Enderby Bowls Club
FORMAL COMPLAINTS PROCEDURE
The purpose of a formal complaint’s procedure is intended to ensure that all complaints are handled confidentially, fairly, consistently, and wherever possible resolved to the complainant’s satisfaction.
Stage 1
In the first instance your complaint should be notified / addressed to the Club Welfare Officer(s)
Stage 2
If your complaint concerns a Bowls Club Welfare Officer or a volunteer at the club and you are unable to resolve the issue informally or at a local level, you should write to your relevant NGB so that he/she has a chance to put things right.
In your letter, you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt.
You should receive a response and an explanation within 28 working days.
Stage 3
If you are not satisfied with the initial response to the complaint, then you can ask for your complaint and the response to be reviewed by the relevant NGB Board of Directors. The aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Final Stage
If you are not satisfied with the subsequent reply from the relevant Board of Directors, then you have the option of writing to the Chair of the relevant Board stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from the relevant Board.
The Chair (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
The decision will be final
Enderby Bowls Club
COMPLAINTS POLICY
This policy is in line with Bowls England policy on Misconduct – Regulations 9/9A
If any Club member or visitor feels he or she has suffered discrimination in any way or that Club Policies or Code of Conduct Rules have been broken, they should place in inwriting or email to the Chairperson or Club Secretary.
If the matter relates to children, young people and adults at risk of harm or abuse, it should be reported to the Club Safeguarding officer.
Definition of a Complaint
Minor Complaint – a dispute about behaviour or poor practice resulting in some resentment, or hindrance to the complainant’s enjoyment of the sport. This could include decisions around team selections. The Club excepts members to attempt to settle minor disputes between themselves. The aim of this shall be to resolve the situation at a level where, for example, a simple apology and agreement not to repeat an action may be sufficient. This could take place without the need of the involvement of others and would not give rise to disciplinary.
Formal complaint – an allegation of abuse or poor practice that causes distress or risk of harm to the complainant or another member or non- member of the Club. A formal complaint may also result from the accumulation of a series of minor complaints relating to an individual member, ie unacceptable or inappropriate behaviour contrary to the Clubs Code of Conduct, Rules or Constitution. Any member with a serious complaint about any action of another member shall deliver in writing or in an email to the Chairman or the Secretary. Upon receipt of a formal complaint the Chairman or Secretary shall acknowledge receipt of the complaint as soon as practically possible and shall inform those involved about how the complaint shall be dealt with.
The Club shall deal with the complaint(s) by following the standard procedure outline below:
PROCESS
1. For complaints not related to children, young people and adults at risk of harm or abuse the matter should be referred to the Bowls Club Chair/President. The report should include:
a. Details of incident
b. The date time the incident occurred
c. Names of any witnesses or people present at time of incident
d. Statements from any witnesses
e. An indication as to the desired outcome
Stage One
2. The first stage of the complaint process will be for the Club to try to resolve the complaint informally via discussion with both parties to find an amicable resolution. This should be achieved within 14 days from receipt of the complaint. The complaint and resolution will be documented and kept in a complaint file.
Stage two
3. If the complaint is not resolved informally the President will convene a Disciplinary Committee of three Members who are independent of the people involved and none of whom shall have any previous involvement or prior material knowledge of the alleged misconduct. One of these three will act as Chair of the Club Disciplinary Committee.
The Committee:
a. will treat every report as confidential
b. will not discuss any matter with anyone outside of the committee or than to request expert advice
c. will forward the names of members of Club Disciplinary Committee to the accused / members who may object to a maximum of two
d. will request that both parties to the complaint submit written evidence regarding the incident(s)
e. will forward copies of evidence to the parties involved (suitable redacted)
f. may decide to dismiss the complaint without holding a hearing if there is insufficient evidence to continue
g. will seek to ascertain whether the accused member / members accept the written evidence or whether witnesses are required to give evidence in person at the Club Disciplinary Hearing
h. may hold a hearing (whether such hearing is requested by either party) at which both parties will be entitled to attend and present their case
i. arrange for a hearing within 42 days of receiving the complaint
j. will arrange for minutes of Disciplinary Hearing to be taken
k. Club President or Selected Nominee to act as Case Presenter
l. the hearing will be conducted in accordance with Bowls England Regulation 9 (section 3.5 to 3.20 inclusive)
m. will have the power to impose any one or more of the following sanctions on any person found to be breach of any policy:
1. Warn as to future conduct
2. Suspend from membership
3. Remove from membership
4. Exclude a non - member from the facility, either temporarily or permanently
5. Turn down a non – member’s current and /or future membership applications
4. If suspension or exclusion is proposed please refer to Bowls England Regulation 9 Section 15,16 & 17
5. Will provide both parties with written reasons for its decision to uphold or dismiss the complaint within one (1) calendar month of such decision being made
6. The Chair of Club Disciplinary Committee prepare a SHORT report which will be filled on the complaints file
7. If allegation of misconduct is proven, the accused member / members are to be advised in writing of their right to appeal to the County Association - template form available on Bowls England website. The appeal must be made within 14 days of the of the Disciplinary Hearing.