Policies

COMPLAINTS

Freshford & District Tennis Club – Complaints Policy

1. Purpose
Freshford and District Tennis Club is committed to providing a welcoming, safe, and enjoyable environment for all members, visitors, and staff. We take concerns and complaints seriously, and dealing properly with complaints helps tackle problems before they become serious. If problems do become serious, the policy provides a way for them to be dealt with. The LTA is not able to resolve all of the complaints and problems that arise in British tennis and they therefore strongly recommend that clubs put in place a system to deal with problems locally. The LTA is available both to clubs and to individuals in case serious problems arise.

2. Scope
This policy applies to:

• Club members • Visitors, guests, and parents/guardians • Staff, volunteers, and coaches It covers complaints relating to: • Behaviour of members, visitors, staff, or coaches • Club facilities and services • Club rules, policies, and decision-making

3. Principles
We will ensure that:

  • Complaints are taken seriously and dealt with respectfully.
  • All parties have the opportunity to be heard.
  • Complaints are handled in a timely manner.
  • Confidentiality is maintained wherever possible.
  • Outcomes are fair, transparent, and consistent.

4. How to Make a Complaint

Complaints should be raised as soon as possible after the incident or concern. Members should:

1. Informally raise the issue with the relevant committee member, coach, or staff member to seek quick resolution. If no resolution is found:

2. Formally submit a written complaint (by email or letter) to the Chair, Gez Rideout at gez.rideout@gmail.com including:

  • Name and contact details
  • Details of the complaint (date, time, people involved, what happened)
  • Steps already taken to resolve the matter

Anonymous complaints will be considered where appropriate, but may limit the Club’s ability to investigate.

5. Complaints Procedure

1. Acknowledgement – The Club Chair (or designated officer) will acknowledge receipt of a formal complaint within 7 days.

2. Review – The complaint will be reviewed by at least two committee members, and if necessary, relevant individuals will be consulted.

3. Outcome – A written response will be provided within 28 days, setting out:

  • The findings of the review
  • Any actions the Club proposes to take
  • Options for appeal if the complainant is dissatisfied

4. Appeal – Appeals must be submitted in writing to the Club Chair within 14 days of the decision. The appeal will be reviewed by a sub-committee not previously involved in the complaint. The decision of the appeal panel is final.

6. Possible Outcomes

Depending on the nature of the complaint, possible outcomes may include:

  • Explanation, clarification, or apology
  • Mediation between parties • Changes to Club policies or practices
  • Warnings, suspension, or termination of membership (as per the Club Constitution/Rules)

7. Safeguarding Concerns

Any complaint relating to the safety or welfare of children or vulnerable adults must be referred immediately to the Club Welfare Officer, Valencia Haynes - valenciarhaynes@gmail.com who will follow safeguarding procedures in line with [LTA guidance or your national tennis governing body]. 8. Monitoring and Review The Committee will keep a record of complaints and outcomes to monitor trends and ensure improvements. This policy will be reviewed annually.

8. Monitoring and Review

The Committee will keep a record of complaints and outcomes to monitor trends and ensure improvements. This policy will be reviewed annually.