Terms & conditions

ACEVO is a membership organisation and members must pay an annual fee, to belong.

Members have certain constitutional rights as set out in the Articles of Association.

The specific benefits of membership (other than those provided in the Articles) are at the discretion of ACEVO and may be varied from time to time without prior notice.

Members are entitled to benefits (subject membership payment being received and a qualifying period for certain services) from the date on which they join/renew until the earlier of (a) the anniversary of their joining/renewing and (b) the date on which ACEVO ceases operations.

ACEVO membership applies to the individual who joins as a member and not to their organisation (irrespective of who pays for the membership).

Members will be issued with a membership ID number which may be requested when a member seeks to access member benefits.

Code of conduct

ACEVO strives to create a warm and welcoming environment for all. Our code of conduct applies to staff, trustees and other volunteers, service providers and also to ACEVO members and guests attending our events or accessing our services. Read more about our code of conduct.

Payment

The annual membership fee is based on an organisation’s most recently reported annual turnover.

Membership applies for a term of 1 year starting on the day of joining. Membership payment must be made in total before the benefits of membership with ACEVO can be received.

Payment can be made by Direct Debit.

If membership payment remains outstanding we will notify you by telephone, email or letter.

Membership applies from the first day of the month nearest to the date on which a member joins.

Membership fees paid are not refundable, including in the event that ACEVO ceases operations.

Multiple discounts cannot be used in conjunction with each other.

It is possible for a reduced associate membership cost if the CEO at the same organisation is also a member. Members are only eligible for this reduced cost when purchasing memberships at the same level. For example, a CEO with a full membership (excluding ACEVO Connect), their senior leadership team are eligible for the reduced Associate membership cost. If a CEO is a ACEVO Connect member, their senior leadership time are not eligible for the reduced associate membership cost, however can purchase an ACEVO Connect membership or full price Associate membership.

ACEVO Connect membership

ACEVO Connect is strictly for those working at not-for-profit organisations with less than a £100k turnover, CEOs in-between roles, and retired CEOs.

Anyone working for a commercial organisation or operating as a sole trader doesn’t qualify for membership.

ACEVO Connect membership is £50.

No discount code can be applied to an ACEVO Connect membership.

Membership applies for a term of 1 year starting on the day of joining. This will be from the first day of the month nearest to the date on which a member joins.

ACEVO Connect members may upgrade to a full or associate membership, at any time. The upgraded membership will start from the first day of the month nearest to the date on which a member upgrades. Any months remaining on the ACEVO Connect membership, will be discounted pro rata against the new membership. Those wishing to upgrade their membership should email [email protected].

Upon renewal ACEVO Connect members will be able to renew as a Connect member for £50, or upgrade to the full membership.

ACEVO Connect members won’t have voting rights.

Members who are between roles and working as consultants

We know that many chief executives who are between roles take on consultancy or freelance work while they look for their next position, and we don’t want that to stop you from being part of ACEVO Connect.

If you are between CEO roles and working as a sole trader or independent consultant, you’re welcome to join ACEVO Connect for one year. At renewal, we’ll ask you to confirm your circumstances. Membership can continue if you’re employed by a charity or not-for-profit organisation, or if you’ve retired, but it won’t be renewed if you are still working as a sole trader and are not employed by a charity.

While you’re a member, please use your membership as a leader between roles. ACEVO Connect is a space for peer support and learning, so we ask that you don’t use the Community, the Member directory, or event attendee lists to promote or sell your consultancy services, or to seek clients.

ACEVO’s guides, templates, reports, tools and other resources are created for the personal and professional development of our members, and remain ACEVO’s intellectual property. Please don’t share them with your clients, use them in your client work, or draw on them to develop or deliver services or products for clients. If a client would benefit from ACEVO’s resources, we’d be happy to talk to them about their own membership or other ways to access our work.

If your circumstances change at any point, such as taking up a new role, we’d love to hear from you, and we’ll be happy to help you find the right membership for where you are next.

