Tayport Tennis Club Complaints Policy & Procedure

 20/01/20

Complaints Policy

Tayport Tennis Club Charity no. SC047926 is a registered charity which aims to promote involvement in tennis for people of all ages in a safe and welcoming environment.  Please refer to our related Code of Conduct, Safeguarding Policy and Diversity Policy for information.

The following Complaints Procedure provides information on how to make a complaint and the steps that will be undertaken to investigate any complaint brought to the attention of the Trustees.

Complaints Procedure

In the event that any Tayport Tennis Club member or visitor feels that they have experienced or witnessed someone behaving in a way that is unsafe, discriminatory, offensive or intimidating, or  witnessed someone breaking club rules or policies then the following action should be taken:

1. The Complainant should report the matter in writing to the club Chairman (tayportltc@gmail.com) or club Welfare Officer (tayportltcwelfare@gmail.com).

2. The report should include:
(a) details of what occurred;
(b) details of when and where the occurrence took place;
(c) any witness details and copies of any witness statements;
(d) names of any others who have been treated in a similar way (provided that those people consent to their names being disclosed);

3. If a person is accused of inappropriate standards of behaviour, breach of tennis etiquette or Club rules, the matter will be referred to the Club Trustees. The Trustees
 

3.1 Will request that both parties to the complaint submit written evidence regarding the incident(s);
3.2 May decide (at their sole discretion) to uphold or dismiss the complaint without holding a hearing;
3.3. May (at their sole discretion) hold a hearing (whether or not such a hearing is requested by either party) at which both parties will be entitled to attend and present their case;
3.4  Will have the power to impose any one or more of the following sanctions on any person found to be in breach of any club policy:                        
(a) warn as to future conduct;
(b) suspend from membership;
(c) recommend removal from membership to the Trustees;
(d) exclude a non-member from using the facilities of the Club, either temporarily or permanently; and
(e) turn down a non-member’s current and/or future membership
 

3.5. Will provide both parties with written reasons for their decision to uphold or dismiss the complaint
 

4. If a complaint is made about a Trustee the person complained about will absent themselves from that Trustees’ meeting called to determine the outcome unless called to give their account.

 

 In the case of a potential criminal matter or child protection matter this may be referred to the Police or Social Work Services.