Complaints & Grievances
Last updated 11th July 2026 | Link to live document
1. Purpose
Dragon Gaming is committed to providing a fair and transparent process for resolving issues. We believe that addressing concerns early and openly strengthens our community. This policy ensures that everyone is treated with dignity throughout the process.
This policy sets out the same three-stage complaints process used across Dragon Gaming’s governance (see the Guild Charter, Section 12, and the Anti-Harassment & Code of Conduct Policy), so that however a concern arrives, it is handled consistently.
2. Scope
This policy applies to all members, volunteers, Game Masters and Guild Council members. It covers grievances related to:
- The conduct of other members or volunteers.
- Decisions made by Guild Councils.
- The general operation of Dragon Gaming activities.
Safeguarding issues, and any complaint touching harassment or a Code of Conduct breach, follow the Stage 3 route below regardless of where they first arise, rather than working through Stages 1 and 2 in order; see Section 4.
3. Our Three-Stage Process
Most concerns are resolved quickly and informally. Where that’s not possible, or where a concern is more serious, it moves through three defined stages:
| Stage | When to use it | Who handles it |
|---|---|---|
| Stage 1 – Guild level | Raise it with your guild’s Player Envoy. Most day-to-day issues (session conduct, minor disagreements, scheduling gripes) should be resolved here, informally and quickly. | Player Envoy |
| Stage 2 – Head Envoy | Used when the complaint is about a Guild Council member, Stage 1 hasn’t resolved it within a reasonable time, or the complaint is about a director or HQ’s handling of a matter. | Head Envoy |
| Stage 3 – HQ | Used when safeguarding, harassment, or a Code of Conduct breach is involved (these go straight here regardless of stage), when Stage 2 hasn’t resolved it within a reasonable time, or when the complaint concerns the Head Envoy. | HQ (the directors) |
A note on the Head Envoy.The Head Envoy is a fixed independent Arbiter, a non-director HQ volunteer, playing the same welfare and complaints role as a guild’s Player Envoy but at HQ level. This gives complaints about a director, or about HQ’s handling of a matter, an independent route that doesn’t go through the person the complaint concerns.
Where a complaint reaching Stage 3 concerns a specific director, that director takes no part in considering or deciding it.
4. How to Raise a Complaint
You don’t need to know exactly which stage applies before raising something, the Player Envoy or Head Envoy can help you work out the right next step. Whichever stage you’re raising it at, it helps to include:
- The date, location (or digital platform), and names of those involved.
- A clear description of the incident or concern.
- What you hope will happen as a result, for example an apology, a rule change, or a session move.
A complaint can be raised verbally or in writing. If email is easier, complaints reaching Stage 2 or Stage 3 can be sent to [email protected], which routes to the Head Envoy or HQ as appropriate.
5. The Resolution Process
We aim to resolve all grievances within 14 days of receipt, though this can vary with complexity, if it takes longer, you’ll be kept updated on progress.
- Acknowledgement. The Player Envoy, Head Envoy or HQ (whichever stage applies) will acknowledge receipt within 3 days.
- Review. The person handling the complaint at that stage will look into it, which may involve speaking to witnesses or the person the complaint is against.
- The response. You will receive a response outlining the findings and any actions taken.
- Escalation. If a complaint isn’t resolved at its current stage within a reasonable time, or you believe there’s a conflict of interest at that stage, it moves to the next stage as set out in Section 3. A Stage 3 decision is final.
6. Confidentiality & Non-Retaliation
Confidentiality. Complaints are handled discreetly. Only those who need to know in order to resolve the matter are told, and this includes protecting the complainant’s identity wherever possible. There may be situations, particularly where safeguarding or a legal obligation is involved, where identity cannot be fully protected; where this applies, it will be explained to the complainant as early as possible.
Protection. No member will be penalised for raising a legitimate concern in good faith. Retaliation against a complainant is a breach of the Code of Conduct.
7. Related Policies
This policy should be read alongside the Guild Charter (Section 12, Complaints Handling), the Anti-Harassment & Code of Conduct Policy, which sets out expected behaviour and possible outcomes, and the Safeguarding Policy for concerns involving children or adults at risk.
8. Review
This policy is reviewed annually by the Board, or sooner if a related policy changes in a way that affects it.