Complaint Procedure

Frontline resolution

For issues that are straightforward and easily resolved, requiring little or no investigation, a private word with the team coach or another club official might remedy the concern. This is not to undervalue minor concerns — in some instances a remedy can be decided quickly and to the satisfaction of all, whether that's an apology, an explanation or another action. The club would expect the issue to be resolved within one week, and the coach or club official is required to report the concern and the resolution offered to the Chairman and Club Welfare Officer so it can be agreed and recorded in the club minutes.

More serious concerns

Where a serious concern arises, it should be reported to any member of the coaching staff or a club official, who is required to pass it on to both the Child Welfare Officer and the Development Officer. Once reported, those two officers are collectively responsible for investigating the concern and applying the following guiding principles.

• The complainant should be asked to make their complaint in writing to either the Child Welfare Officer or Development Officer, detailing their complaint and how they can be contacted so the club can keep them informed of progress.
• The club will remain in contact with the complainant and deal with the complaint constructively.
• The complainant will receive confirmation by phone or email that the club has received and is dealing with their complaint, no more than 5 days from receiving it.
• The club will investigate and respond to the complaint within 20 days of receipt, either with a proposed resolution or details of further actions to be taken.
• The club will look at what might have gone wrong and what needs to be done to rectify the cause of the complaint, assess whether someone has suffered any injustice, and decide what remedy would be fair and proportionate.
• 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.
• Complaints with general significance across the club may require wider consultation, and perhaps discussion by the Club Committee.
• Sensitive complaints may need to be dealt with confidentially — for example those involving a safeguarding context — with guidance from specific officers of the club or from The FA.
• Learning from something that has gone wrong, and putting right mistakes, is paramount. Any investigation should be open, fair and respectful to all concerned.