Complaints / Grievance Proceedure

Complaints Procedure – Parents and Players
Complaints Procedure – Parents and Players This section within the Code of Practice is to bring to the attention to both player and parent the Complaints Procedure that will be adopted should the parent/player or Club need to address a complaint against either party. Elsewhere in this document are Rules and a Set Code of Conduct, intended to give players/parents a framework in which to develop a strong and positive attitude. Procedures for complaints against members of staff are clearly defined within this document. Complaints and Disciplinary Policy (Player/Parent/Guardian) The purpose of this document is to establish a complaints and discipline policy, which will give a structure and course of action to be taken in the event of a complaint being received about a player/parent. This policy is required in order to comply with the rules and recommendations of the Football League in relation to Youth Development. Player/Parent The policy shall apply to all players/Parents or Guardians or third parties who may represent the player. All staff will be served with a copy of the complaints policy upon appointment. Complaint A complaint shall be any complaint made about the conduct of any player/parent/guardian whilst undertaking any activity or business. The complaint may be made by: Any other players Any parent or guardian of another player Any member of public Any other member of the Football Club Any other person on behalf of those above Complaints may be made in person or in writing to any staff member. Anonymous complaints in writing will be accepted. Any staff member who receives a complaint must inform a member of the discipline panel. The complaint may relate to any in-appropriate language or behaviour or any conduct detrimental to the well being and reputation of Cheltenham Town Football Club. Hearing Process The hearing shall consist of the discipline panel (3 members) and the voluntary attendance of the complainant and or their representative, the person subject of the complaint and or their representative. If a person subject of a complaint or their representative declines to attend any panel hearing the hearing shall continue in their absence. Outcome (a) Where a complaint is upheld against or admitted to by player/guardian the following options may be open to the panel. (b) Informal resolution (c) Recorded verbal warning (c) Recorded written warning For any of the options to be considered all the panel members must be in agreement with the findings and the outcome. The outcome of all panel meetings shall be recorded in the complaints register. All parties concerned in the complaint shall receive written notice of the outcome within 7 days of the finding being made. Previous punishments/sanctions imposed by the panel hearing shall be taken into account when considering new punishment/sanctions. Performance shall not be subject to the complaints procedure but shall be dealt with by the Head of Youth Development. Any conduct of a criminal nature that places during football activities or business shall be referred to the appropriate authority. Any conduct of a criminal nature that takes place whilst not on Club activities or business shall be considered by the disciplinary panel. Disciplinary Panel The disciplinary panel shall consist of 3 appointed staff members. Recording All complaints received shall be recorded in a register held at the Youth Development office. The register will be kept secure but open to scrutiny from Football League assessors and panel members. The register shall contain the complainant details and also the details of the person complained about, the person to whom the complaint was made and the outcome of any subsequent panel meeting. Notification Where a player/parent/guardian is the subject of a complaint the member will be notified in writing within 7 days of the complaint being made. Resolution When a complaint is considered by the disciplinary panel, a decision shall be made as to the further conduct of that complaint. The further conduct shall consist of (a) No further action (b) To investigate the matter through a panel hearing (c) To refer the matter to a higher authority Approaches to Players The Centre of Excellence operates complaints and grievance procedure and all matters relating to this will be recorded and dealt with in a correct and appropriate manner. Any persons concerned will be notified of the outcome of all grievance complaints. This document is outlined in two parts Part One Informal Approaches to Players Part Two Complaints and Discipline Policy Youth Development Staff (part two issued in Coach’s guidance book) Part One Informal Approaches to Players Informal approach to age group coach. Should an informal approach be made to an age group coach the approach should be logged in the age group incident book and club coach concerned to make official contact with the Head of Youth Development. Formal Approach via Head of Youth Development Should a formal approach be received via the Head of Youth Development for a registered player. A request will be made to the Club concerned to place their enquiry for the player in writing. Upon receipt of an official approach in writing, details would be discussed at Senior Football Manager/Chief Executive Level. Player Approach via a Third Part Should an approach be made by a third party, the request is to be made official by a letter to the Football Club marked for the attention of the Head of Youth Development. In all instances where official approaches are received parents and player will be notified.

