Complaints Policy
Introduction
If any employee, member, or visitor feels that he, she, or they have suffered discrimination or harassment in any way or that the club’s code of conduct or safeguarding policy has been broken, then a complaint may be made.
This policy tells you how to make a complaint at Wimbledon Racquets and Fitness Club (the “Club”). Complaints may be made against another member, a sports coach, an employee, or the Club as a collective whole. Complaints should be based on factual evidence and not opinions that could be deemed subjective. The primary objective of the process is to highlight a concern, if appropriate hold those accountable and enable us to learn from any mistakes made, to help us preserve the standards of our club and its welcoming, inclusive environment.
Everyone must abide by our code of conduct and safeguarding policy. Additionally employees are bound by the terms and conditions of their employment and coaches by the terms of the coaching licences issued by the various sports national bodies.
You have the right to complain, and we take complaints seriously. You should not be harassed, bullied, or put at a disadvantage because of making a complaint. You should receive a proper response to your complaint.
Complaints are dealt with regardless of your age, gender, disability, race, religion, nationality, social status, sexual orientation or political persuasion.
Complaints are dealt with fairly. Those affected by a complaint must have a chance to contribute and respond to any investigation. Persons complained about are not assumed to be guilty by a complaint being raised.
The Complaints procedure is intended to be used for matters of substance only. Those raising complaints should be mindful that those dealing with the complaint will likely be volunteers giving up their time for the club. Raising trivial or vexatious complaints could itself be considered grounds for disciplinary sanction.
How to make a complaint
If the matter is related to safeguarding then please in the first instance contact the Club’s welfare officer at safeguarding@wimbledonclub.co.uk.
For other matters it is usually best to start by having a conversation with a member of staff or the Manager. He/she may be able to help to resolve your problem informally.
If this does not resolve your issue to your satisfaction and you wish to make a formal complaint, please follow the procedure set out below.
A formal complaint should be made via email (or in writing if email is not possible) to:
- The Manager – regarding the facilities or services, or any employee, or another club member manager@wimbledonclub.co.uk;
- Chairman of the Board – regarding the Manager or any other Board Member chair@wimbledonclub.co.uk;
- The Club’s Committee Heads – regarding a sport specific issue badminton.committee.chair@wimbledonclub.co.uk, squash.committee@wimbledonclub.co.uk
The report should include:
- Details of when and where the occurrence took place;
- Details of what occurred;
- Any witness statement(s) and their contact details.
How will my complaint be handled?
Whilst we cannot guarantee that a complaint will be dealt with to your satisfaction, complaints will be treated in a fair and consistent manner. The process will be transparent.
The person to whom the complaint was submitted will either investigate it themselves or for more serious matters forward to the board who will convene a group of two or more members (not necessarily board members), who are not involved in the matter complained about, to investigate.
In either case an investigation will normally include speaking to the complainant and the person(s) complained about and to any witnesses. For more serious matters a formal meeting may be convened to do this.
The conclusion of the above complaints process will be documented and copies given to those complaining and complained about.
If a complaint is upheld the Board will have the power to impose any one or more of the following sanctions:
- Provide a warning to a member.
- Suspend a membership.
- Terminate a membership.
- Exclude a non-member from the Club, either temporarily or permanently
- Turn down a non-member’s current and/or future membership applications.
- Any other sanction deemed appropriate.
In addition, or alternatively to the above sanctions, the Board may make or take the following steps:
- provide an explanation or apology;
- agree to communicate or act differently in future.
You should receive an acknowledgment email of your complaint within two working days, and our aim is that complaints should be dealt with within 30 days. These timescales are targets, not guarantees.
Right of appeal
If a complainant feels that the issue has not been investigated in a thorough manner then they may appeal. Note that an outcome you do not agree with is not itself grounds for appeal.
An individual sanctioned also has the right of appeal, as enshrined in paragraph 5 of our articles of association.
Grounds for appeal are:
- That material matters were not considered by the complaint investigation;
- That a sanction imposed is unreasonable given the facts established.
Any such appeal should be addressed to: board@wimbledonclub.co.uk. The board will convene a panel of two or more members, not involved in the matter complained about and not involved in the original complaint investigation to hear the appeal. Their decision is final.