This procedure is applicable to all Club members, adult or junior, player or supporter.
All complaints should be taken seriously. They should be treated respectfully and a solution should be found that is acceptable to both parties. All discussions should be conducted calmly and should not be allowed to become heated or aggressive.
The first point of contact should be with the Team Manager. In most cases he should be able to resolve the situation. The complaint can only be considered to be resolved if both parties are satisfied with the outcome.
If it is not appropriate to speak to the Manager, possibly because the complaint is about the Manager, the complaint should be taken to the Coach for that team.
If a solution cannot be found within the team, or if it is felt that it is not appropriate to discuss the situation with the team’s management, the complaint can be taken direct to the Club Chairman, Secretary, Welfare Officer or any other suitable adult. This individual should then try to resolve the situation if they feel that this is possible, or escalate it to the Welfare Officer and/or Chairman. If no solution can be found, the situation should then be brought to the club committee if appropriate.
If it is considered necessary, a meeting can be arranged between the individuals involved. The Club Welfare officer should be present at this meeting as a neutral observer, and can be invited to comment at the end of the meeting.
The intention is to provide a structured escalation path for the complaint if necessary and it is hoped that the situation can be resolved as quickly as possible. However if at any point the complainant feels that it is appropriate to do so they should contact the Club Welfare Officer who will endeavour to help bring the complaint to a successful conclusion.