Personal details

All information provided by you to us must be true and accurate at the point of applying. In the event of a change of circumstances such as moving jobs, change of contact details or any other change that will affect your profile, a member should update their profile through your account on the ACEVO website.

Benefits

Members of ACEVO will be able to access a range of services and benefits, each of which may have more specific terms and conditions separately. Member benefits are only accessible if membership is active. Member benefits change from time to time without prior notice.  

Transfer of membership

ACEVO membership is for an individual but if the individual leaves their organisation they must update ACEVO as soon as possible. If the individual has paid for the membership themselves, they may take it with them to their new organisation. If the organisation has paid for the membership, the membership will be transferred to the individual’s successor / interim successor. If a third party has paid for the membership, then the membership must remain within the organisation and transferred to the individual’s successor / interim successor.

If you know of their successor or interim successor, please can you ask them to complete our online membership transfer form with their details, which will create their profile (account) and enable us to set up their login so that they can then make use of the membership which has been paid for.

Please, note if you have permission to complete the form on their behalf you must use their details throughout, and not your own.

Renewal

ACEVO only accepts direct debit payment for membership renewals.

Membership is for the term of 1 year.

An email notification will be sent four weeks prior to the renewal date indicating the cost of the renewed membership and the date the payment will be taken. Payment is usually taken on the first day of the renewal month or last working day of the previous month.

Go Cardless (the direct debit payment platform) will also send an email three days before the renewal payment is taken.

If you would like to renew via direct debit please submit the form.

If membership lapses, the former member will not be able to access the members area of the website or other member benefits until the membership is renewed. If the membership is reactivated within one of lapsing, the membership will be retrospectively reactivated to the day following the original date of expiry.

The member should apply for membership within the turnover band most recently reported. In the event that the organisation for which member works has grown (or reduced) since the members joined/last renewed, the membership will be renewed in the turnover band most recently reported. Adjustments will not be made (in either direction) during a year.

We base your renewal category price on the last reported actual income that is available. We are unable to change a category based on estimations or assumptions for the end of the financial current year. Once the actual income is confirmed in your published annual report you will be able to renew at this rate the following year as we check the figure before sending out renewal notifications.

Cancellation

Membership services commence as soon as an application is processed. A member may cancel their membership at any time, but the membership fee will not be refunded.

Members must notify ACEVO in writing if they wish to cancel their membership by email at [email protected].

Data protection

By applying for membership of ACEVO, each member agrees that ACEVO may use their data for the following purposes:

• ACEVO may use a member’s contact details to send information relating to membership benefits and services
• ACEVO may send information and briefing material about potentially relevant sector issues
• ACEVO may provide a member’s contact details (including name, job title, and organisation) to other members who are expected to attend or participate in events and services which the member is expected to attend or participate in.
• ACEVO may store a member’s details electronically in order to process applications, invoices and otherwise administer membership benefits and services

Except in connection with the activities described above or where required to do so by law, we will not share your data with third parties without your permission.

Intellectual Property Rights

Copyright and all intellectual property rights in all material supplied by ACEVO to its members rests with ACEVO to the fullest extent possible.

Members may not reproduce, sell, hire or copy ACEVO materials without consent.

Limitation of Liability

To the extent permitted by law, ACEVO will not be liable by reason of breach of contract, negligence or otherwise for any loss or consequential loss occasioned to any person acting omitting to act or refraining from acting in reliance upon materials, information or opinion supplied by ACEVO. Consequential loss includes, but is not limited to, any loss of profits or anticipated profits, damage to reputation or goodwill, loss of business or anticipated business, damages, costs, expenses incurred or payable to any third party or any other indirect or consequential losses.

Force Majeure

ACEVO shall not be liable for any delays or failures in performance or breach of contract due to events or circumstances beyond its reasonable control.

Changes to terms and conditions

ACEVO reserves the right to change or update the terms and conditions without prior notice

These terms and conditions apply to all ACEVO staff, trustees, volunteers, members, non-members, guests, service providers and corporate partners.

