Complaints & Grievances Policy

NON-WELFARE ISSUES –

All minor complaints or grievances applying to training or behaviour of members should in the first instance be addressed by speaking with the coach in charge of your child’s group. Should the complainant not be satisfied with the response from the coach, then the complaint should be addressed by speaking to the Head coach of the session.

All major complaints or grievances applying to training or behaviour of members should in the first instance be addressed in writing to, or speaking with, the Head coach of the session. Should the complainant not be satisfied with the response from the head coach of the session, then the complaint should be further submitted in writing to the Club Manager in an envelope marked private and confidential.

The club management committee will meet to hear complaints within 14 days of the complaint being received by the Club Manager. The committee has the power to take appropriate disciplinary action, including the termination of membership.

The outcome of the disciplinary hearing will be placed in writing to the person who lodged the complaint, and the member against whom the complaint was made within 14 days of the hearing.

There will be the right of appeal to the Management Committee following disciplinary action being announced. The committee should consider the appeal within 14 days of the appeal being received and will notify the complainant of the outcome of the appeal hearing within 14 days of the hearing. The Management Committees decision on the appeal will be the final decision on the complaint.

WELFARE ISSUES –

All complaints or grievances applying to child protection or welfare issues should in the first instance be reported to the Club Welfare Officer, Tracey McTighe on 07581 037372.

The Welfare Officer will then look into the complaint, in accordance with NSPCC and UK Gymnastics child protection procedures and make a note of the outcome. If the child is considered to be in immediate danger, the case will be referred directly to the police.

The Welfare Officer may report to the Executive Officers that a complaint has been made, but MAY NOT disclose the nature of the complaint or the names of the people involved.

Should the complainant not be satisfied with the response from the Club’s Welfare Officer, they can pass the complaint onto –

UK Child Protection in Sports Units (NSPCC)
NSPCC National Training Centre
3 Gilmour Close
Beaumont Leys
Leicester
LE4 1EZ

Tel: 0116 234 7278