. These procedures are underpinned by Arcadia Games’ Values – community, safety, diversity, inclusion, and creativity.

5. Where these procedures call for panels to be formed to investigate complaints, they should be composed of safety council members that are independent to the complaint and as best as possible reflect the diversity of Arcadia Games and the community it serves.

6. Arcadia Games will make reasonable adjustments to these Complaints Procedures to enable access for those with a disability or difference.

7. Part One details how Arcadia Games responds to complaints about Arcadia Games, its GMs, and staff.

8. Part Two details how Arcadia Games responds to complaints about players and community members. This category also includes, but is not limited to: members, donors and supporters. 

9. Appendix A outlines what GMs and staff can expect if they raise a complaint.

10. Appendix B outlines what players and community members can expect if they raise a complaint. A version of this is available on our public-facing website.

11. The complaints process is managed by the Community Safety Coordinator in conjunction with the Safety Council. If the Community Safety Coordinator is the subject of the complaint, the process will be managed by another member of the Safety Council.

12. These procedures require all parties involved to respect and agree to strict confidentiality both throughout the process and after the process has concluded. 

Part One - Complaints About Staff & GMs

Introduction

13. Arcadia Games operates a “no retaliation” principle to support complainants who raise concerns for harmful, discriminatory or unethical behaviours among staff and GMs. Whether accusations are found to have grounds or not, Arcadia Games will prevent victimisation and other retaliatory behaviour towards the complainant. It is important that people are supported to speak up about any issues and it is to Arcadia Games’ benefit to resolve them as quickly  and as fairly as possible.

14. Complaints about Arcadia Games, Staff, and Game Masters (GMs) may come from:

        14.1. Arcadia Games Community Members, including Drop-In Players;

        14.2. Members of the public including our supporters or donors;

        14.3. Arcadia Games Staff; or

        14.4. Arcadia Games GMs.

The Initial Response

15. When a complaint is received, the Community Safety Coordinator will contact the complainant via the provided contact information within three working days to acknowledge receipt of the complaint. The Community Safety Coordinator may ask for further information from the complainant to ensure the complaint has a solid basis.

16. This acknowledgement will be written and will include access to these Complaints Procedures in a format accessible to the complainant.

17. The Community Safety Coordinator or a member of the Safety Council may attempt to resolve the complaint through arbitration as an intermediate step.

18. The complaint will be escalated to consideration by the Safety Council:

        18.1. If the complaint cannot be resolved informally, or

        18.2. At the request of the complainant.

Escalation to Safety Council

19. The complaint and any accompanying information will then be passed to the Safety Council for consideration. 

20. The Safety Council will arrange a meeting with the subject of the complaint. The subject of the complaint will be given the option to be supported at this meeting by another community member of their choosing. This person’s role during the meeting is to provide emotional support as an informed friend; they must remain impartial to the process and not attempt to present their own opinion or advocate one position or the other. Also present at this meeting will be a member of the Board of Directors and a Safety Council Member of their choosing, who will take notes. The notes will be read and signed by the subject of the complaint after the meeting to ensure agreement on what was discussed.

21. Considering all available evidence, the Safety Council will decide on an outcome.

Possible outcomes are:

        21.1. There are no grounds for the complaint. This is the end of the process. The complainant will receive a written reply addressing the issues raised in their complaint; or

        21.2. The complaint is upheld in part or in full. An inquiry into the issues raised in the complaint will be launched.

22.  The Safety Council’s decision is final.

Escalation to Full Inquiry

22. If the Safety Council decides to launch an inquiry into the issues raised by the complaint, the Community Safety Coordinator will write to the complainant within five working days, informing them that a panel has been appointed to investigate their complaint.

23. An inquiry panel will be made up of a Member of the Safety Council who is also on the Board of Directors and two other Safety Council Members, at least one of whom cannot also be a Member of the Board of Directors.

24. Depending on the nature of the issues raised by the complaint, the Safety Council may choose to appoint a neutral, unbiased person from outside the organisation to conduct the inquiry to ensure transparency.