Complaints Procedure – Parents and Players

Complaints Procedure – Parents and Players

This section within the Code of Practice is to bring to the attention to both player and parent the Complaints Procedure that will be adopted should the parent/player or Club need to address a complaint against either party. Elsewhere in this document are Rules and a Set Code of Conduct, intended to give players/parents a framework in which to develop a strong and positive attitude.

Procedures for complaints against members of staff are clearly defined within this document.

Complaints and Disciplinary Policy (Player/Parent/Guardian)

The purpose of this document is to establish a complaints and discipline policy, which will give a structure and course of action to be taken in the event of a complaint being received about a player/parent. This policy is required in order to comply with the rules and recommendations of the Football League in relation to Youth Development.

Player/Parent

The policy shall apply to all players/Parents or Guardians or third parties who may represent the player.

All staff will be served with a copy of the complaints policy upon appointment.

Complaint

A complaint shall be any complaint made about the conduct of any player/parent/guardian whilst undertaking any activity or business.

The complaint may be made by:

Any other players

Any parent or guardian of another player

Any member of public

Any other member of the Football Club

Any other person on behalf of those above

Complaints may be made in person or in writing to any staff member. Anonymous complaints in writing will be accepted.

Any staff member who receives a complaint must inform a member of the discipline panel. The complaint may relate to any in-appropriate language or behaviour or any conduct detrimental to the well being and reputation of Cheltenham Town Football Club.

Hearing Process

The hearing shall consist of the discipline panel (3 members) and the voluntary attendance of the complainant and or their representative, the person subject of the complaint and or their representative.

If a person subject of a complaint or their representative declines to attend any panel hearing the hearing shall continue in their absence.

Outcome

(a) Where a complaint is upheld against or admitted to by player/guardian the following options may be open to the panel.

(b) Informal resolution

For any of the options to be considered all the panel members must be in agreement with the findings and the outcome.

The outcome of all panel meetings shall be recorded in the complaints register. All parties concerned in the complaint shall receive written notice of the outcome within 7 days of the finding being made.

Previous punishments/sanctions imposed by the panel hearing shall be taken into account when considering new punishment/sanctions.

Performance shall not be subject to the complaints procedure but shall be dealt with by the Head of Youth Development. Any conduct of a criminal nature that places during football activities or business shall be referred to the appropriate authority. Any conduct of a criminal nature that takes place whilst not on Club activities or business shall be considered by the disciplinary panel.

Disciplinary Panel

The disciplinary panel shall consist of 3 appointed staff members.

Recording

All complaints received shall be recorded in a register held at the Youth Development office. The register will be kept secure but open to scrutiny from Football League assessors and panel members. The register shall contain the complainant details and also the details of the person complained about, the person to whom the complaint was made and the outcome of any subsequent panel meeting.

Notification

Where a player/parent/guardian is the subject of a complaint the member will be notified in writing within 7 days of the complaint being made.

Resolution

When a complaint is considered by the disciplinary panel, a decision shall be made as to the further conduct of that complaint. The further conduct shall consist of

(a) No further action

(b) To investigate the matter through a panel hearing

Approaches to Players

The Centre of Excellence operates complaints and grievance procedure and all matters relating to this will be recorded and dealt with in a correct and appropriate manner. Any persons concerned will be notified of the outcome of all grievance complaints.

This document is outlined in two parts

Part One Informal Approaches to Players

Part Two Complaints and Discipline Policy Youth Development Staff

(part two issued in Coach’s guidance book)

Part One Informal Approaches to Players

Informal approach to age group coach. Should an informal approach be made to an age group coach the approach should be logged in the age group incident book and club coach concerned to make official contact with the Head of Youth Development.

Formal Approach via Head of Youth Development

Should a formal approach be received via the Head of Youth Development for a registered player. A request will be made to the Club concerned to place their enquiry for the player in writing. Upon receipt of an official approach in writing, details would be discussed at Senior Football Manager/Chief Executive Level.

Player Approach via a Third Part

Should an approach be made by a third party, the request is to be made official by a letter to the Football Club marked for the attention of the Head of Youth Development.

In all instances where official approaches are received parents and player will be notified.