Attendance

• ACEVO will confirm via email when they receive an online booking. One week prior to the event you will receive detailed event information. If you do not receive your event booking confirmation and detailed event information, please contact us at [email protected]   
• All stakeholders are expected to abide by ACEVO’s code of conduct. By registering for or agreeing to take part in an ACEVO event, you agree to meet the expectations set out in that code of conduct. We also expect all stakeholders attending events to comply with the terms and conditions of host venues.
• ACEVO will not be responsible for any expenses or other liabilities incurred as a result of attending any ACEVO event or programme. 
• Materials given to participants during an event are the intellectual property of ACEVO and the contents cannot be used reproduced, in full or part, without our prior written consent.
• Bookings are non transferrable.

• Most of our events are for members only, but we are pleased to open a number up to non-members. Where non-members are welcomed to ACEVO events, we ask that you are:

  • an aspiring CEO
  • a retired chief executives, not operating as a sole trader
  • an out of post chief executives, who are between jobs
  • a member of a partner organisation we are delivering the event with

  More details on ACEVO membership

Bookings, cancellations and refunds

• For member-only events we expect the attendee to be a current ACEVO member, both at the date of booking and the date of the event itself. 
• If ACEVO cancels or postpones a paid-for event you will receive a full refund. However, we will not be responsible for travel, accommodation or any other related expenses incurred.
• Cancellations must be received in writing to [email protected]. Cancellations received one month or more before the event are eligible for a 50% refund. Cancellations received less than one month before the event are not eligible for a refund. Refunds are not available on early bird tickets.
• Cancellations for Action Learning Sets must be received in writing to [email protected]. Cancellations received two months or more before the Action Learning Sets commence are eligible for a 50% refund. Cancellations received less than two months before the start of the Action Learning Sets are not eligible for a refund.
• Booking is a confirmation of attendance, unless cancellation is received in writing to [email protected]. All cancellation requests will be treated in line with the policy outlined above.
• We are not able to offer refunds for cancellations arising from events outside of our control, including adverse weather conditions, flooding, or industrial action.
• We reserve the right to change the venue of the event to another venue in close proximity.
• If you are no longer able to attend a pre-booked paid for event, it may be possible for you to transfer the place to another person within your organisation, subject to ACEVO’s approval. However, if this person is not an ACEVO member, a non-member fee will be charged.

Limitation of liability 

As far as legally permitted, ACEVO will not be liable for breach of contract, negligence, consequential loss, or otherwise as a result of action taken or not taken on the basis of information or advice provided in an ACEVO event or programme. 

Data protection

ACEVO is the data controller for the purposes of the Data Protection Act 1998. If you have any queries relating to the use of your data, email [email protected]

If taking part in an ACEVO event, you are agreeing that we may use your data for the following purposes: 

• We will use your contact details to send you information relating to the event you have booked and to request feedback.
• We may publish your name, job title, organisation and event attended within the participant group and as part of our promotional materials.
• We may use your contact details to send you information about ACEVO membership and other events, programmes and activities we offer.

Except in connection with the activities described above or where required to do so by law, we will not share your data to third parties without your permission.

Filming and photography

Some of our events are photographed and/or filmed. Attendees’ images may be used on our website and in marketing materials. If you do not want to be filmed or photographed, or you do not give permission for your image to be used please email [email protected]

The ACEVO mentoring scheme is a free service available to full and associate members.

It is intended to provide confidential space for reflection and discussion. The mentoring scheme, mentees and mentors are bound by our confidentiality policy, for details please see our terms and conditions. Requesting an ACEVO mentor indicates acceptance of our terms and conditions.

Our mentoring programme is supported by CCLA. 

Process and matching

Mentee and mentors are matched via our online platform. Matches are dependent on the number, experience and diversity of our pool of mentors, due to this we cannot always guarantee that a suitable match is available.

Time commitment

Mentoring partnerships are set up to last for 12 months, although you may find you need less/more time to meet your objectives. Most partnerships meet every 4 to 8 weeks. Therefore, over the course of the programme we ask you to commit to a minimum of twelve hours to the scheme.