25. The Panel may ask for further information from the complainant, including ascertaining what actions Arcadia Games could take that would constitute a satisfactory resolution to their complaint.

26. The Panel will be granted full access to Arcadia Games documents, CCTV footage, and online spaces for the duration of the inquiry and be able to consult the Safety Council with the permission of the Community Safety Coordinator.

27. The outcome of the inquiry will be a written report to the Safety Council containing:

        27.1. Details of the issues raised in the complaint and inquiry;

        27.2. The extent to which there are grounds to the complaint;

        27.3. Remedial actions that must be taken by the staff member or GM, with timescales; and

        27.4. Recommendations for further actions to be taken, including permanent removal from the roster.

28. Wherever possible, Arcadia Games will maintain full transparency with regard to reporting findings and any relevant actions taken. However, it is not always possible to share openly the outcomes of an inquiry. We will always inform the person who brought forth the complaint the outcome of the investigation.

29. The Community Safety Coordinator will let the complainant know the outcome of the complaint within one calendar month.

30. If the inquiry cannot be completed within that time, the Community Safety Coordinator will keep the complainant informed of the delay and tell them when they can expect a response.

31. This Panel’s response is final.

Part Two - Complaints About Players

Introduction

32. Arcadia Games is built on the belief that everyone has the right to play safely, without fear of being made to feel uncomfortable, unwelcome, or unsafe on account of biological sex, race/ethnicity, sexual orientation, gender identity or expression, cultural background, religious affiliation, age, neurotype, or (dis)ability status. In pursuit of this, we feel that it is important that complaints about behaviour involving community members (including players, regardless of whether their behaviour occurs during a game or elsewhere on Arcadia Games property) are dealt with fairly, openly and consistently.

33. Complaints about players can arise for a number of reasons. The kind of issues that may need to be addressed with players include, but are not limited to:

        33.1. Breaching Arcadia Games’ Code of Conduct;

        33.2. Not respecting the rules of the game(s) to an extent that interferes with others’ enjoyment of the space;

        33.3. Misuse or malicious damage of the Company’s equipment or facilities;

        33.4. Theft;

        33.5. Discrimination; and

        33.6. Acts of violence or abuse or other offensive behaviour or language.

34. Complaints may be made by:

        34.1. Other players;

        34.2. Arcadia Games Staff & GMs;

        34.3. Members of the public including our supporters and stakeholders; and

        34.4. Arcadia Games Community Members.

The Initial Meeting

35. When a complaint is received about a specific player, the Community Safety Coordinator will contact the complainant to acknowledge receipt of the complaint within three working days.

36. This acknowledgement will be written via email and will include access to these Complaints Procedures in a format accessible to the complainant.

37. The Community Safety Coordinator will then contact the player concerned within a further five working days. Where possible, if requested, complainant anonymity will be maintained, but this may not be possible. An initial meeting, which can be face-to-face or virtual, will be arranged between the Community Safety Coordinator and player to discuss the complaint in a supportive and non-judgemental way. 

38. The player will be given the option to be supported at this meeting by another community member of their choosing. This person’s role during the meeting is to provide emotional support as an informed friend; they must remain impartial to the process and not attempt to present their own opinion or advocate one position or the other. The Community Safety Coordinator may also be accompanied at this meeting by a Safety Council Member of their choosing, to make notes.

39. At this initial meeting, the Community Safety Coordinator may decide that there are no grounds to the complaint. This is the end of the process and no further action will be taken. The Community Safety Coordinator will contact the complainant to inform them that their complaint has been dismissed and outline the reasons why.

40. If at this initial meeting there is found to be substance to the complaint, the discussion will focus on what action is to be taken to achieve an expeditious and fair resolution to the complaint.

41.  An action plan will be agreed by the Community Safety Coordinator and player, which may include a period of probation for a set number of visits, targets to be met, limitations on play, and a date for review.  If all targets are met by the review date, no further action will be taken.

