1. Introduction
Ipswich Skating Club is committed to providing a safe, enjoyable, and inclusive environment for all participants, including skaters, coaches, volunteers, and parents. We value feedback and aim to resolve any concerns or complaints in a fair, timely, and transparent manner. This policy outlines how complaints will be managed within the club.
2. Scope of the Policy
This Complaints Policy applies to all members of Ipswich Skating Club, including skaters, parents/guardians, coaches, volunteers, and any other individuals involved in the activities of the club. It covers complaints relating to:
- Coaching or training issues
- Behaviour or conduct of club members or staff
- Safety concerns
- Facilities or equipment
- Administrative matters (e.g., registration, scheduling)
- Discrimination, harassment, or bullying
3. Complaints Procedure
3.1. Informal Resolution
We encourage individuals to address their concerns informally in the first instance. The majority of complaints can often be resolved quickly through open and respectful communication.
- Step 1: The complainant should initially raise the issue with the person directly involved (e.g., coach, staff member, or volunteer). This can be done via email, phone, or in person.
- Step 2: If the issue is not resolved at this stage, or if the complainant is not comfortable approaching the individual directly, they may choose to raise the concern with the Club’s Complaints Officer (or designated contact).
3.2. Formal Complaint
If the complaint cannot be resolved informally, the complainant can submit a formal written complaint to the Club’s designated Complaints Officer or the club’s management team. The following process will then be followed:
- Step 1: The complainant should submit their complaint in writing, clearly outlining the issue, any relevant details, and desired outcomes. Complaints can be submitted via email or through a complaint form available at the club.
- Step 2: The Complaints Officer will acknowledge receipt of the complaint within 3 working days.
- Step 3: The Complaints Officer will investigate the complaint. This may involve speaking with the complainant, the individual(s) involved, and any relevant witnesses. The investigation will be conducted in a fair and impartial manner, and all parties involved will be treated with respect.
- Step 4: Once the investigation is complete, the Complaints Officer will provide a written response to the complainant, outlining the findings and any actions or resolutions that will be taken. This response will typically be provided within 14 days of the initial complaint, unless further investigation is required.
3.3. Appeal Process
If the complainant is not satisfied with the outcome, they may appeal the decision. The appeal must be made in writing and submitted within 7 days of receiving the initial response. An appeal panel, consisting of members of the club’s leadership team (excluding those directly involved in the complaint), will review the complaint and the investigation process. The appeal panel will aim to provide a final resolution within 14 days of the appeal.
4. Confidentiality
Ipswich Skating Club is committed to maintaining confidentiality throughout the complaints process. Complaints will be shared only with those directly involved in resolving the issue, and any personal or sensitive information will be handled with care and discretion. In some cases, anonymity may not be possible due to the nature of the complaint.
5. Anti-Retaliation
Ipswich Skating Club strictly prohibits any form of retaliation against individuals who raise a complaint in good faith. This includes retaliation against complainants, witnesses, or anyone involved in the investigation. Any such retaliation will be treated as a serious matter and may result in disciplinary action.
6. Equal Opportunities
Ipswich Skating Club is committed to providing a safe and inclusive environment for all members. Complaints will be handled with sensitivity and respect, ensuring that individuals are not subject to discrimination, harassment, or victimization based on race, gender, age, disability, sexual orientation, religion, or any other protected characteristic.
7. Responsibility of Members
All members of Ipswich Skating Club, including skaters, parents, coaches, and volunteers, are expected to:
- Act respectfully towards others at all times.
- Follow the club’s codes of conduct and ethical guidelines.
- Attempt to resolve disputes amicably, where possible.
- Support the club’s complaints procedure when required.
8. Monitoring and Review
Ipswich Skating Club will regularly monitor complaints to identify any trends or areas for improvement. The Complaints Policy will be reviewed annually to ensure it remains effective and up to date with best practices.
9. Contact Information
If you wish to make a complaint or need further information, please contact:
- Complaints Officer: Charlotte Fell-Nicholls – Club Secretary
- Email: cfell-nicholls@skateipswich.com
- Club Chair: Thomas Fell
- Email: tfell@skateipswich.com
- Designated Safeguarding Officer (DSO): Nicky Pemberton
- Email: npemberton@skateipswich.com