The NEU is committed to providing members with the best possible support and advice and representation at all levels. The Union seeks to engage all members so that the NEU is the authentic voice of teachers. Elected local officers, NEU representatives and staff are trained and supported to be effective on behalf of members. The National Education Union aims to respond to all complaints within six weeks of receipt.
Individual Casework Support
The Union aims to provide a high level of casework support and legal assistance, where this is appropriate, to members, ensuring that staff and elected officers undertaking casework are trained and updated on changes within education, school staff and conditions and employment law.
Nevertheless there will be occasions when members have concerns about the conduct of their case, whether the caseworker is their NEU workplace representative, branch caseworker or a paid member of the staff of the Union.
Member complaints should, in the first instance, be brought to the attention of the union officer allocated to the case. If this does not resolve the issue the concerns should be put in writing to the relevant Regional or Wales Secretary.
Where there are complaints regarding the AdviceLine or Settlement Agreement Unit these should in the first instance be brought to the attention of the Head of AdviceLine.
In either case, should this not resolve the issue, the matter will be referred to the Joint General Secretaries for final consideration.
Collective Workplace Representation
Where possible NEU representatives at all levels will seek to resolve issues by representing the collective views of members. This may be through a joint negotiation or consultative committee or, in times of disagreement, in specially arranged meetings with management.
In this situation the view of the majority of members will be conveyed to management which may not be identical to an individual member’s personal view. This would not be a matter covered by this procedure.
There may however be concerns about the conduct of an NEU representative in this situation and this should, in the first instance, be brought to the attention of the NEU officer concerned and, if appropriate, to the group of members being represented. If this does not resolve the issues the concerns should be put in writing to the relevant Regional or Wales Secretary.
If the complaint is about the Regional or Wales Secretary this should be made in writing to the Joint General Secretaries at National Education Union, Hamilton House, Mabledon Place, London. WC1H 9BD or by email to firstname.lastname@example.org.
Benefits and Services
The Union has a number of affinity partners who provide benefits and services to NEU members. Should problems arise with any of these they should be raised in the first instance with the provider and if this does not resolve the issues concerns should be put in writing to the Assistant General Secretary, Recruitment and Membership, National Education Union, Hamilton House, Mabledon Place, London. WC1H 9BD or by email to email@example.com FAO: AGS Recruitment and Membership.
Disagreement with NEU Policy
The policies of the Union are discussed and agreed at the Union’s Annual Conference which takes place at Easter each year. The implementation of policy is overseen throughout the year by the National Executive Committee. National Executive Members on this committee are elected every two years.
Disagreements with policy are not covered by this procedure: members are encouraged to participate in policy discussions through the democratic structures of the Union. If you want to explore policy matters you can raise this with your local district secretary or national executive member. Contact details for your local district secretary and your national executive member can be found on the NEU Website.
For non-members, please see NEU non-member complaints procedure.