42. Notes of the initial meeting and actions agreed will be circulated to all persons present and will be sent for signature to the player concerned. The Community Safety Coordinator will contact the complainant to inform them that their complaint has been upheld and outline the actions taken. 

Escalation to Full Inquiry

43. If a resolution cannot be agreed upon at the initial meeting, or if the targets have not been met by the review date, the Community Safety Coordinator will inform the player that the complaint will need to be escalated to a full inquiry.

44. At this point, the Community Safety Coordinator may deem it appropriate to suspend the player’s access to Arcadia Games’ in-person and online venues pending the conclusion of the inquiry. This must be agreed by three members of the Safety Council in writing. This will prevent the player from accessing any of Arcadia Games’ spaces and will protect the player from any further allegations of misconduct.

45. Within five working days, the Community Safety Coordinator will write to the player informing them of the panel that has been appointed to investigate the complaint. This panel will be made up of the Community Safety Coordinator and two other members of the Safety Council.

46. The player will also be given a date, within four weeks of the initial meeting, when the panel will meet with them (face-to-face or virtually), to further discuss the complaint.

47. The player will be given the option to be accompanied at this meeting by a fellow community member of their choosing. This person’s role during the meeting is to provide emotional support as an informed friend; they must remain impartial to the process and not attempt to present their own opinion or advocate one position or the other.

48. The player may choose to submit a written response to the complaint in advance of the panel meeting or state their case at the panel meeting. Members of the panel will have the opportunity to ask questions of the player to aid them in deciding on an outcome.

49. Following this meeting, the panel will decide on an outcome. Possible outcomes are:

        49.1. There are no grounds for the complaint. The player has no case to answer and this is the end of the process. No formal record of the complaint will be made against the player; or

        49.2. The complaint is upheld in part or in full. The player will be issued a formal warning. A probationary plan will be created, which will include targets to be met and a date for                   review; or

        49.3. The complaint is upheld in part or in full and has grounds that constitute termination of Membership. The player’s access to Arcadia Games venues will be terminated and,         if applicable, the player’s membership status will be revoked without a refund.

50. The Community Safety Coordinator will write to the specific community member within five working days of the date of the panel meeting to inform them of the outcome.

Review Meetings

51. Players who are set a probationary plan under Paragraph (49.2) above will have a recorded review meeting with the Safety Council.

52. If all goals or targets have been met, the complaint will be closed.

53. If the goals of the probationary plan have not been met, or if the review meeting cannot be scheduled despite good-faith attempts, the Safety Council may choose to terminate the specific community member’s membership and/or access to Arcadia Games’ venues. This must be agreed by three members of the Safety Council in writing.

Opportunity to Appeal

54. If the player disagrees with the panel’s decision under Paragraph (49) or the termination of their membership under Paragraph (49.3) above, they have the right to appeal.

55. They must appeal in writing to the Board of Directors within seven days of being notified of the decision.

56. The Board of Directors will use their reasonable discretion to appoint a panel of at least three people who may include Members of the Board of Directors, Members of the Safety Council, or external persons, all of whom must not have had any previous direct dealings with the complaint.

57. Within one calendar month the panel will hold an appeal meeting with the community member who will have the option to be accompanied by a community member of their choosing in accordance with Paragraph (47) above.

58. At this meeting, the player will be given the opportunity to state why they consider the decision was inappropriate. The player may choose to submit a written response in advance of the appeal meeting or state their case at the appeal meeting. Members of the appeal panel will have the opportunity to ask questions of the community member to aid them in deciding on an outcome.

59. The Board of Directors will write to the community member within five working days of the date of the appeal panel meeting.

60. The decision of the appeal panel is final.

61. If the appeal panel decides to overturn a decision to terminate a players’ membership, they reserve the right to implement a different action plan, including conditions and a date for review. Failure to meet those conditions by the review date will result in immediate termination with no opportunity to appeal.

Support for Players

62. Arcadia Games follows up on all complaints. However, procedures involving complaints about specific players will be initiated under the assumption that all parties have the best intentions.

