COMPLAINTS PROCESS FOR GRASSROOTS CLUBS
No matter how well a club is run, there is always the possibility of having to deal with complaints and
discipline issues within your Club.
Dealing with issues of poor practice or misconduct involving coaches or parents/spectators can seem
somewhat daunting at first, however, by following a clear process as outlined below, such matters can
be dealt with both efficiently and appropriately.
Outline of Action relating to Poor Practice and Misconduct
Where parents/carers, spectators, players, coaches or club officials are seen to have possibly acted
inappropriately and a complaint is made, a Club will need to follow a clear process. The general process
for dealing with a complaint and deciding what to do, which may include issuing a sanction, is as follows:-
Where a complaint is made to the club:
The person making the complaint must put their complaint in writing and send it to the Club Secretary,
if the complaint relates to a poor practice case, or potential safeguarding issue then also copy in the Club
Welfare Officer. (Note – if the complaint is about the conduct of the Club Secretary, the letter should be
sent to either the Chairman or Welfare Officer)
Investigation
- To progress the matter, the club will need to forward the letter of complaint to the person
involved. The Club must first ask the person complaining for their permission to share their letter
of complaint with this person. - A letter will then need to be sent by the Club to the person who is subject of the complaint,
outlining the concerns that have been raised and include a copy of the complainant’s letter
(please ensure all contact details of the complainant have been removed prior to forwarding on) - The Club letter should specify that it requires a written reply from the person who is the subject
of the complaint, within seven days. If the matter can be subsequently closed following exchange
of letters that is fine; however, if not, then the club should invite both parties to a meeting to
deal with the matter. - It may also be necessary to ask other individuals or witnesses for statements/observations
relevant to the allegation, if this is a young person it must involve the Welfare Officer to conduct
an interview, with parents/guardians present. - Club letters to both the complainant and the person who is subject of the complaint should
indicate the date/time/venue of the meeting and give at least 7 days’ notice of it so that the
parties concerned can make arrangements to attend should they wish to do so. The Club letter
must also advise that if they do not attend the matter will be dealt with in their absence. - The Committee dealing with the complaint would ideally consist of 3-5 Officials from the Club
and they must NOT include anyone directly named or involved in the original complaint; or, who
has a vested interest in the outcome. - The Committee members will need copies of all relevant paperwork in advance of the hearing so
that they can read it and be fully aware of the complaint and response. - At the Committee Meeting a verbal outline of the complaint will be given through the Secretary
and the Committee would then hear from the person who made the complaint and the person
who is the subject of the complaint. The Chair of the committee would then ask any questions
deemed appropriate to challenge or clarify what had been written or said. Any questions
between the parties will be communicated through the Committee Chair. - The person the complaint is about will be asked to sum up; and then the person who has made
the complaint will do the same. They will then be asked to leave the room to allow the Committee
to deliberate and reach a decision. - After a decision is reached, both parties can either be asked back into the room and given the
decision which will be binding (and followed up in writing); or alternatively, both parties would
leave the meeting altogether after being informed that the club would advise of the decision in
writing.
Sanctions
Where the Committee find that the complaint is upheld/proven there are a number of sanctions
available for the club to impose and these sanctions are incorporated within the Respect Codes of
Conduct, which all members at the club should have signed up to at the beginning of every season.
For less serious offences, we would advise that individuals are issued with a verbal warning for their first
offence and then should further incidents arise escalate to a written warning, suspension etc.
If you are unsure of any process or need guidance or advice, please contact either Richard Pallot or Claire
Summers-Evans at Cornwall FA who will be happy to assist you further.
Complaint
recieved. Seek
permission from
the complainant to
share thier letter
Club to send a letter
to the individual
advising of the
complaint and giving
7 days to reply in
writing
If the complaint
cannot be concluded
following the
repsonse invite all
parties along with
any witnesses to a
committee meeting
3-5 Officials from the
Club to attend the
meeting and they must
NOT include anyone
directly named or
involved in the
complaint; or, who has
a vested interest in the
outcome. Committee
members to receive
copies of
paperwork in
advance of the
meeting
Outline of complaint to
be given via the
Secretary. Committee
to hear from
complainant & the
person who is the
subject of the
complaint. Chair to ask
questions.
Both parties to sum up
& then asked to leave
the room/meeting.
The committee to
reach a decision and
advise in writing. All
letters to be kept on
file for patterns of
poor behaviour.
Any sanctions issued
to be in line with the
Respect Code of
Conduct and CCFA to
be contacted if club
is unsure
set the standards
for a great game.
Use your position to set a
positive example for the people
you’re responsible for and lead
a better game for everyone.
