Chiswick Lacrosse

Complaints and Grievance Procedure


Introduction

The Chiswick Lacrosse Club takes pride in the quality of the teaching and pastoral

care provided to players. However should parents/guardians or players have a complaint it will be dealt with in accordance with the following procedure.


Stage 1 – Informal procedure

It is hoped that most complaints and concerns will be resolved quickly and informally.

Should parents/guardians or players have a complaint they should normally raise it with any coach or Welfare Officer who will try to resolve the matter informally.

If parents/guardians or players do not feel that the matter has been satisfactorily resolved they should raise it formally under Stage 2 of this procedure.


Stage 2 – Formal procedure

If the complaint cannot be resolved informally parents/guardians or players should put details of their complaint in writing to the Director.

The Director will carefully consider the complaint and will carry out any necessary

Investigations.

The Director will usually arrange to speak to or meet with the parents/guardians or players to discuss their complaint further.

Once the Director is satisfied, so far as is reasonably practicable, that all the relevant facts have been established a decision will be made. The parents/guardians or players  will be informed in writing of the decision.

If parents are dissatisfied with the Director’s decision they should raise an appeal in accordance with Stage 3 of this procedure.

If the complaint concerns the Director, the parents may proceed directly to Stage 3 of the Formal Procedure.


Stage 3 – Formal Procedure - Appeal

If parents/guardians or players have a complaint which, in their opinion, has not been satisfactorily dealt with by the Director, or if the complaint is about the Director, then they should put the complaint in writing to the English Lacrosse Association


Confidentiality and Written Records

All complaints will be treated in a confidential manner. Issues of confidentiality will be discussed on an individual basis with parents/guardians or players, but it must be recognised that it may be impractical to investigate a complaint without involving others in the investigation on a ‘need to know’ basis. Similarly, parents/guardians or players should recognise that it may be impossible to resolve a situation without naming individuals, whether staff or players.


Members of staff have a right to know about complaints which may be damaging to their reputation. Such complaints will be made known only to themselves and those who have to be consulted in order to resolve the complaint.


Where issues of child safety or child protection are involved, the guidance on confidentiality in the Club’s Child Protection Policy will be followed.


A written record will be kept by the Club of all complaints and how they are resolved. Details of the complaint will be kept confidential.