Complaints Policy & Procedure

The aim of Carryduff Colts is to promote football skills at all levels within a fun, safe and secure environment, ensuring that:

  • All participants receive good quality coaching and training.
  • Each participant feels valued, grows in confidence and is treated equally.
  • Productive partnerships are established with parents and others who are involved with young players.

If any member/parent/guardian feels that he/she/they have suffered discrimination in any way or that the Carryduff Colts FC Policies, Rules or Code of Conduct have been broken or wishes to make a complaint, they should follow the procedures below.

Principles

1.1          In any football club, differences and misunderstandings may arise. Successful resolution of differences depends on the willingness of the parties involved to communicate with one another. In the first instance, where possible, the Club will look to resolve complaints informally at coaches level.

1.2          Where a complaint cannot be resolved informally, a formal complaint should be made in writing, via email, to complaints@carryduffcolts.com . Formal complaints will be investigated by an individual or panel appointed by the Club’s Committee.

1.3          It is intended that complaints procedures should:

      1. be easily accessible
      2. ensure that all complaints are fully and fairly investigated
      3. ensure that the complaints process provides an adequate response
      4. ensure that proper redress is made (if applicable)

1.4          The Club will respect a complainants’ desire for confidentiality wherever possible

1.5          The Club will use the feedback provided by both informal and formal complaints to ensure that its systems and services are improved.

What is a Complaint?

2.1          A complaint is an expression of dissatisfaction with the conduct of the club, its committee(s), coaches, volunteer officers, players, or with alleged unfair practice in connection with the club.

2.2          Grounds for a complaint shall include, but shall not be limited, to the following:

      1. if the conduct of any individual, body, or organisation brings or is likely to bring the club into disrepute
      2. the violation of the Club’s Constitution or Procedures

2.3          A Complaint may be made by:

      1. a member of the Club where the complaint concerns the Club
      2. the parent of or other person with parental responsibility for a member of the Club under the age of 18 years on his/her behalf
      3. any third party where the complaint concerns the Club

2.4          No complaints may be made under this policy about decisions made by referees at competitions held under the authority of the Club. Appeals procedures exist in respect of these matters.

Informal Complaint

3.1          It is clearly desirable for any complaint to be resolved informally where possible, and it is hoped that every attempt will be made to achieve this. An informal complaint can be made either verbally or in writing to the Head Coach of the appropriate year group directly. Every effort will be made to resolve informal complaints to the satisfaction of the complainant. Where it has not been possible to resolve the matter informally, the Formal Complaints Procedure should be invoked. The request should be made in writing to complaints@carryduffcolts.com. If the complaint concerns a Club committee member, the complaint should be made to the club’s Chair.

Formal Complaint

4.1          A formal complaint should be made in writing to complaints@carryduffcolts.com where a complaint has not been resolved informally or where the matter is of a serious nature. Complaints of a serious nature would include gross misconduct, negligence or matters concerning the protection of young people or vulnerable adults. Verbal and anonymous complaints shall be reviewed for general improvement purposes but will not be investigated through the formal complaint’s procedure.

4.2          A complaint must normally reach complaints@carryduffcolts.com no later than thirty days after the alleged incident that gave rise to it.

4.3          Complaints that fall outside the authority of the Club may be referred to the appropriate Body.

4.4          Complaints about the protection of children or vulnerable adults may be referred to the Police or Social Services.

4.5          Complaints alleging criminal activity may be referred to the Police.

Investigations

5.1          Where a formal complaint has been received, the Club may appoint one or more individuals to investigate. The Investigating Officer(s) will be independent of the matter being investigated and will remain impartial.

5.2          The Investigating Officer(s) may ask that other individuals take part and give evidence and/or that further written documents or other evidence be supplied by any or all of them. The Investigating Officer(s) and Complaints Panel may recommend provisional suspension of an individual, group or member whilst they are investigating.

5.3          Any improper contact, approach or trying to influence or intimidate any Investigating Officer(s), witness or representative either in person, online, or through an intermediary must be at once reported to the Committee who may take such action as they consider appropriate. Such conduct may form the subject of a complaint.

Decisions

6.1          The Investigating Officer(s) shall report their findings and recommendations to the Club’s Committee, who make their decision on cases before it by majority.

6.2          The Club’s Committee may make whatever order it considers; such action may include:

– Warn as to future conduct

– Suspend from membership

– Remove from membership any person found to have broken the Club’s Policies or Codes of Conduct.

6.3          The decision of the Club’s Committee shall be final and binding. It will be communicated to the complainant in writing by the Club Secretary of the Club or another member of the Management Committee.

Confidentiality

7.1          As far as is practical, confidentiality shall be preserved in the investigation of a complaint. Such an approach is in the interest of both the complainant and any other person or persons involved. If, however, another person is named in a complaint, we believe that normally they should know what is said about them and who is making the complaint. The Club may also act if a complaint is found to be malicious.