EKRR FC
Complaints & Grievance Procedure
1. Purpose
EKRR FC wants every member — across EKRR AFC, EKRR Youth and EKRR Over 35 — to enjoy their football. From time to time concerns or complaints arise, and it is important they are dealt with fairly, promptly and consistently. This procedure explains how to raise a concern and how the Club will respond.
2. Scope
This procedure can be used by any player, official, volunteer, parent or guardian (in the Youth Section) or supporter who has a concern about the conduct of a member, a decision of the Club or a Section, or any aspect of how the Club is run.
Safeguarding concerns and concerns about abuse — particularly, though not only, in the Youth Section — must not be routed through this general complaints procedure. They should be raised immediately with a Child Wellbeing & Protection Officer (see Section 4 below) and, where appropriate, with Police Scotland or other statutory services.
3. Principles
• Concerns will be treated seriously, fairly and without victimisation of the person raising them.
• Matters will be handled confidentially and shared only with those who need to know.
• Everyone involved will be given a fair opportunity to put their side.
• The Club will aim to resolve matters informally where possible.
• For matters involving a child, the child’s welfare will be the paramount consideration.
4. Safeguarding Route (Youth Section and any concern involving a child or protected adult)
If your concern involves the safety or welfare of a child (or a protected adult) — for example, an allegation of abuse, inappropriate behaviour by an adult towards a child, or serious bullying — please:
1. Raise it immediately with a Child Wellbeing & Protection Officer (Team, Youth Section or Club-level).
2. If a child is in immediate danger, call 999.
3. Do not attempt to investigate the concern yourself.
The Club’s response will follow the Player Protection Policy of the relevant governing body, and referrals may be made to statutory services such as Police Scotland or social work. Confidentiality will be maintained on a strict need-to-know basis.
5. Stage 1 – Informal
Most non-safeguarding concerns are best resolved quickly and informally. In the first instance, raise the matter with:
• For EKRR AFC or EKRR Over 35: your coach, the Section Head, the Section Secretary or any Section Sub-Committee member.
• For EKRR Youth: your child’s coach, the Team Secretary, the Youth Section Head or a Youth Section Sub-Committee member.
Many issues can be settled with a conversation.
6. Stage 2 – Formal Complaint
If the matter cannot be resolved informally, or is too serious for an informal approach, you can make a formal complaint in writing (text or email is acceptable) to the Club Secretary or the relevant Section Secretary, setting out:
1. What the concern is.
2. When and where it happened.
3. Who was involved.
4. What you would like to see happen.
The Secretary will acknowledge a formal complaint within seven (7) days.
7. Consideration – Where the Complaint Goes
Formal complaints will be considered as follows:
• Section-level matters (e.g. a coach or player within one Section) are considered by the relevant Section Sub-Committee, which reports the outcome to the Executive Committee.
• Club-level matters (e.g. affecting more than one Section, or involving a member of the Executive Committee or a Section Head) are considered by the Executive Committee.
• Safeguarding matters follow the route in Section 4 above.
Where a committee member is the subject of, or connected to, the complaint, they will take no part in considering it. The relevant committee will consider the complaint fairly, gathering any information needed and giving those involved the opportunity to respond. They will aim to reach a decision within twenty-one (21) days and will communicate the outcome in writing.
8. Outcomes
Possible outcomes include no further action, an apology, mediation, a warning, or disciplinary action under the Club Constitution up to and including suspension or removal from the Club. In safeguarding matters, additional outcomes may include referral to the relevant governing body’s Player Protection Panel and to statutory services.
9. Appeals
If you are dissatisfied with the outcome, you may appeal in writing to the Chair Person within fourteen (14) days, setting out your grounds. The appeal will be considered by committee members not previously involved. Matters within the jurisdiction of the relevant governing body or league may also carry a right of appeal to the governing body’s Appeals Committee, as set out in Section 15 (Appeal) of the Club Constitution.
10. Complaints from Parents and Guardians (Youth Section)
Parents and guardians can raise concerns on their own behalf or on behalf of their child. Where appropriate, and especially with older children, the child’s own views will be sought and taken into account. The Club encourages parents to raise concerns through the Youth Section route in Section 5 in the first instance, and to use the safeguarding route in Section 4 for any welfare or safeguarding concern.
11. Review
This procedure will be reviewed at least once per season by the Executive Committee.
Adopted by the EKRR FC Executive Committee on: ____________________