Complaints Procedure

Complaints Procedure

What is a Complaint?

A complaint is an expression of dissatisfaction with the conduct of the MedwayTri Club, its athletes, coaches, volunteers or parents with alleged unfair practice in connection with the sport.

Grounds for a complaint shall include but shall not be limited to the following:

  1. If the conduct of any individual, body, or organisation brings or is likely to bring the sport into disrepute
  2. Failure to follow to the Code of Conduct in respect of members, coaches, and parents.

 

Principles

We hope that most problems can be resolved quickly and effectively, often at the time they arise and with the person concerned.  If your problem cannot be resolved in this manner and you wish to make a formal complaint, we would like you to let us know as soon as possible.

All complaints remain confidential.  If you are complaining on behalf of someone else, we have to know that you have permission to do so.  A note signed by the person concerned will be required, unless they are unable (because of physical or mental illness) to provide this.

Complaints can be made by email to the Welfare Officer, Richard Ebanks (richard@medwaytri.co.uk) and once again marked ‘complaint’.

A coach or committee member has the power to invoke an immediate temporary exclusion when a breach of club conduct that could lead to damage to themselves, others or property has occurred. For example but not limited to: dangerous cycling, swimming in prohibited areas, fighting etc. The coach or committee member must then make a report to the club officers.

Where possible MedwayTri will seek to resolve complaints by local resolution.

It is intended that the complaints procedures should be easily accessible, that all complaints are fully and fairly investigated, and that the complaints process should provide an effective response and appropriate redress.

Nothing in the complaints procedure will prejudice safeguarding concerns and the appropriate reporting of them.

 

Local Resolution.

  • In the first instance a complaint can be made to the welfare officer directly or through a coach or committee member that shall report to the welfare officer
  • The welfare officer shall normally become the complaint handler
  • The complaint handler shall inform parties that a complaint has been made within three working days by email or regular mail
  • The complaint handler shall remain impartial throughout and not make judgement
    • The complaint handler should seek to arrange a meeting between the complainant and relevant party without delay. If a junior (under 18 years) is involved the meeting will involve the parents or agreed representative only
    • This meeting should ideally not take place at an active training session and at a neutral location that is convenient to all parties
    • The meeting should ideally take place within 10 working days unless otherwise agreed
    • The meeting should take place in a calm and friendly atmosphere at all times
    • All correspondence and notes taken shall remain confidential as far as possible
    • It is hoped that local resolution can allow parties to determine what happened and what went wrong
    • Make it possible for you to discuss the problems with those concerned, if you would like this
    • All responses shall be communicated to all parties within 5 working days.

 

 

Committee Complaints Procedure.

In the event that local resolution fails to provide a satisfactory resolution the complaint shall be passed to the MedwayTri committee

  • A minimum of three committee members shall meet to resolve the case. Members should ideally not be involved in the incident or local resolution. One member shall be appointed to act as the investigating officer to collate submissions and relevant information
  • The committee shall meet within 10 working days
  • A clerk or another committee member shall record notes
  • Further written submissions can be made to the committee or investigating officer
  • The committee can impose a number of actions or sanctions including;

Dismissal of the complaint

A request for a formal written apology

A suspension from the club

Exclusion from the club

Referral to British Triathlon, Governing Body, or Police if appropriate

  • A written response will be given within further five working days
  • A complainant can make a referral to British Triathlon and relevant Governing Body.

 

You can download MedwayTri's Complaints procedure HERE



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