Respect

The mentoring scheme is able to be free to members because our mentors generously give their time voluntarily. The majority of our mentors are chief executives and senior leaders within the ACEVO network.

As a mentee you will:

• Be respectful of your mentors time
• Be responsible for scheduling and arranging the meetings with your mentor
• Use your first contact as a chemistry meeting (checking if you would like to work with your counterpart) draw up clear objectives for the partnership as well as practical details.
• Be punctual and prepare for your sessions to make the best use of your opportunity
• Take responsibility for making your own choices
• Abide by ACEVO’s code of conduct

As a mentor you will:

• Listen and keep in confidence the issues your mentee shares
• Draw on your own experience to provide insight
• Use your first contact as a chemistry meeting (checking if you would like to work with your counterpart) draw up clear objectives for the partnership as well as practical details.
• Seek ACEVO’s advice if you are unable to support your mentee
• Abide by ACEVO’s code of conduct

Disclaimer

While the mentoring process will support the professional development of both mentor and mentee, the mentoring scheme should not be considered a substitute for professional judgment. The final responsibility for judgments and decisions made by participants on the ACEVO mentoring scheme, and the actions that flow from them, lie with participants.

Supplying mentoring services does not represent financial, management or consultancy advice. The mentor is not responsible for the accuracy or completeness of any information provided to the mentee. The mentee is advised to take suitable independent professional advice before acting on any information, suggestion, or guidance given by the mentor. ACEVO and the mentor will not, in any circumstances, be liable to the mentee or to any third party for any loss, damage, cost or other liability which occurs as a result of, or in connection with providing mentoring services to the mentee.

Support and feedback

The mentee or mentor may get in touch with ACEVO at any point during the partnership, please email [email protected]

We will check in periodically to see how the partnership is progressing. At the end of the partnership, we will ask for feedback on the scheme.

When things don’t work out

Sometimes things don’t work out. This can be to do with circumstances changing, practicalities or a lack of connection. If the fit doesn’t feel right, circumstances have changed or there is a conflict of interest you should agree to end the partnership and inform ACEVO immediately. Please don’t hesitate if you need to talk through any aspects of the mentoring partnership. Contact: [email protected]

Our support service offers the opportunity for members to share, reflect and positively move forward, often at times of professional challenge. This service incorporates support, governance, development and CEO in Crisis calls.

We take a person-centred approach to our work. This means that the member is at the centre of the service and treated as a unique individual. We support members to reflect and make choices based on their own autonomy. We are in a supporting role, not steering in any predetermined direction. If we provide information or guidance, we do this with impartiality and independence for the benefit of the member. Finally, we aim to create a safe space that is accessible and ethical. 

There may be occasions where we recommend or refer you to outside partners or associates, where your support remains with Acevo staff, this will be during office hours of 9am-5pm, Monday to Friday, with calls booked in advance. If contacting you by telephone, our team will phone your designated number from your referral form (if specified). Please note that incoming calls may show as ‘number withheld’.

Support responsibilities:

• Our team adhere to Acevo’s values and code of conduct, and are guided by the Global Code of Ethics for coaches, mentors and supervisors.
• Provide flexible support. We aim to reply to your request within 3 working days and offer a call within 5 working days. Future support will be agreed following the initial meeting.
• Offer information and signposting as appropriate to support the member with the resources to make their own decisions.

Member responsibilities:

• Responsible for their own well-being, decisions, and actions. Our support offer is not consultancy, or a substitute for therapy or other professional advice.
• Agree to communicate honestly and participate fully. If an appointment needs to be changed, members will contact their Acevo contact via email ideally 24 hours before the meeting.
• Abide by Acevo’s code of conduct where everyone is treated with dignity and respect.

Confidentiality:

• Content from support sessions is confidential, in accordance with Acevo’s confidentiality policy within our terms and conditions. This includes limited exceptions to maintaining confidentiality including legal obligations and our duty of care.
• Conversations and data are subject to Acevo’s privacy notice. Our team may make notes in delivering the service, these remain confidential and are destroyed in accordance with Acevo’s privacy notice.