63. Confidentiality during these inquiries is paramount, not only to maintain the integrity of the inquiry but to protect all parties involved. The fact that an inquiry is being conducted and the details of it will only be revealed to those who need to know. Other community members involved in the inquiry will be instructed to maintain confidentiality and that discussing the inquiry may result in them facing complaints procedures themselves.

64. Arcadia Games acknowledges that a thorough inquiry takes time and that the wait can be emotionally challenging for the players involved. Arcadia Games will regularly update them on the progress of the inquiry and signpost to outside organisations to provide impartial support.

65. Wherever possible, Arcadia Games will maintain full transparency with regard to reporting findings and any relevant actions taken. However, players should be advised that it's not always possible to share openly the outcomes of an inquiry. We will always inform the person who brought forth the complaint if any merit to the allegation was found.

Appendix A - Complaints from Staff & GMs

66. Arcadia Games strives at all times to be a safe and enjoyable place to work. Our staff and GMs are entitled to the respect of the community for the hard work they do in supporting the game. All complaints from staff and GMs are treated very seriously. 

67. Staff & GMs should follow standard procedure for making a complaint. The complaint should first be raised with the Community Safety Coordinator in writing at safety@arcadiagames.co.uk. If the complaint concerns the Community Safety Coordinator the matter should be raised with one of the other Members of the Safety Council.

68. The Community Safety Coordinator (or a Safety Council member, where relevant) will contact the Staff or GM to acknowledge receipt of the complaint within three working days. This acknowledgement can be verbal or written.

69. The Staff or GM will be provided with a copy of these Complaints Procedures in a format accessible to them.

70. Complaints from Staff & GMs may concern:

        70.1. Other Staff and other GMs

        70.1.1. In the case of complaints about Staff or GMs, the GM raising the complaint becomes the complainant under Part One of these Complaints Procedures and those processes will         be followed.

        70.1.2. Arcadia Games acknowledges that Staff or GMs will find raising concerns about other Staff / GMs difficult. However, raising such concerns is essential to the continued safety         of our community, as is resolving them quickly, for the reasons outlined in Paragraph (3) above.

        70.1.3. In the case of complaints about another Staff / GM, the Community Safety Coordinator may attempt to resolve the complaint informally by arranging a conversation between         the parties concerned.

        70.1.4. This conversation will be mediated by the Community Safety Coordinator, or another

        Safety Council member agreed upon by all parties, to ensure the conversation is held in line with Arcadia Games’ values.

        70.1.5. This conversation, which can be face-to-face or virtual, will be arranged within a further five working days of the acknowledgement of receipt of the complaint (Paragraph                 (69) above).

        70.1.6. If a resolution cannot be reached through mediated conversations, the complaint will become formal and the processes detailed in Part Two of these Complaints Procedures will         be followed.

        70.1.7. In the case of complaints about a member of staff, the complaint may be referred to an external person to address an inquiry.

        70.1. A Player

        70.1.1. In the case of complaints about individual players, the staff member or GM raising the complaint becomes the complainant under Part Two of these Complaints Procedures and         those processes will be followed.

71. The GM or Staff Member raising the complaint can expect to be informed of whether their complaint has been upheld or not as well as any actions taken.

72. Arcadia Games reserves the right not to give the complainant full details of how their complaint has been resolved to protect the member of staff’s right to confidentiality.

Appendix B - Public Facing Summary

● All complaints should be made to the Safety Council.

● Complaints can concern specific players, GMs, or staff.

● You can raise a complaint by:

       ○ Emailing the Safety Council at safety@arcadiagames.co.uk; 

        ○ Speaking to a Safety Council Member in the venue; or

        ○ Filling out the Feedback Form

● The Community Safety Coordinator will contact you to acknowledge receipt of the complaint within three working days.

● The Community Safety Coordinator will let you know the outcome of your complaint within one calendar month. If the inquiry cannot be completed within that time, you will be kept informed of the delay and told when you can expect a response.