Feel the Force Day is committed to creating an environment that is safe, respectful and inclusive for everyone involved.
Concerns, grievances and complaints are not treated as disruption. They are information. When raised appropriately, they allow us to improve how we operate and how people experience the event.
This policy explains how concerns can be raised and how they will be handled. It applies to volunteers, crew, contractors, visitors, traders, partners and guests.
1. Purpose
We want people to be able to raise concerns early and safely, and for those concerns to be addressed fairly and proportionately. This policy sets out how we manage grievances and complaints in a way that protects safety, dignity and inclusion, while supporting continuous improvement.
2. Our Approach
We adopt a constructive and proportionate approach to handling grievances.
Our starting point is that many concerns arise from misunderstanding, pressure, poor communication or unclear expectations rather than deliberate misconduct. Addressing issues early, calmly and fairly prevents escalation and protects the experience of the event for everyone.
We aim to encourage early reporting, resolve issues at the lowest appropriate level, focus on remedy and improvement rather than blame, protect psychological safety and act firmly where conduct is serious or unsafe.
We are a small organisation and operate with agility. That means we use judgement and proportionality rather than rigid process wherever possible.
3. What Can Be Raised
A grievance or complaint may relate to behaviour, inclusion, safety, operational decisions, role allocation, accessibility barriers, communication breakdown or conflict between individuals.
If something feels wrong, uncomfortable or unfair, it can be raised. Individuals do not need to categorise a concern perfectly in order to report it.
4. Raising a Concern
Concerns can be raised through the online account grievance function within the user dashboard, or directly with a team lead, event control or a senior organiser.
Concerns may be raised during or after an event. Early reporting is encouraged so that matters can be addressed before they escalate.
Anonymous concerns may be considered, although anonymity may limit the ability to investigate fully.
5. Informal Resolution
Where appropriate, concerns will first be addressed informally.
This may involve clarifying expectations, correcting misunderstandings, facilitating discussion between individuals or adjusting arrangements. In many cases, a calm conversation and agreed next steps are sufficient.
Informal resolution does not mean minimising concerns. It means addressing them proportionately and quickly where possible.
6. Mediation and Constructive Resolution
Where a grievance involves conflict between individuals, mediation may be offered.
The purpose of mediation is to restore working relationships, clarify expectations and agree future conduct. It is not about assigning blame. It is about enabling people to continue participating safely and constructively where appropriate.
Participation in mediation is voluntary but encouraged where safe and suitable.
7. Formal Review
If a matter cannot be resolved informally, or where the concern involves serious misconduct, discrimination, safeguarding risk or repeated behaviour, a formal review may be undertaken.
A formal review may involve gathering statements, reviewing evidence and speaking to relevant individuals. Decisions will be made on the balance of probabilities and in light of safety and fairness.
Possible outcomes include:
– No further action
– Agreed corrective steps
– Behavioural warning
– Reallocation of role
– Removal from the event
– Restriction from future involvement
– Escalation to relevant authorities where legally required
We aim for outcomes that are proportionate and protective of those affected.
8. Psychological Safety and Fair Treatment
We are committed to ensuring that individuals who raise concerns in good faith are not penalised for doing so. Retaliation against someone who raises a concern is not acceptable.
At the same time, individuals subject to complaints are entitled to fair treatment. Allegations will be assessed carefully and proportionately.
Knowingly false or malicious complaints may themselves be treated as misconduct.
9. Safeguarding and Serious Misconduct
Where a concern relates to safeguarding, criminal behaviour or serious risk of harm, it will be escalated immediately in line with safeguarding obligations and legal requirements.
In such cases, informal resolution may not be appropriate and external authorities may need to be involved.
10. Confidentiality
Concerns will be handled with appropriate discretion. Information will be shared only with those who need to know in order to assess or resolve the matter.
Complete confidentiality cannot always be guaranteed where safety or legal obligations require disclosure.
11. Record Keeping
Where appropriate, records of grievances and outcomes may be retained for safety, pattern identification, improvement and legal compliance.
Records will be handled in line with our Privacy Policy and retained only as long as necessary.
See: Privacy Policy.
12. Learning and Continuous Improvement
We view grievances as part of a wider learning system.
After events, themes and patterns may be reviewed to identify operational gaps, cultural risks or training needs. Feedback is treated as intelligence that helps us improve future events.
This approach aligns with our Equality, Diversity, Inclusion and Psychological Safety Policy, which emphasises open reporting, proportionate response and continuous improvement.
13. Oversight
Event organisers are responsible for ensuring this policy is accessible, applied fairly and reviewed periodically.
As a small business, we reserve the right to apply reasonable discretion in managing grievances, provided decisions remain lawful, proportionate and consistent with this policy.
14. Acknowledgement
Volunteers, crew and other registered participants may be required to confirm that they have read and understood this Grievance and Complaints Policy before participating in an event.
Related policies and terms can be found here: Policies and Terms & Conditions.