CEO in Crisis:

• The purpose of the CEO in Crisis service is to support ACEVO members through a time in their CEO role where they feel their job may be under threat. The service consists of a safe space for members to discuss their specific situation in confidence and discuss strategies to work through and resolve the problem. This will involve coaching members through their challenge with the aim of achieving the best possible solution for the CEO under the circumstances.
• Members accessing the service are required to be in full membership. Full membership of ACEVO must be retained while support is received through the CEO in Crisis service until the situation is resolved.
• Members must complete the CEO in Crisis referral form agreeing to the terms and conditions before accessing the service.
• ACEVO reserves the right to withdraw the service from any member where it considers the support is being misused and alter terms and conditions with one month’s notice.
• ACEVO may ask your permission to provide feedback about our service. This is to enable us to evaluate the service to find out whether members are satisfied with the support we offer, to understand the impact the service has had on members’ experiences and to identify how the service might be improved.

Disclaimer:

• ACEVO’s CEO in Crisis support service provides coaching, guidance, information and signposting to support members. It is not a substitute for professional judgment and does not constitute legal, financial, employment, HR, governance, medical, therapeutic, management or other professional advice.
• Members remain responsible for any decisions or actions taken following use of the service and should seek independent professional advice appropriate to their circumstances before acting on any information, suggestions or guidance received.
• Information and guidance are provided in good faith; however, ACEVO does not guarantee that information shared through the service will be complete, accurate or suitable for a member’s particular circumstances. To the fullest extent permitted by law, ACEVO, its employees, associates and partners accept no liability for any loss, damage, costs or other liability arising from use of the service or reliance on support provided. Where ACEVO introduces or signposts members to third parties or external partners, any subsequent advice or services are provided independently of ACEVO.
• The CEO in Crisis service is not an emergency or crisis intervention service. If there is an immediate risk of harm to yourself or others, please contact emergency services or an appropriate crisis support provider. If you have a complaint, or are made to feel unsafe or unwelcome while using ACEVO’s services, please follow ACEVO’s complaints procedure.

At ACEVO, we believe in creating a safe space for you to seek information and advice, and share your feelings, without the fear of this information being shared outside of our service. This is why the information you share with us, whether in writing or by phone, is kept confidential wherever possible (please see below for the exceptions to this policy).

Confidentiality offered is between yourself and the service. By ‘service’, we mean ACEVO as an organisation, not individual team members. This is because we may sometimes pass details onto colleagues within ACEVO or, with your permission, to third party suppliers who may offer legal, emotional or other support. 

What does confidentiality mean in practice?

• We will not share the information you provide to us with other people outside of our service, unless with your explicit permission or at your request (eg if you ask to be referred for legal or other external support).
• Electronic information we hold about you will be stored securely on our database. Information on paper will be kept securely.
• We will not take third party requests for this service. We will not contact you by phone or send you information without first having direct contact from you
• General information will be collected for monitoring purposes. This is so we can understand the needs of our members using our service, report on this, and make improvements to our service. This information may also be used to identify trends in issues/concerns affecting our members which may be used to inform our leadership development and member learning activity.
• We may ask if you would like to be contacted in future to provide feedback about our service. This is to enable us to evaluate the service to find out whether members are satisfied with the support we offer, to understand the impact the service has had on members’ experiences and to identify how the service might be improved. We will always seek your permission to do this.
• Sometimes calls may be monitored for quality control and training.
• We work in line with the Data Protection Act and GDPR.

Breaking confidentiality – exceptions to our policy

There are some exceptional circumstances where we may break confidentiality; usually due to a legal obligation, or to ensure your safety, or the safety of others. These are:

• In the event that terrorism, money laundering or bomb threats are disclosed
• If we receive a statute or court order requesting that we share information
• If we are instructed to by the police
• Where there is risk of abuse to an adult or a child
• Where there is a serious risk to the safety of yourself or others
• In the event that staff and volunteers are threatened or abused
• In the event that the service is abused, preventing others from accessing the support they need
• In the event that someone is taking steps to end their life and we feel sure they do not have the mental capacity to make that decision.