Play Your Part
(Code of Conduct)
Coaches, Team Managers
and Club Officials
Play your part and support
The FA’s Code of Respect:
On and offthe field, I will:
Always show respect to everyone involved In
the game
Stick to the rules and celebrate thespirit of
the game
Encourage fair play and high standards
of behavlour
Always respect the Referee and encourage
players to do the same
Never enterthe field of play without the
Referee’s permission
Never engage in, or tolerate offensive, Insulting or
abusive behavlour
Be aware of the potentlal Impact of bad language
on others
Be graclous in victory and defeat
Respect the facilitles home and away
ENGLAND FOOTBALL
RESPECТ
Nationwide
Building society with mutual respect
We ONLY Positive.
JH
When working with players, I will:
Place the well-being, safety and enjoyment of
each player above everything
Never tolerate any form of bullying
Ensure all activitles are sulted forthe players’
ability and age
Workwith others (e.g. officials, doctors, welfare
officers, physlotherapists) for each player’s best
Interests
Iwill make myselffamillarwith safeguarding
practices & revlew guldance on physical contact
(5.6) & Acceptable Behavlours When Working
With Young People (5.7) documents on the
safeguarding section of EnglandFootball.com
I understand that If I do not follow the Code,
I may be:
Required to meet with the club committee,
league or CFA Welfare Officer
Suspended by the club from attending matches
Suspended or fined by the County FA
Required to leave, lose my position and/or have
my license withdrawn
If we behave positively
during practice and matches,
our children will too.
By setting a good example,we’ll help
build a supportive environment in which
everyone can enjoy themselves.
Play Your Part
(Code of Conduct)
Spectators and Parents/Carers
.
Play your part and support
The FA’s Code of Respect:
Iwill:
Have fun; It’s what we’re all here for!
Celebrate effort and good play from both sides
Always respectthe Referee and coaches and
encourage players to do the same
Stay behind the touchline andwithin the
Designated Spectators’ Area (where provided)
When players make mistakes, offer them
encouragement to try agaln next time
Never engage In, or tolerate offenstve,
Insuiting or abusve language or behavlour
I will make myself familiarwith safeguarding
practices & revlew guldance on physical contact
(5.6) & Acceptable Behavlours When Working
With Young People (5.7) documents on the
safeguarding section of EnglandFootball.com
ENOL AND
RESPECT
Nationwide
Building society with mutual respect
BONAL
I understand that if I do not follow the Code,
I may be:
Issued with averbal warning or asked to leave
Required to meet with the club committee,
league or CFA Welfare Officer
Obliged to undertake an FA education course
Requested not to attend future games, be
suspended or have my membership removed
Required to leave the club along with any
dependents and/or Issued a fine
We ONLY Positive.
Play your best
Be your best
Make sure you and everyone
around you has a good time
on and off the pitch.
Play Your Part
(Code of Conduct)
Young Players
Play your part and support
The FA’s Code of Respect:
When playing football,I will:
Always play my best for the benefit
of the team
Play fairly and be friendly
Play by the rules and respect the Referee
Shake hands with the other team-win or lose
Listen carefully to what my coach tells me
Understand that a coach has to do what’s
best for the team
Talk to someone Itrust or the dlub
welfare officer if I’m unhappy about anything at my club
Encourage my team mates
Respect the facilities home & away
ENS AND
RESPEСТ
Nationwide
Building society with mutual respect
I understand that if I do not follow the Code,
Imay:
Be asked to apologise to whoever I’ve upset - Receive aformal warning
Be dropped,substituted or suspended
from training
We ONLY Positive.
whether you win or lose,
make it a better game.
Treat your team, other players
and Match Officials with
respect so that everyone
has a more enjoyable time,
on and off the pitch.
Play Your Part
(Code of Conduct)
Adult Players
Play your part and support
The FA’s Code of Respect:
On and offthe field, Iwi:
Stick to the rules and celebrate the spirit of
the game
Always show respect to everyone involved in
the game
Never engage in public criticism of the Match
Officials and abide by their final decisions
Win or lose with dignity. Shake hands at the end
ofevery game
Be aware of the potential impact ofbad
language on others
Never engage in abusive language, bullying
or intimidating behaviour
I understand that if I do not follow the Code,
Imay:
.
Be asked to apologise to whoever I’ve upset
Receive a formal warning
Be required to attend a FA education course
Be dropped, substituted or suspended from
training
Not be selected for the team
Be asked to leave the club and/or issued a fine
RESPECT
Nationwide
Building society with mutual respect
We ONLY Positive.