Complaints Policy

In the event that any player, Parent/Carer, Club Official or Manager/Coach feels that they have suffered discrimination, experienced or witnessed something of concern, or feel that the Club’s Policies, Rules or Code of Conduct have been broken, they should report the matter to The Club.

Less Serious Concerns

For issues that are deemed less serious and might be easily resolved, a private word to the team coach or other club official might remedy the issue or concern that has arisen. This is not to undervalue minor concerns, rather that in some instances a remedy can be decided upon quickly and to the satisfaction of all (an apology, explanation or other action). For example, it may be that some aspect of a club policy has not been fully understood by a parent, or incorrectly applied by a coach, or that the club policy itself is unclear or contradictory. A private word with the appropriate person (e.g. Coach) might be the obvious and simplest approach to take. The Club would expect the issue to be resolved within one week and if not satisfactorily resolved to be escalated to Chairman of the Club for further investigation. 

More Serious Concerns

There is always the potential for more serious concerns to arise that require a more significant intervention. In these instances, a more formal process is required so that the club can both record and address the issue or concern. Where a serious concern arises, it should be reported to any member of the Coaching Staff or Club Official who is required to pass this concern onto both the team manager and the Chairman of the club. Once reported, the Chairman is responsible for leading the investigation into  the concern.

The Complainant should be asked to make their complaint in writing to the Chairman detailing their complaint, and how they can be contacted, so the club can keep them informed of progress.

The complaint will be discussed and addressed by the Management Committee, who may co-opt General Committee members if they feel this is necessary.

The Club will remain in contact with the Complainant and deal with the complaint constructively and in a timely manner. An initial response confirming receipt of the complaint should be made within 5 working days and the Club will investigate the complaint and respond within 20 working days of receipt, either with a proposed resolution, or details of further actions to be taken.

The Club will investigate the complaint by looking at what might have gone wrong and/or what needs to be done to rectify the cause of the complaint. The Club will also assess whether someone has suffered any injustice, and what remedy would be fair and proportionate in the circumstances.

The Club will consider whether to consult or inform The FA in relation to any breach of FA rules or guidelines. Where the complaint indicates a law may have been broken, the Club will inform the relevant statutory authority.

Learning from something that has gone, or is going wrong, and putting right mistakes, is paramount. Therefore, any investigation should be open, fair and respectful to all concerned.

Complaints that have a general significance across the Club might necessitate wider consultation and discussion by the Club’s General Committee. Sensitive complaints may need to be dealt with confidentially and include guidance from specific Officers of the Club, such as the Welfare Officer, or from The FA.

The Club’s Management Committee will have the power to:

a) Remove from membership any person found to have broken the Club’s Policies or Code of Conduct.
b) Suspend from membership
c) Warn about future conduct
d) Take any other measures they feel are appropriate 

The decision of the Club’s Management Committee shall be final and there will be no right of appeal/challenge.

Within 7 days after the hearing, written reasons for the decision & copies of minutes from the hearing will be sent to the individual concerned.

Re-issued July 2023