General Approach and Principles of the Policy

Nairn Book and Arts Festival prioritises the safety and enjoyment of its volunteers. Should an issue arise during a volunteer’s time working for the Festival (at any point in the year), this policy is in place to allow volunteers to make complaints in confidence to a member of the festival team, and ensure the complaint will be dealt with to conclusion.

Any person, task, team, or incident that causes harm, distress, or discomfort to a volunteer should be reported and handled in accordance with this grievance policy.

Scope of the Policy: Who can use the grievance policy and why?

All non-paid and voluntary members of the Nairn Book and Arts Festival are protected by the Volunteers Grievance Policy. This includes trustees, committee members, and festival volunteers. The policy may also be used as a guide by contractors to the Festival to make a formal complaint whilst working for the Festival or with an employee of the Festival.

The types of problems that can be addressed by recourse to the grievance policy include the following types of disputes:

• Personal or work-related disputes between volunteers, or between volunteers and paid workers in an organisation.
• The breakdown of working relationships due to personality conflicts.
• Disputes arising over disciplinary issues.
• Misunderstandings about the nature of volunteers' roles, for example the boundaries of volunteer roles.
• Differing treatment between groups of volunteers or individual volunteers (or perceptions of such differing treatment).
• Inappropriate behaviour such as bullying, harassment or unwanted touching. In some instances, this behaviour can be criminal, and decisions will need to be made by individuals and organisations about whether to involve the police.

• Addressing any instance where a volunteer or group of volunteers has a complaint or dispute with another volunteer, group of volunteers, other worker or the organisation more broadly.

   

How To Make a Complaint

To make a complaint, please contact the festival Artistic Director at info@nairnfestival.co.uk

• When making a complaint, you should keep to the facts and avoid language that is insulting or abusive.
• Explain Clearly: State the problem, how you feel, and what you think would resolve it.
• Document: Keep notes of these discussions for your records.

If your grievance is against the Artistic Director, or you feel unable to approach them, you should raise it with the Festival Assistant at nairnfestivalassistant@gmail.com, who will inform the Chair of the Board of Trustees.

How Complaints Are Handled

All complaints to NBAF are handled seriously, with diligence and care. We aim to resolve all complaints to a standard that allows the volunteer to continue working for the Festival safely and with enjoyment.

Grievance hearing

The Artistic Director (or Chair if the grievance is against the AD) will call you to a meeting, usually within 5 working days, to discuss your grievance. You have the right to be accompanied by another volunteer or employee of the Festival. 

After the meeting, the Artistic Director /Chair will give you a decision in writing, usually within 24 hours.

If the Artistic Director /Chair needs more information before making a decision, they will inform you of this and the timescale.

Appeal

If you are unhappy with the decision on your grievance, you can raise an appeal. You should launch your appeal with the Artistic Director or the first person you contacted when issuing your formal complaint (for example, the Chair of Trustees or Festival Assistant).

You will be invited to an appeal meeting, normally within 5 working days, with the Board of Trustees. You have the right to be accompanied by another volunteer or employee of the Festival.

Crime

In all instances where a crime has been committed, please report the crime to Police Scotland using the 101 phone helpline. In addition, please immediately report the incident to the Artistic Director at info@nairnfestival.co.uk, including: the date, time and location of the incident, a description of the incident or crime, a description of the accused if known, and a witness statement.

If you are unsure if a crime has been committed, please contact the Artistic Director at info@nairnfestival.co.uk with the date, time and location of the incident, a description of the incident, a description of the accused if known, and a witness statement. We will discuss the incident with you and follow the grievance policy to either resolve the incident or report the crime.

Documentation and Archiving of Complaints

All grievances and complaints will be documented and archived for up to 7 years from the date of conclusion of the complaint.

If there are any questions regarding this policy or any other, please contact info@nairnfestival.co.uk

Date of creation: 29 January 2026

Date of next review: 27 January 2027