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Complaints Policy

Purpose​

This procedure ensures that any concerns, issues, or complaints related to Hanworth Villa FC are handled fairly, promptly, confidentially, and in a way that improves the club's environment and operations.

Scope​

This procedure applies to:

  • Players (youth and adult)
  • Coaches and team officials
  • Parents, guardians, and spectators
  • Volunteers, staff, and directors

It covers complaints relating to conduct, safeguarding, club management, facilities, and all other club-related matters.

Principles / Commitments​

Hanworth Villa FC is committed to:

  • Providing a clear and transparent complaints process.
  • Treating all complaints seriously and confidentially.
  • Resolving issues promptly, fairly, and where possible informally.
  • Learning from complaints to improve the club’s standards and practices.

Responsibilities​

Club Directors​

  • Oversee the complaints procedure.
  • Ensure complaints are investigated promptly and fairly.
  • Maintain confidentiality and professionalism throughout.

Complainants​

  • Provide clear, factual, and honest information when submitting a complaint.
  • Engage with the process respectfully and cooperatively.

Respondents​

  • Have the opportunity to respond fully to any complaint made against them.

Procedures / Expectations​

How to Make a Complaint​

  • Raise concerns informally with a relevant person (coach, manager, director) where possible.
  • If unresolved or serious, submit a formal complaint in writing to the Club Secretary or Welfare Officer.

Formal complaints should include:

  • Name and contact details (unless anonymity is necessary)
  • Clear description of the issue (dates, times, people involved)
  • Any evidence if available (messages, photos, reports)
  • Preferred outcome (if applicable)

Handling Complaints​

  • The club will acknowledge complaints within 7 days.
  • An impartial investigation will be carried out.
  • Both the complainant and respondent will be given a chance to present their views.
  • A written outcome will usually be provided within 21 days.

Possible outcomes include:

  • Mediation between parties
  • Apology or corrective action
  • Disciplinary action
  • Referral to external authorities (e.g., FA, police) if required

Reporting and Response​

  • Reports should be factual and avoid abusive, threatening, or defamatory language.
  • If the complaint involves safeguarding or criminal behaviour, it will be escalated immediately to appropriate authorities.

Disciplinary Action​

If a complaint is upheld, disciplinary measures may include:

  • Verbal or written warnings
  • Suspension or removal from club activities
  • Referral to football governing bodies or legal authorities

Appeals​

  • If dissatisfied with the outcome, a written appeal can be submitted to the Club Chairperson within 14 days of the decision.
  • An independent panel will review the appeal and respond within 21 days.

Monitoring and Review​

The Club will monitor complaints and review this procedure annually to ensure effectiveness and fairness.