Complaints Procedure
Ryton Football Club Complaints Procedure
1. IntroductionThe main aim of the procedure is to allow complaints to be resolved by prompt intervention and action.
The procedure is also intended to complement and support the aims and objectives of Ryton Football Club (the Club) to deal fairly, honestly and openly with complaints and concerns raised by members of the Club and by visitors to the Club.
2. How the procedure works.
a) The procedure has 3 levels:
i) Local review
ii) Management Committee review
iii) Appeals Committee review
b) Local review
i) If the complaint arises from a football related incident it should be taken up with the appropriate coach or manager. To allow an effective investigation to take place it is essential that the matter is reported at the earliest possible opportunity and in any event within 7 days. The complaint may be made orally but it is preferable that it is lodged in writing. The Club secretary can supply a copy of the Clubs complaint form. The complaint will be reviewed by the coach or manager. The outcome of the review will be reported in writing within 7 days to the complainant.
ii) If the complaint arises from a matter other than football it should be taken up with the Club secretary. The complaint should be made within 7 days, as at i) above it is preferable that the complaint is lodged in writing using the Clubs complaint form. The complaint will be reviewed by the Club secretary. The outcome of the review will be reported in writing within 7 days to the complainant.
iii) If the complainant is not satisfied with the decision taken by the Local review procedures above he or she may request a review. The procedure is explained in paragraph c) below.
c) Management Committee review.
If asked to do so in writing the Management Committee of the Club will hear any request for reconsideration of a decision taken under the Local review procedures paragraphs b) i) and b) ii) above. Such a request must be lodged within 14days of the decision being made.
The Management Committee will review the original decision within 14 days of the matter being referred to them. As necessary the Management Committee will call for all relevant paperwork and might ask interested parties to attend a review meeting in the Clubhouse.
The decision of the Management Committee will be given in writing.
Any appeal against a written decision of the Management Committee must be lodged in writing within 7 days of the date of that decision. See paragraph d) below for further information.
d) Appeals Committee review.
A complainant may appeal against a decision given by the Management Committee. Any appeal must be lodged in writing with the Club secretary within 7 days of that decision.
The Club Secretary will arrange an early meeting of the Appeals Committee. The Appeals Committee will be made up of Committee members who did not take part in the Management review.
The Appeals committee will review any relevant correspondence and other paperwork and can ask to speak to all interested parties.
The Appeals committee will give its decision in writing within 14 days to the appeal being lodged with the Club secretary.
The decision of the Appeals committee will be regarded as final.
* A MS Word version of this document can be found at the bottom of this page Back to top
