Mickleover 95 Football Club
Complaints Policy & Procedure

Our Policy is as follows:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone at Mickleover 95Football Club knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

Definition of a Complaint

Dealing with complaints –initial concerns (informal process)

Mickleover 95 Football Clubtake informal concerns seriously with the hope of the concern not developing into a formal complaint. However, formal complaints should always follow the complaints procedure.

• By email: complaints@m95fc.com
• Completing our online contact form available on our website under the ‘contact us’ tab.
• Speaking with your team coach directly who will liaise with the relevant person/s.

In most cases the ‘Team Manager’ (e.g.U9s Team Coach) or the individual delivering the coaching or teaching session, may often receive the first approach. It wouldbe helpful if our club volunteers were able to resolve issues on the spot. Recognising an error and apologising (without prejudice) where necessary may result in a swift and satisfactory resolution.

If a concern or complaint has been made a member of the committeewill telephone the complainant to gain greater clarification of the situation or in some cases it may be that a parent/carerwishes to request a meeting.

Any person, player or parent may make a formal safeguarding complaint at any time by putting the complaint in writing to the Club Welfare Officer.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. The person handling the complaint mustacknowledgeit within a reasonable time period. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint’sprocedure maybe attached.

Ideally complainants should receive a reply within 7 days and a definitive reply within 4 weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report shouldbe sent with an indication of when a full reply will be given.

Selecting the most appropriate procedure

Any initial approach may have the potential to develop into a complicated complaint. For that reason, it is very important tofollow the appropriate procedure from the outset, so that the interests of the individuals may be safeguarded and in order to seekto identify a resolution as quickly as possible. All complaints or concerns and outcome will be recorded by Mickleover 95 Football Club. All staff should inform the committee or Club Welfare Officer ofany incidents as there may be a reoccurrence in the future and it is helpful for the committee/Club Welfare Officer to have background information.