NASUWT is the largest UK-wide teachers’ union. NASUWT is a progressive and continually growing union, working to reflect and represent members’ interests and views.

NASUWT aims to provide high-quality support and advice to all of our members at all times. The union wishes to be responsive to members and this procedure is intended to ensure that NASUWT members are aware that:

  • anyone wishing to make a complaint about union services knows how to do so;

  • the union responds to the complaint quickly and in a courteous and efficient way;

  • members’ complaints are taken seriously and properly dealt with; and

  • the union learns from complaints and, where complaints are found to be justified, takes appropriate measures.

How a complaint can be made

The procedure provides for two stages:

Stage 1 - Informal/problem-solving

Many complaints or potential complaints can be resolved quickly by discussing the issues with your local representative.

This is where the process should start and, unless there are exceptional circumstances, the informal stage should be exhausted as a first step.

Complaints at stage one may be made either in writing or orally.

Stage 2

This stage involves a formal complaint concerning a branch, lay officer or paid official of the Union.

The complaint should be made in writing to NASUWT headquarters and marked for the attention of the Complaints Manager:

  • by emailing [email protected]; or

  • by post to: Hillscourt Education Centre, Rose Hill, Renal, Birmingham B45 8RS.

To aid the investigation, the complainant should clearly set out the main issues.

An acknowledgement will normally be sent to the complainant within 48 hours of receipt of the complaint. An update will be provided within a calendar month.

The relevant line manager or National Executive Member will investigate whether the complaint is justified and will also advise the member of the findings.

If a complaint is about a National Executive Member, the Union’s President will investigate and respond.

Where a complaint is about a Regional Organiser, the Assistant General Secretary will investigate and respond.

Decisions made at Stage 2 are final.

Complaints about membership subscriptions

NASUWT Membership Team will advise on operation of subscriptions in the first instance.

Should the matter remain unresolved following contact with the team, a request can be made to escalate the complaint to a member of the Recruitment Team for review and final decision.

Complaints from employers

NASUWT takes all complaints seriously and has clear and robust internal procedures for those complaints raised by its members in relation to the services provided and the conduct of all officers and staff.

Feedback from employers is welcomed and monitored. You may give feedback by emailing [email protected].