Complaints
Introduction
British Basketball Federation (BBF) is the National Governing Body of Basketball in Great Britain.
Who are our customers?
Our primary group of customers is stated in our constitution. However, in the broader context, our customers include everyone willing to be involved in basketball including members, players, club and regional staff, coaches, officials and volunteers.
Mission
Transforming people’s lives through basketball.
BBF is committed to creating, underpinning and delivering quality opportunities for membersat all levels across the United Kingdom. For our customers we aim to:
- Ensure a safe and welcoming environment.
- Offer a wide range of activities
- Conduct regular surveys to listen to your views and suggestions
- Safeguard your personal information you provide and comply with the General Data Protection Regulation
- Maintain up-to-date policies in Child Protection, Adults at Risk of harm, Anti-doping and other relevant legal policies as they arise.
- Maintain the rules of play for wheelchair basketball in line with the International Federation in the best interest of the membership.
We promise:
- To carefully consider all comments, complaints and suggestions received
- To reply to all written communications within fourteen working days
- To maintain points of contact for any issues
- To notify customers of any changes to the working hours of the office in advance
- To maintain a website to provide up to date information
- To ensure that all BBF equipment is in good working order
- To display changes to regulations promptly and in an accessible format.
- To provide fully trained staff to give expert advice
Feedback process
Whether satisfied or not with any aspect of the service you’ve received, or if you want to ask a question or air your views about British Basketball Federation developments, we encourage you to provide feedback.
Feedback Channels
If there is a failure to respond within the given timeframe, individuals are encouraged to write to the member to remind them of your enquiry. If no reply is received, contact the Performance Lead. If the request was made to the Performance Lead, contact the Chair.
Please remember that staff and Board Members may take leave or be out of the country at competitions which may delay responses BBF will always endeavour to respond courteously and promptly.
BBF reserves the right to not respond to abuse or repetitive questioning if it is considered to not be in the interest of the sport. An example would be repetitive questioning on matters already dealt with.
The Disciplinary Policy is in place and should be used for matters relating to the sport.