Complaints Procedure

• All complaints should be addressed in writing to the company director to 5 Beechwood Drive, Cobham, KT11 2DX or via email to surreynetballcoaching@gmail.com.  
• All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
• Resolving Complaints
• In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Surrey Netball Coaching Director within five business days.
• On receiving the complaint, the Director records it in the complaints Logbook. If it has not already been resolved, or cannot be resolved by them, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
• Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within a 3 weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
• Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
• Following the completion of the investigation, if the matter is not resolved a second company member will consider the information collated and make a decision on the complaint..
• Their decision will be notified to the complainant in writing within 7 days from receipt of investigation report.

Disciplinary Procedure

• Disciplinary action may be taken against any member of staff whose actions bring the company or the game of netball into disrepute.
• Further, in the event that a complaint lodged under the complaints procedure is upheld, or following a serious breach Codes of Conduct, it may be appropriate for the Club Committee to take disciplinary action against them.
• Allegations of misconduct will be investigated in the same way as complaints outlined above and considered at a disciplinary hearing heard by a panel of 3 members of the Management Committee.
• The outcome of the disciplinary hearing will be communicated to the member within 7 days of the disciplinary hearing.
• Possible disciplinary action will include termination of employment.
• The member will have a right of appeal against the decision within 7 days. The appeal should be lodged in writing with the company owner at surreynetballcoaching@gmail.com.
• Any appeal will be considered by a member of the Club Committee not previously involved with the disciplinary hearing within 7 days of receipt and his or her decision notified to the member in writing.
• The company directors decision following an appeal hearing is final.