Crewe Fivers Grievance/ Complaints Procedure.

The purpose of this procedure is:

• To give all members a method to follow to alert a club official to any situation that is causing them concern.
• To enable parents to make representation on behalf of their children.(Aged seventeen and under)
• To empower all club personnel to express legitimate concerns relating to their duties/responsibilities.
• To empower members of the public to express legitimate concerns. Informal Procedure
• Crewe Flyers are committed to continually improving and see feedback from members and parents as an integral part of this process.
• Crewe Flyers has a formal complaints procedure which requires exact implementation at an appropriate stage.
• At an initial stage it will hopefully be the case that complainants_can achieve satisfaction through the informal procedure. The complainant should approach the relevant individual or group to air their grievance. This informal procedure is characterised by the following:
• Whenever a grievance is considered to have a child protection element the club's child protection policy will apply. The club's Welfare Officer should be contacted. The details of this procedure are on the club notice board. This will
  automatically supersede any action that would otherwise have been taken.
• All potential complainants are reminded that the initial contact should be with the individual or group against whom their concern is applicable.
• Ail complaints will always be recorded in the complaints book that is available for that purpose. Any action taken to resolve the complaint will be similarly recorded in this book.
• If a complaint is received from a member of the public it will be similarly be recorded in the complaints book. Initially it will be responded to on an informal basis with recourse, should the need arise, to the formal complaints procedure.
• In the event of a complaint being made to an individual or group that person or a delegate is responsible for passing all relevant information to the Chairman or Secretary of the committee for recording.
• The Chairman of the committee has responsibility for the complaints procedure and as such they have responsibility for the acknowledging and responding to all questions and complaints both formal and informal.
• The above procedure is designed to deal with what can best be described as everyday worries and grumbles*.
• Formal Complaints Procedure
• Format complaints must be made in writing to the Chairman of the Crewe Flyers committee. E mails are not deemed to be appropriate in this procedure.
• Where a member of the club lodges a formal complaint the following will occur:
• The complaint will be logged in the complaints book.
• The Chairman will, within 5 days of receipt of the complaint, write to confirm that the complaint is being considered and wilt be responded to immediately following the next committee meeting.
• The Chairman may also continue to endeavour to resolve the complaint via the informal process of ongoing dialogue.
• Where the complainant indicates that they are not satisfied with the response provided the Chairman will subsequently offer a formal panel hearing -This offer will be confirmed in writing within 72 hours of the complainant confirming their
  ongoing dissatisfaction.
• A mutually convenient date for a forma! panel hearing will normally be convened within 14 days.
• The panel will consist of the committee Chairman a maximum of two other committee members who have not been directly involved.
• In the case of the complaint being against the Chairman a delegate will be identified in the early stages of the procedure.
• The complainant will be advised that they may attend the panel hearing with a representative if they so wish.
• The panel will be chaired by the Chairman of the committee, or delegate and will be formally recorded. All findings and recommendations will be forwarded to the complainant within 14 days of the hearing.