Complaints Procedure

A complaint is anything a parent wishes to define as a complaint. This can be against any aspect of the running of Shouldham Football Club. There is no check-list as to what constitutes a complaint. There are two ways in which a complaint should be made

Informally to the Team Manager

Parents/guardians are encouraged to discuss any complaint constructively with their team manager.

The team manager will agree with the parent/guardian whether the matter:

Has been resolved satisfactorily
Should be referred to someone else and/or be investigated further
Should be raised as a formal complaint

The team manager and the parent/guardian should agree on the course of action and carry it out.

Formally to a Club Welfare Officer

If the parent/guardian wishes to make a formal complaint they should do so in writing, addressed to a Club Welfare Officer (CWO).

All complaint letters must be signed and dated by the complainant

On receipt of the written complaint, the CWO will acknowledge receipt of the letter within 3 working days and undertake to reach a decision within 28 working days
The CWO should inform the other committee office-bearers
The CWO will establish an independent panel of Committee members who shall consider the issue raised. The panel shall include coaching and parent representatives where possible. The panel should listen and evaluate the nature of the complaint and reach an agreement on the action to be taken
The outcome of the complaint will be communicated to the complainant in writing, giving details of any resultant action(s) taken
The outcome of a complaint will be reported to the committee at the committee meeting subsequent to the conclusion of the complaint
Due regard must be given to confidentiality at all times
A record of all formal complaints will be retained by the CWO