Complaints

In the event that any Parent/Carer, Club Official/Coach feels that he or she has suffered discrimination, experienced or witnessed something of concern or that the Club’s Policies, Rules or Code of Conduct has been broken they should report the matter to Vice President (David Wilson Head of RC Lens (London) . If immediate action is required on match days to the referee  and/or Quality Standards Coordinator.

Frontline Resolution (Vice President responsible for this stage)
For issues that are straightforward and easily resolved, requiring little or no investigation, a private word to Parent/The Team Coach or other Club Official might remedy the issue or concern that has arisen. This is not to undervalue minor concerns, rather in some instances a remedy can be decided upon quickly and to the satisfaction of all (an apology, explanation or other action). For example, it may be some aspect of League Policy has not been fully understood by a parent, or incorrectly applied by a Coach, or The League policy itself is unclear or contradictory. A private word with the ‘frontline’ person (e.g. Coach) might be the obvious and simplest approach to take. The League would expect the issue to be resolved within one week and The Coach or Club Official is required to report to Vice President and Head Disciplinary the concern and resolution offered so that this can be agreed and recorded in The League minutes.

More Serious Concerns
There is always the potential for more serious concerns to arise that require a more significant intervention. In these instances, a more formal process is required so that the league can both record and address the issue or concern. Where a serious concern arises, this should be reported to Head of Disciplinary and President/CEO. Once reported, Head of Disciplinary and President/CEO are collectively responsible for the investigation of the major concern and for applying the following guiding principles:

  • The Complainant’s (Director of Football/Secretary) should be asked to make their complaint in writing to either using the complaints portal. The Director of Football/Secretary detailing their complaint, and how they can be contacted so The League can keep them informed of progress or their complaint;
  • That The League will remain in contact with the Complainant’s (Club Management) and deal with the complaint constructively;
  • The Complainant will receive timely confirmation by email that The League has received and is dealing with their complaint and that this should not be more than 5 days from receiving the complaint;
  • That The League will investigate the complaint and respond to the complaint within 20 days of receipt (either with a proposed resolution, or details of further actions to be taken);
  • That The League will investigate the complaint by looking at what might have gone wrong and/or what needs to be done to rectify the cause of the complaint. The League will also assess whether someone has suffered any injustice, and what remedy would be fair and proportionate in the circumstances;
  • Where the complaint indicates a law may have been broken, The League willinform the relevant statutory authority;
  • Complaints that have a general significance across the League might necessitate wider consultation, (e.g. professional conduct of league staff) which might have implications for the interests of Parents, Youth Members and Coaches but from different perspectives, and therefore involve wider consultation and perhaps even discussion by The League Management Board and/or Senior Operations Team;
  • Sensitive complaints may need to be dealt with confidentially (e.g. that involve a Safeguarding context) and include guidance from specific Officers of The League, e.g. Safeguarding
  • That learning from something that has gone, or is going wrong, and putting right mistakes, is paramount. Seeking to hide mistakes is counter to the wider interests of The League, Its Youth Members and Volunteers and therefore any investigation should be open, fair and respectful to all concerned.

Complaints Portal