Complaints Process for Grassroots Clubs
How the club deals with a complaint about poor practice or misconduct: putting it in writing, the investigation, the committee meeting and possible sanctions.
No matter how well a club is run, there is always the possibility of having to deal with complaints and discipline issues. Dealing with poor practice or misconduct involving coaches, parents or spectators can seem daunting at first, but by following a clear process such matters can be dealt with efficiently and appropriately.
Making a complaint
The person making the complaint must put it in writing and send it to the Club Secretary. If the complaint relates to poor practice or a potential safeguarding issue, they should also copy in the Club Welfare Officer. If the complaint is about the conduct of the Club Secretary, the letter should instead be sent to the Chairperson or the Welfare Officer.
Investigation
- To progress the matter, the club forwards the letter of complaint to the person involved – but must first ask the complainant for permission to share their letter.
- A letter is then sent to the person who is the subject of the complaint, outlining the concerns raised and enclosing a copy of the complainant's letter with all of their contact details removed.
- The club's letter requires a written reply within seven days. If the matter can then be closed following the exchange of letters, that is fine; if not, both parties are invited to a meeting.
- Other individuals or witnesses may be asked for statements relevant to the allegation. If a witness is a young person, the Welfare Officer conducts the interview with parents or guardians present.
- Letters to both parties give the date, time and venue of the meeting, with at least seven days' notice, and advise that if a party does not attend the matter will be dealt with in their absence.
The committee meeting
- The committee dealing with the complaint should ideally be three to five club officials. It must not include anyone named or involved in the original complaint, or anyone with a vested interest in the outcome.
- Committee members receive copies of all relevant paperwork in advance so they are fully aware of the complaint and the response.
- A verbal outline of the complaint is given through the Secretary. The committee then hears from the person who made the complaint and the person who is the subject of it. The Chair asks any questions needed to challenge or clarify what has been written or said, and any questions between the parties are put through the Chair.
- Both parties sum up – first the person the complaint is about, then the complainant – and are then asked to leave the room so the committee can deliberate and reach a decision.
- The decision is binding and is confirmed in writing. All letters are kept on file so that any patterns of poor behaviour can be identified.
Sanctions
Where the committee finds the complaint upheld, a number of sanctions are available. These are set out in the Respect Codes of Conduct, which all members sign up to at the start of every season. For less serious offences we would advise a verbal warning for a first offence, escalating to a written warning, suspension and so on if further incidents arise.
If you are unsure of any part of this process, or need guidance or advice, please contact Cornwall FA, who will be happy to assist.