SHEFFIELD CONCORD NETBALL CLUB | CLUB DOCS
Complaints Policy & Procedure
Sheffield Concord Netball Club is committed to providing a safe, inclusive, and respectful environment for all players, coaches, and members.
Policy Statement
Sheffield Concord Netball Club (SCNC) will take seriously all complaints from players or members of the public and will treat all complaints and any complainant with dignity and respect and deal with them fairly and sympathetically.
All complaints will be considered and followed up by an investigation where required and once received, complaints will be dealt with swiftly, thoroughly, impartially and confidentially in line with the requirements of the Data Protection Act 2018 and General Data Protection Regulations (GDPR).
Complaints Procedure
Stage 1 – Informal Complaint
Wherever possible, the complaint should be dealt with and resolved quickly at the initial point of contact. The main principle is to seek early resolution, resolving complaints at the earliest opportunity and as close to the point of service delivery as possible. Any club official or volunteer of SCNC can deal with a complaint at this stage.
Stage 2 – Complaint Investigated by Club Committee Member
Where it has not been possible to achieve resolution under Stage 1 or if the complaint is more complex and requires detailed investigation, the complaint with be handled under Stage 2 of the process.
A Stage 2 investigation aims to establish all the facts relevant to the points made in the complaint and to give the complainant a full, objective, proportionate response. When a complaint is raised at Stage 2, the details should be sent by email to sheffieldconcordnetballclub@gmail.com
Formal acknowledgement of the complaint at Stage 2 will be sent within 14 days and will detail the Club Committee Member or a sub – committee group of the committee who has been nominated by the Committee Chair to deal with the complaint and the investigation. Any member of the committee who has been cited in the complaint is excluded from taking any part in the complaint process.
A full reply to the complaint will be provided to the complainant within 28 days of the complaint being received.
If a full response cannot be provided within the timescale set above, an update will be provided to the complainant explaining the reasons why and giving an revised completion date.
If the complainant is dissatisfied with the response given under Stage 2, or if the committee considers the complaint is of such serious nature that it requires immediate escalation to Stage 3, either party can request a review of the complaint and investigation by the SCNC Committee as a whole (excluding any committee member against who the complaint has been made).
Stage 3 – Complaint and investigation review by Club Committee
Where the complainant remains dissatisfied with the response provided under Stage 2 of the complaints procedure, they can request a review of the complaint and investigation. Alternatively, the Club Committee can deem a complaint so serious that it requires immediate escalation to Stage 3.
Stage 3 of the complaints procedure involves the Club Committee conducting a review of the Stage 2 investigation and the response provided. The same process will be followed where the complaint has been immediately escalated following a review of the initial complaint.
A formal acknowledgement of the review under Stage 3 will be sent within 14 days.
A full response will be provided after the review has been completed within 2 months.
If a full response cannot be provided within the timescale set above, an update will be provided to the complainant explaining the reasons why, giving an revised completion date.
Where a complainant has exhausted the SCNC complaints procedure and continues to dispute the outcome of their complaint, they will be advised that no further discussion will take place on this issue unless there is new information relating to the complaint that has not previously been provided. The complainant will be advised of their right to complain to England Netball in such circumstances.
Audit and Review
Complaints will be used an opportunity to take actions to improve the service that SCNC provides.
All complaints will be logged on the Complaint Log and the Chair of the Committee will review the information gathered from complaints at least twice a year to determine where action is required and consider whether services from the SCNC should be improved or changed.
This policy note will be reviewed as a minimum every 3 years and any changes agreed at the next available Committee meeting unless there are circumstances that require a review within this timescale.
Sheffield Concord Netball club
Affiliated with England Netball
Competing in local and regional leagues, providing players with opportunities to progress and succeed.
