Complaints Policy

‘ALL COMPLAINTS MADE TO EVESHAM UNITED FOOTBALL CLUB WILL BE TREATED WITH RESPECT AND DEALT WITH ATTENTION TO DUE DILIGENCE’

Our Aim is:

‘To provide a fair complaints procedure which is both transparent and straightforward to use’.

• To publicise the existence of our complaint’s procedure so that those with a complaint understand how to contact us.

• To ensure person(s) representing Evesham United Football Club understand the procedure if a complaint is received.

• To ensure all complaints are investigated fairly and in a timely way.

• To ensure that complaints are, wherever possible, resolved to the satisfaction all concerned.

• To gather information which enables the Football Club to improve in what we do.

DEFINITION OF A COMPLAINT

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Evesham United Football Club.

DEALING WITH COMPLAINTS – INITIAL CONCERNS (INFORMAL PROCESS)

Evesham United Football Club takes informal concerns seriously with the hope that the specific concern fails to develop into a more formal complaint. However, it is a requirement that any formal complaint follows the published complaints procedure.

In the event that any Youth Member, Parent/Carer, Club or FA Official or Coach feels that he or she has suffered discrimination, experienced or witnessed something of concern or that the Club’s Policies, Rules or Code of Conduct have not been adhered to they should report the matter to the relevant Football Club official.

Points of Contact:

The first point of contact for the youth football section will be the specific team coach. For other complaints beyond those which concern a team coach please contact one of the following officials informally in the first instance at:

Evesham United Football Club, Spiers and Hartwell Stadium, Cheltenham Road, Evesham. WR11 2LZ

Issues to do with football matters: The Youth Chairperson and Coach Liaison – Mrs K.Robinson

Issues that concern aspects of welfare: The Child Welfare Officer – Mr.R.Lewis

or the if appropriate beyond these two officials:

The Football Club Chairman – Mr.C.Wright

and / or Vice-Chairman – Mr.G.Bearcroft

Frontline Resolution:

For issues that are straightforward and easily resolved, requiring little or no investigation, a private word to the specific lead Team Coach, or if unavailable another Club Official, might remedy the issue or concern that has arisen. This is not to undervalue minor concerns, rather in some instances a solution to the complaint can be agreed uponquickly and to the satisfaction of all (an apology, explanation,or other action).

For example, it may be some aspect of Club Policy has not been fully understood by a parent, or incorrectly applied by a Coach, or The Club policy itself is unclear or contradictory. A private, personal, word with the ‘frontline’ 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 the coach, or Club Official will be required to report to The Youth Chair and The Welfare Officer the concern and a resolution offered so that this can be agreed and recorded in The Club minutes.

For wider minor issues that concern the Football Club rather than a specific team representation should be made to the Chairman or Vice-Chairman.

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 Football Club can both record and address the issue or concern.

Where a serious concern or issue arises, this can be reported to any Club Official who is required to pass this concern on to either The Youth Chair, The Welfare Officer, the Chairman or Vice-Chairman as appropriate.

In cases that may involve a complaint against the either The Youth Chair or The Welfare Officer then contact should be made directly to the Chairman or Vice-Chairman.

Once reported, The Youth Chair and Welfare Offer, or Chairman/Vice-Chairman, are collectively responsible for the investigation of any formal issue or concern and for applying the following guiding principles:

• The Complainant should be asked to make their complaint in writing detailing their complaint, and how they can be contacted so that The Football Club can keep them informed of progress or their complaint.

• That The Football Club will remain in contact with the ‘complainant’ and deal with the complaint constructively.

• The Complainant will receive timely confirmation by phone or email that The Football Club has received and is dealing with their complaint and that this should not be more than 5 days from receipt of the complaint.

• The Football Club will investigate the complaint and respond to the complaint in writing within 20 days of receipt (either with a proposed resolution, or details of further actions to be taken).

• The Club will investigate the complaint through investigation of time lines, 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 particular 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 statutory or common ‘law’ offence may have been broken, The Football Club will be duty bound to inform the relevant statutory authority.

• Complaints that have a general significance across the wider Football Club may initiate a wider consultationprocess. E.g. In the selection process of players for matches this could have implications for the interests of either parents, youth members and coaches;however, this could be viewed from differentperspectives. Therefore, this could involve wider consultation and may lead to formal discussions by The Club Committee;

• Sensitive complaints may need to be dealt with confidentially (e.g. that involve a Safeguarding context) and include guidance from specific Officers of The Football Club, e.g. Safeguarding or Respect Officer or from The FA.

• It is paramount that following all complaints reflection allows for all those concerned to move forward in a positive and constructive manner. Seeking to hide mistakes is counter to the wider interests of The Football Club, its Youth Members and any Volunteers.Therefore any investigation should be open, fair and respectful to all concerned.

Evesham United Football Club operates a no appeals policy.