In many of the cases listed the most appropriate response would be to contact the emergency services. If contacting emergency services does not seem suitable a decision to break confidentiality will be reconsidered. Where possible the member using any one to one member support service will be informed of our consideration about passing details to third parties. We will always attempt to collect information openly and honestly.

Reviewed: August 2026
Next review: June 2029

Introduction

At ACEVO, we are committed to providing high quality services to everyone who comes into contact with us, and to upholding the principles of equality and non-discrimination as outlined in the Equality Act 2010.

We welcome all feedback, whether a general comment, a suggestion for improvement, or a formal complaint, and we want to make it as easy as possible for anyone to tell us when something hasn’t been right.

If you feel we have not met the standards you expect, if you have felt discriminated against or unsafe, or if you need to make a formal complaint, this policy explains the process and what you can expect from us at each stage.

Who this policy is for

This policy is for the use of anyone who wishes to raise a complaint:  ACEVO staff, trustees, volunteers, members, guests, service providers, corporate partners, and any other person who has interacted with ACEVO or our services.

If you are a member of staff you can also refer to the staff handbook for guidance. For serious concerns such as illegal activity, fraud, or significant safeguarding issues, please refer to our whistleblowing policy.

What this policy covers — and what it does not

This policy covers complaints about:

• The conduct, language or behaviour of an ACEVO stakeholder during ACEVO events, activities, or interactions, including ACEVO-managed online spaces such as forums, social media channels, and digital events. A stakeholder is anyone who is employed by, volunteers with, partners with or provides services to ACEVO; our members; and delegates and participants at events whether members or not.
• ACEVO’s member benefits and services
• The way ACEVO has handled your personal data (see the data protection section below)

We want to be transparent about what we can and cannot act on, so that if you do raise a concern you know what to expect. Where your concern falls outside this policy, we will always try to signpost you to alternative routes.

This policy does not cover:

• Behaviour that occurs outside ACEVO-managed activities or spaces. This policy applies to events, activities, and interactions within the ACEVO network and ACEVO-managed spaces (including online). It does not extend to the general conduct of individuals within their own organisations or other contexts outside ACEVO. If you believe that someone’s conduct in their own organisation or in a wider context poses a risk to others we encourage you to report this to the relevant regulator or body, and we are happy to help signpost you to appropriate routes.
• Vetting or banning prospective members. We do not assess the historical behaviour of prospective members. All ACEVO members and stakeholders are bound by this policy and our Code of Conduct from the moment they join. Any discriminatory or inappropriate behaviour occurring within ACEVO-managed activities or spaces will be addressed in line with this policy.
• Opinions alone, without associated conduct. ACEVO values open and respectful dialogue and we are unable to act on complaints about personal views or opinions alone. However, where personal beliefs are expressed within ACEVO-managed activities or spaces through discriminatory language, behaviour, or correspondence that contravenes our Code of Conduct or the Equality Act 2010, we will act in line with this policy.
• We recognise that cases will sometimes sit in grey areas, particularly around online conduct or behaviour that spans both ACEVO and non-ACEVO contexts. If you are unsure whether your concern falls within the scope of this policy, we encourage you to raise it with us through the channels set out below so that it can be considered within this framework.

How to make a complaint

If your complaint relates to a member of ACEVO staff, please contact our head of finance and operations, [email protected] or our CEO, [email protected].

To raise any other complaint, please contact [email protected].  Please include your email address and phone number so that we can keep you updated throughout the process.

Your complaint will be assigned to a member of ACEVO’s senior management team (SMT) based on the nature of your complaint:

• Complaints about ACEVO’s services or programmes will be assigned to the relevant programme lead or the CEO.
• Complaints about the conduct of an ACEVO stakeholder (other than a member of staff) will be assigned to the head of finance and operations or the CEO.
• Complaints about a member of staff will be assigned to a member of the SMT who has no line management responsibility for the individual concerned. If the complaint relates to a member of the SMT or the CEO, it will be assigned to a trustee.
• Where a conflict of interest exists, an alternative SMT member or a trustee will be assigned.

