Complaints Procedure

Cheer Valley Cheerleading Club Complaints Procedure

At Cheer Valley Cheerleading Club, we value the safety, well-being, and satisfaction of all our members and their families. We understand that, at times, issues or concerns may arise. To ensure a fair, transparent, and efficient resolution process, we have established the following complaints procedure:

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1. Informal Resolution

We encourage members and their families to first attempt to resolve any complaints informally by discussing the matter directly with the relevant person involved (coach, administrator, etc.). Often, minor issues can be resolved quickly through open communication.

Steps:

• Speak directly with the individual involved in the issue (e.g., a coach, committee member, or other relevant parties).

• Express the concern calmly and clearly, with a focus on resolving the issue collaboratively.

• If a satisfactory resolution is reached, no further action is needed.

If you feel uncomfortable discussing the issue directly, or if the matter remains unresolved, please proceed to the formal complaint process.

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2. Formal Complaint Submission

If the issue cannot be resolved informally, a formal written complaint should be submitted to the Club’s Complaints Officer. This allows for a more thorough investigation and response.

Steps:

• Submit your complaint in writing via email addressed to the Complaints Officer at cheervalleyallstars@gmail.com 

• Your complaint should include the following:

  • A clear description of the issue/incident.

  • Relevant details (dates, times, and any involved parties).

  • Any steps taken so far to address the issue.

  • Desired outcome or resolution.

Complaints should be submitted within 14 days of the incident or concern to ensure timely review and resolution.

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3. Acknowledgment of Complaint

Once the written complaint is received, the Complaints Officer will acknowledge receipt of the complaint within 3 working days. The Complaints Officer will outline the process for investigating the issue and provide an expected timeframe for resolution.

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4. Investigation Process

The Complaints Officer will conduct a thorough investigation into the complaint. This may involve:

• Interviewing the person(s) involved in the issue.

• Gathering any relevant documents, communications, or evidence.

• Consulting with any witnesses, if applicable.

The Complaints Officer will aim to complete the investigation and provide a response within 10 working days of receiving the complaint. If the investigation requires more time, the complainant will be informed of the delay and a new expected timeline.

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5. Resolution and Outcome

After the investigation is complete, the Complaints Officer will issue a formal response to the complainant. This response will include:

• A summary of the findings of the investigation.

• An explanation of any actions that will be taken to resolve the issue.

• Any recommendations for improving processes or preventing future issues.

If the complaint is upheld, appropriate action will be taken to address the situation. This may include additional training for staff or coaches, changes to club policies, or other necessary measures.

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6. Appeals Process

If the complainant is not satisfied with the resolution, they may appeal the decision. The appeal must be made in writing within 7 days of receiving the outcome.

Steps:

• Submit a written appeal to the Club’s Appeals Panel (contact details will be provided by the Complaints Officer).

• The Appeals Panel will review the original complaint, the investigation process, and the outcome.

• A final decision will be made within 14 working days of receiving the appeal, and the complainant will be informed of the outcome.

The decision of the Appeals Panel is final.

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7. Confidentiality and Data Protection

All complaints will be handled confidentially, and personal information will be protected in line with the Club’s data protection policies. Only those who need to be involved in resolving the complaint will have access to relevant information.

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8. Support Available

If you need assistance in submitting a complaint, understanding the procedure, or require additional support, please feel free to contact the Complaints Officer. We are committed to ensuring that everyone involved in the Club feels heard, respected, and supported throughout the process.

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9. Contact Information

For submitting a formal complaint or for further information, please contact:

Complaints Officer
Ellie Barber
Email: cheervalleyallstars@gmail.com

Thank you for helping us maintain a positive, respectful, and safe environment at Cheer Valley Cheerleading Club. Your feedback is valuable to us!