How to use this template

Replace the placeholders and agree who can receive complaints. This template is for general club complaints. Safeguarding concerns should be handled under the safeguarding policy.

Club name: [Club Name]

Adoption date: [Adoption Date]

Complaint contact: [Complaint Contact]

Appeal contact: [Appeal Contact]

1. Purpose

This procedure explains how people can raise concerns about club activity, conduct or decisions.

The aim is to handle complaints fairly, proportionately and without unnecessary delay.

2. Scope

This procedure can be used for complaints about:

• Club decisions.
• Club communication.
• Member or volunteer behaviour.
• Session or event organisation.
• Use of club funds or equipment.
• Online conduct in club spaces.

This procedure should not be used as the main route for urgent safeguarding concerns, criminal allegations or immediate safety risks.

3. Step 1: Raise informally

Where suitable, raise the issue with the relevant club contact.

Many concerns can be resolved by a conversation, explanation, apology or practical change. The club should still keep brief notes where the issue may need follow-up.

4. Step 2: Formal complaint

If the issue cannot be resolved informally, submit a written complaint to [Complaint Contact].

The complaint should include:

• Name and contact details.
• What happened.
• When and where it happened.
• Who was involved.
• Any witnesses or relevant messages.
• What outcome is being requested.

5. Step 3: Review

The club committee or nominated people will review the complaint.

People with a conflict of interest should not lead the review. The reviewer may speak to the complainant, the person complained about and relevant witnesses.

6. Step 4: Outcome

The club will provide an outcome where appropriate.

Possible outcomes include:

• No further action.
• Explanation or apology.
• Change to club process.
• Reminder of the code of conduct.
• Mediation or facilitated conversation.
• Restriction from club activity.
• Suspension or removal of membership.
• Referral to another body where appropriate.

7. Step 5: Appeal

Where appropriate, the complainant may request a review by people not involved in the original decision.

An appeal should normally be based on a clear reason, such as new evidence, unfair process or a disproportionate outcome.

8. Safeguarding concerns

Safeguarding concerns should be handled under the safeguarding policy, not as general complaints.

If someone may be at immediate risk, contact emergency services or the appropriate statutory agency.

9. Records and confidentiality

The club should keep complaint records secure and share information only with people who need it to manage the complaint, protect people or meet legal duties.

Complaint records should include:

• Complaint received.
• People involved.
• Steps taken.
• Decision made.
• Date of outcome.
• Any appeal or follow-up action.