The assigned SMT member or trustee is responsible for overseeing and progressing your complaint, keeping you informed at each stage, and ensuring that all timelines are met.

Our principles

At ACEVO we recognise the complexities of harm and the importance of accountability in leadership. We uphold the principles of the Equality Act 2010 and are committed to creating a safe and inclusive environment for all. We will approach every complaint with an open mind, prioritising the safety of the complainant while ensuring fairness for the subject of the complaint.

We start from the principle of believing the complainant, and making their safety while using ACEVO services our first priority.

We recognise that being the subject of a complaint can also be stressful. We will be transparent with both parties throughout the process, and keep both the complainant and the subject informed of progress at each stage.

Where the subject of the complaint is an ACEVO member or a member of staff, we will offer appropriate support depending on the nature of the complaint. Complaints between members of staff should be raised through our grievance procedure.

We want to encourage all our stakeholders to reflect, learn, and change their behaviours where necessary. This policy sets out a clear process with decision points, enabling us to take proportionate action at each stage. Where someone demonstrates willingness to take accountability for their behaviour, we will seek a restorative outcome where possible.

Where this willingness is not demonstrated, or where the seriousness of the complaint requires it, we may terminate an individual’s membership or their relationship with ACEVO. For employed staff, a complaint may lead to a formal disciplinary process. These are significant steps and will not be taken lightly, but we will take them when necessary.

Sometimes it will be challenging to establish exactly what has happened, particularly if an incident was not witnessed or recorded. We will always review all materials relevant to your complaint, and keep you informed of our progress.

Complaints about the conduct of an ACEVO stakeholder

The assigned SMT member or trustee will use the following process to handle your complaint. Not all steps will be needed in every case — the decision points below guide when to progress or escalate.

Step	Responsible	Action
1	Assigned SMT member/trustee	Contact the complainant within two working days to confirm receipt and arrange an initial meeting.
▶ Decision point: Is the complaint within the scope of this policy? If yes, proceed to Step 2. If not, the SMT member will explain what other options may be available.
2	Assigned SMT member/trustee and complainant	Meet with the complainant to hear the complaint in full. Agree a written summary, which is shared with and confirmed by the complainant.
▶ Decision point: Is there sufficient information to identify the subject and establish what occurred? If yes, proceed to Step 3. If further information is needed, move to Step 3a.
3a	Assigned SMT member/trustee	Gather additional information as needed: review relevant emails, social media records, digital event recordings or chats; speak to any witnesses.
▶ Decision point: Once sufficient information is gathered, proceed to Step 3b.
3b	Assigned SMT member/trustee and subject of complaint	Meet with the subject of the complaint to share the summary, hear their account, and explore whether they acknowledge responsibility and are willing to make amends.
▶ Decision point: Does the subject engage constructively? If yes, proceed to Step 4. If not, or if the seriousness of the complaint requires it, proceed to Step 5.
4	Assigned SMT member/trustee; independent facilitator if requested	Where the subject is willing, facilitate dialogue between both parties: opportunity for apology, understanding, and agreement on how to avoid causing harm in future. Agree check-in points (e.g. after attending relevant training; three months later) to review whether the resolution is working.
5	Assigned SMT member/trustee → CEO and/or board	If the subject does not engage constructively, or the seriousness of the complaint warrants it, the assigned SMT member/trustee presents a recommendation to the CEO and/or board. The CEO and/or board will consider whether to terminate the individual’s partnership or working relationship. The decision to terminate a member’s membership rests solely with the board, in line with ACEVO’s Articles of Association.* For employed staff, the matter will be referred to the disciplinary procedure.

* Termination of membership:

 In the rare event that a complaint against an ACEVO member is deemed serious enough to warrant termination of membership, that decision rests solely with the Board of Trustees.

A member wishing to appeal such a decision may do so by submitting a written notice of appeal to the Association within 14 days of being notified. The notice must set out the grounds on which the appeal is based, and the Board will arrange for the appeal to be heard in such manner as it considers appropriate.

