Wallasey Manor Tennis Club - Discipline and Complaints Procedure

Our Aim

WMTC is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members and visitors, and by responding positively to complaints.

Therefore, we aim to ensure that:

• Making a compliment or complaint is as easy as possible.
• We treat a complaint as a clear expression of dissatisfaction with our service which calls for a timely response.
• We deal with complaints promptly, politely, and when appropriate, confidentially.
• We respond in the right way – for example, with an explanation, an apology or information on any action taken.
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally and dealt with quickly. We aim to resolve these informal concerns quickly and keep matters private. This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff, and volunteers.

2. Definitions

A compliment is an expression of satisfaction with the standard of service we provide. A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded and acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible resolved to the complainant's satisfaction.

4.1 Responsibilities

A complainant’s responsibility is to:

• Bring their complaint in writing for the attention of either club welfare officers, Jen Warburton (07739355765), or Steven Copeland (07527199198) or via email at wmtc.safeguarding@outlook.com, normally within 2 weeks of the issues arising.
• Raise any concerns promptly and directly with either of the welfare officers, Jen Warburton, or Steven Copeland.
• Explain the problem clearly and as fully as possible, including any action taken to date.
• Allow the welfare officers reasonable time to deal with the matter, and recognise that in some circumstances the issues raised may be beyond the control of WMTC.

            WMTC’s responsibility will be to:

• Acknowledge the formal complaint in writing within 1 week of it being received.
• Deal reasonably and sensitively with the complaint and take action when appropriate.
• Conduct any investigation into the issues raised expeditiously and provide the complainant with regular updates should they so wish.
• To complete any investigation within a reasonable amount of time depending on the circumstances.
• To liaise with the Cheshire LTA, Regional LTA Safeguarding and Welfare Officers, the local authority and/or law enforcement were appropriate.

5. Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure and maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on the facts). Should this be the case, the situation will be explained to the complainant. This policy is reviewed every three years (or earlier if there is a change in national legislation)

6. Initial Assessment

Upon receiving a complaint, the club management will conduct an initial assessment to determine the severity and validity of the reported incident and may for minor disputes or concerns, facilitate mediation between involved parties to resolve the issue amicably.

7. Disciplinary Action

If following an investigation into a complaint or a breach in the WMTC Code of Conduct and misconduct is substantiated, appropriate disciplinary measures will be taken. These may include verbal and/or written warnings, suspension, or expulsion from the club. The action taken will be a WMTC committee decision and will depend on the severity of the incident.

7.1 Right to Appeal

• Any member(s) having been found guilty of misconduct, have the right to appeal any disciplinary decision. Appeals must be submitted in writing within 14 days after the initial decision.

7.2 Confidentiality

• WMTC is committed to maintaining the confidentiality of all parties involved during the disciplinary process to the extent permitted by national legislation.

7.3 Repeat Offences

• Any member who repeatedly breaches the Code of Conduct or is found to be guilty of misconduct on more than one occasion, may receive more severe consequences, including permanent expulsion from the club.

7.4 Record Keeping

• The club will maintain a record of all disciplinary actions, ensuring transparency and consistency in the enforcement of the code of conduct.

8. Amendments

The club reserves the right to amend the Discipline and Complaints Procedure as needed. Any changes will be communicated to all members.

By becoming a member of Wallasey Manor Tennis Club, individuals agree to abide by this Discipline and Complaints Procedure and the Code of Conduct and failure to comply may result in disciplinary action.