English Veterans Football Club

1. Policy Statement

English Veterans Football Club is committed to providing a safe, enjoyable, and inclusive environment. We recognise that there may be times when our services or club operations do not meet your expectations. We welcome feedback and treat all complaints seriously, handling them in a confidential, fair, and timely manner.

2. Scope

This policy applies to all club members, players, managers, coaches, volunteers and spectators. 
(Note: If the complaint relates to a safeguarding issue, it must be referred immediately to the Club Welfare Officer or the Leicestershire and Rutland County FA and the Police if someone is in immediate danger).

3. How to Make a Complaint

Complaints should be raised within 30 days of the incident. Please follow these stages:

Stage 1: Informal Resolution

In many cases, a complaint can be resolved quickly through open communication. 

• Please speak directly to your Manager, Coach, a Management Committee member or the Club Secretary to see if the issue can be resolved informally.

Stage 2: Formal Complaint

If the issue cannot be resolved informally, or if it is of a serious nature, it should be made in writing.

• Who to contact: A member of the Management Committee.
• Information to include: Your full name, contact details (email address and phone number), date and location of the incident, full details of what happened, any witnesses and the desired outcome. 

4. Our Commitment to You

Once a formal complaint is received, the club will adhere to the following timeline:

1. Acknowledgement: We will confirm receipt of your complaint in writing (usually via email) within 5 working days.
2. Investigation: The Management Committee will appoint an impartial investigating officer or panel to look into the details.
3. Response: We will provide a formal written outcome and details of any proposed action within 30 working days. If a complex investigation requires more time, we will notify you and provide a progress update. 

5. Appeals Process

If you are dissatisfied with the outcome of your Stage 2 formal complaint, you may appeal the decision.

• Appeals must be made in writing to the Management Committee within 10 working days of receiving the formal response.
• The appeal will be reviewed by the Management Committee (excluding any members who were part of the initial investigation panel) and their decision will be final. 

6. Escalation to the County FA

If you are dissatisfied with the outcome of your appeal, you can escalate the matter to the Leicestershire and Rutland County FA.