Complaints about our member benefits and services

Where our member benefits and services do not meet the standard you expect, the assigned SMT member will use the following process.

Step	Responsible	Action
1	Assigned SMT member	Contact the complainant within two working days to confirm receipt and arrange an initial meeting.
2	Assigned SMT member and complainant	Meet with the complainant to hear the complaint in full and form an agreed written summary of the concern and the outcome they are seeking.
3	Assigned SMT member and relevant staff	Review relevant materials — for example event planning processes, the content in question and how it was produced or commissioned — and discuss with relevant staff how to avoid the issue recurring.
4	Assigned SMT member and complainant	Share proposed changes with the complainant and agree check-in points (e.g. after the next event; at the next content review) to confirm that they feel the complaint has been adequately addressed.

Complaints about how we have handled personal data

All complaints relating to the use of personal data are governed by data protection law. The Data Use and Access Act 2026 requires us to acknowledge receipt of complaints within 30 days, take appropriate steps to investigate and respond without undue delay, and to tell complainants the outcome of their complaint without undue delay.

Examples of data protection complaints include: an email sent to the wrong person; personal data shared insecurely; or personal data held when it is no longer necessary.

Data protection complaints should be addressed to [email protected] and will be forwarded to the head of finance and operations within two working days. A data protection complaint may also form part of a wider complaint.

Step	Responsible	Action
1	Head of finance and operations	Acknowledge receipt of the complaint within 30 days of receiving it (as required by the Data Use and Access Act 2026). Assign the complaint to an appropriate member of the Finance and Operations team.
2	Head of finance and operations	Investigate the complaint without undue delay, keeping the complainant informed of progress.
3	Head of finance and operations	Review the relevant data protection processes and identify what failed and why.
4	Head of finance and operations	Confirm the actions taken to remedy the failure, including any necessary reporting to the ICO or other relevant authorities. Advise the complainant of the outcome without undue delay.

If you are still not satisfied

If we cannot resolve your complaint through the process above, we will refer it to a Code of Conduct Breach committee of our board of trustees. This committee will be chaired by the vice-chair of the board; other members will be convened based on capacity, the details of the complaint, and any relevant considerations. They will explore the nature of your complaint, why a resolution could not be reached, and set out further proposals to resolve it. These will be discussed with you.

As a charity we are also regulated by the Charity Commission, and you may also use the Commission’s complaints procedure.

Timelines

After your initial contact we aim to confirm receipt within two working days and to arrange an initial meeting within eight working days (two weeks). Data protection legislation allows for a period of 30 days from receipt for acknowledgment; however, we will aim to confirm receipt in line with any other complaint.

Beyond this, we will manage complaints on a case-by-case basis, always aiming to be prompt and to keep you fully informed.

We aim to resolve all complaints within twelve weeks of receiving them. In cases where the complexity of a complaint means we expect it to take longer, we will let you know.

If we need to refer your complaint to the board, we will tell you the date of the meeting at which it will be discussed, and update you within eight working days (two weeks) of that meeting. Clear minutes will be kept and you will receive full details of discussions relevant to your complaint. If any deadlines cannot be met, you will be kept fully informed.

Proceedings and records relating to complaints will, as far as practical, be kept confidential.

Governance

All formal complaints will be logged in ACEVO’s complaints log, which is maintained by the administration and operations officer. The log records the nature of each complaint, the process followed, the outcome, and any learning or process changes identified.

The complaints log is reviewed by the CEO and reported to the full board on an annual basis. Serious complaints — including those that may require board-level action or that carry reputational, legal, or safeguarding implications — are reported to the board at the time they are raised, with follow-up reporting as relevant.

The board is responsible for satisfying itself that complaints are being handled promptly, fairly, and in line with this policy, and that learning from complaints is being applied to improve ACEVO’s services and culture.

How we will act on the outcome of your complaint

As part of our process, we will always review internally how our processes allowed the issue to arise, and set out the changes we will make to prevent it recurring. We will let you know what we are planning to change, and welcome your feedback on whether those changes have been clearly communicated and are having the intended effect.