Feedback, Complaints and Concerns

Any attendee may approach any member of staff if they have feedback, an Out Of Character (OOC) concern or a complaint. If a situation has occurred In Character (IC) then it should be resolved IC. Players should not use IC actions to resolve OOC concerns or vice versa.

Full Time Volunteer Staff at Wyld West

• Game Team: Identifiable by their white tabards with an R on the front and back, and their Referee Call Sign across the back. Located at Referee HQ.
• Game Organisation Desk (GOD) team: Located at the "Post Office".
• Permanent NPCs: Such as Village Elders.

Stage 1 Policy for Concerns or Complaints: Informal Resolution

If you have a complaint or concern, in the first instance see if it is possible to resolve it directly. For example, if someone is using a rite incorrectly or seems to be taking too many hits, they may have an IC advantage you are not aware of. They may also have made a mistake or misunderstood the rules. In this circumstance a friendly OOC conversation can be the solution.

If the above is not possible, most complaints, concerns or minor rules breaches at events can and should be dealt with directly at the time by staff members where players are involved. Examples include:

• Alerting a player to a broken rule.
• Letting someone know their blows are not pulled.

Alternatively, concerns can be addressed through discussion between staff members if there is a dispute between them.

This stage does not apply if a complaint or concern has been escalated or resolved previously. In such cases concerns and complaints should be escalated to the Event Manager, Game Manager or the Directors.

Staff should not deal with concerns and complaints on their own unless they feel absolutely comfortable to do so. Even if they do so and feel the situation is adequately resolved, the incident should be reported to either the Game/Event Manager or a Director if any kind of conversation has occurred.

Staff do not need to record instances such as reminding someone to take a hit or how a spell works. This ensures clear communication and that Wyld West LARP is fully aware should issues arise connected with this incident later. It also ensures that any person who has been spoken to by multiple staff members is noticed. This may be nothing more than a conversation, but it is important that multiple people are aware of any significant situation.

Stage 2 Policy for Concerns or Complaints: Escalation

Any staff member or player may escalate any concern or complaint for any reason. Staff members may also seek advice or support in dealing with concerns or complaints that have been brought to them.

Some concerns or complaints may immediately be escalated without moving through stage 1. Examples include:

• A staff member not feeling comfortable resolving something alone.
• A conflict of interest due to existing relationship(s).
• A concern or complaint that is clearly of a more serious nature.

Escalation should be made to, or advice and support should be sought from:

• Head of Game
• Event Managers
• Board of Directors of Wyld West

If you wish to speak to one of these people, please go to the Event Hut or GOD, where they are usually located, or can be reached by another member of their team.

Any person who wishes to discuss a concern or complaint with a person of a specified gender or other identity should let us know and we will do our best to accommodate these wishes. Anyone wishing to raise a complaint or concern may be accompanied by a companion.

All escalated incidents and resolutions at events are recorded in an event log kept by the Event Manager and shared with the Board between events. The event log is confidential as per the Wyld West Privacy Policy.

Minor stage 1 concerns and complaints raised with members of the Game Team will not usually be included in this record unless they are escalated to the Game Manager, Event Manager or the Board of Directors.

To raise a concern or complaint outside of an event please contact Wyld West LARP at: [email protected]

All emails outside of events are kept as a record in line with the Wyld West LARP Privacy Policy. Event records and emails can form a record about an individual or a situation that may be referred to later if further incidents occur. This information is held securely.

Stage 3 Policy: Wyld West LARP Major Complaints Policy

If a resolution is not found at stage 2, a concern or complaint can be further escalated. This policy refers to situations judged (either by the complainant, a relevant party or the Board themselves) to be of such significance that they need to be acted on at the Wyld West LARP Board of Directors level.

It is not necessary to go through any prior stage before bringing such a complaint to the Board. These complaints can occur at events or outside of events via email. Some concerns or complaints may immediately be escalated without moving through stage 1 or 2. Staff should never deal with concerns and complaints of this nature; they should be escalated immediately.

Complaints are always dealt with by considering the wishes of the complainant in terms of actions taken. However, Wyld West LARP may sometimes need to take action without involving the complainant. For example, a person may be banned from events following a complaint if the company feels this is merited.

Wyld West LARP supports the decisions of the complainant regarding whether to involve an outside party (for example the police), and will support the complainant in whatever decision they make. The only exception is if the law appears to have been broken. In such circumstances Wyld West LARP is required to report incidents to the police, for example a fight or theft of property.

Confidentiality

Complaints can be made without alerting the complainee. This can mean that Wyld West LARP are limited in the actions they can take. For example, if someone makes a complaint about a person’s behaviour and asks for the accused person not to be approached, then the behaviour may not change.

At the judgment of the company, an individual may be immediately banned from attending Wyld West LARP events, including being asked to leave an event they are attending. In such circumstances a right of appeal exists, as outlined below.

Meetings and Resolutions

• Where a major complaint is judged less serious than requiring removal from an event, but still significant, the complainant will be asked to have a meeting with at least two members of the Wyld West Board of Directors.
• A companion may attend this meeting. The Board should be told who has been chosen, if anyone.
• If outside of an event, meetings may be conducted via telephone or video call. Minutes will be provided.
• If no further action is taken, the discussion will be kept on record.

If further evidence is required, enquiries may be made with the complainant’s permission. At least two members of the Board will review information to establish the best course of action. Possible outcomes include:

• Talking to the complainee to inform them a complaint has been made.
• Banning a person from attending events.
• Requiring individuals to avoid each other.
• Restrictions on participation in certain activities.
• Suspension from attending a limited number of events.
• Permanent ban from all Wyld West events.

The complainee will be informed of the complaint, may respond in writing, and may request a meeting with the Board. They may also be accompanied by a companion. Minutes of meetings and agreed actions will be shared with the complainee.

Right to Appeal

If a decision restricts a complainee’s access to events or areas of events, they may ask for the decision to be reviewed. If agreed by the Board, a meeting will take place with at least two members of the Board who were not involved in the original decision.

Confidentiality and Disclosure

Complaints are confidential. Wyld West LARP will not discuss the details of a complaint with anyone except:

• The complainant and any permitted persons.
• (If appropriate) the complainee and their chosen companion.

This includes outcomes of complaints. Wyld West LARP does not routinely disclose bans, except in rare circumstances.

Members of the Board may not investigate or review complaints involving themselves, family members, or conflicts of interest.

Wyld West LARP does not routinely discuss complaints with staff team members. In some cases, specific staff may be informed of the outcome if necessary for their role.

The Game Manager, Event Manager, Game Management Teams and the Directors may need to be informed of the progress or outcome of a complaint process in order to fulfil their roles.