COMPLAINTS POLICY

More often than not a complaint will coincide with someone disagreeing with a decision a coach has made, or a process that they have outlined, regarding a gymnast’s pathway. SAADI Gymnastics try hard to communicate expectations around pathways and the importance of choosing the correct journey if gymnasts are to enjoy their experience. If your complaint is in response to a decision a coach has made we would ask you to revisit our documents:

  • Attending a Trial Things to Consider

  • Squad or Trial Assessment Process

  • Squad Code of Conduct Parents

SAADI take the view that our coaches are the experts and are in the best position to decide which pathway is most appropriate for a child.

If your complaint is about anything else please see the process we adopt below.

1.     Introduction

SAADI Gymnastics seeks to provide a safe and positive sporting environment for all our members, its staff, and the wider community. However, we recognise that, sometimes incidents may occur that may result in a complaint being made to the Club.

If this is the case, we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

2.     Purpose of the Policy

2.1 This policy sets out the procedures for making complaints about SAADI Gymnastics Ltd, and how these complaints will be handled

2.2. This policy aims to provide individuals a fair, equitable and supportive environment should they feel an action has been taken against them or others that is inappropriate, unlawful, or unwelcome.

2.3   This policy seeks to support the achievement of this goal by providing a transparent and consistent process for resolving Member grievances.

 3.     Related Policy Documents


3.1   The following policies should be read in conjunction with this policy.

  • SAADI Gymnastics Ltd Code Of Conducts

  • SAADI Gymnastics Ltd Safeguarding Policy

3.2 This list is not exhaustive, and members should consult the  website for any further information regarding appropriate grievance resolution processes.

4.     Scope

4.1   This policy sets out:

  • The approach of SAADI Gymnastics Ltd in resolving complaints relating to decisions, acts or omissions of SAADI Gymnastics Ltd members, staff and/or committees which affect the experience of members.

  • Informal and formal procedures which members should follow in pursuing grievances.

 

5.     Application

 

5.1   This policy applies to complaints between a member or non-member and:

  • SAADI Gymnastics Ltd Staff members.

  • Another SAADI Gymnastics Ltd member

  • A visitor or contractor employed by SAADI Gymnastics Ltd

5.2   This policy does not apply to:

  • Internal staff complaints.

  • Complaints, allegations, or concerns about safeguarding.  (Complaints of this nature should be addressed according to our club’s Safeguarding Policy

  • Complaints related solely to the following entities:

  • British Gymnastics

  • Home Countries -English Gymnastics, Welsh Gymnastics, Scottish Gymnastics and Gymnastics Northern Ireland

  • Regional Committees in England

  • British Schools Gymnastics Association

  • Isle of Man Gymnastics Association

  • County Gymnastics Associations

 

If you have an issue regarding any of the above entities, please contact them directly. SAADI Gymnastics Ltd has no jurisdiction to handle complaints or appeals regarding the service provided by these organisations.

 

6.    Complaints Framework

 

6.1   Lodging a complaint

 

A complaint may be lodged informally or formally.

  • SAADI Gymnastics Ltd defines an informal complaint as an expression of dissatisfaction with the acts or services of SAADI Gymnastics Ltd but the individual who does not wish to file it in writing nor implement formal resolution proceedings.

  • SAADI Gymnastics Ltd defines a formal complaint as an expression of dissatisfaction with the acts or services of SAADI Gymnastics Ltd which is received by hand, post or email and requires a formal response and resolution process.

  • Complaints received via telephone may be considered to be a formal complaint and handled using the procedures in this policy at the discretion of the relevant member of SAADI Gymnastics Ltd staff.

  • Assistance to make a complaint - Where a Complainant, Respondent or other party requires adjustments to enable them to participate fairly in any aspect of the complaints process, the club Welfare Officer will consult with the individual and, where considered reasonable, will ensure appropriate adjustments are made.

 

There are 2 stages in the SAADI Gymnastics Ltd complaint and resolution process:


STAGE 1

6.2   Stage 1: Self-resolution of complaint (informal)

 

Where you feel comfortable doing so, you should attempt to seek a resolution to the complaint with the person/persons involved. Self-resolution is encouraged as it can resolve the complaint quickly and unofficially.

When discussing your complaint with the person/persons involved:

  • Describe the nature of complaint or grievance.

  • Include full details of the complaint i.e., names, dates, reasons for the complaint, and

  • State what outcome you would like to see the person or group take to resolve your complaint.

If the complainant feels it necessary and is comfortable, SAADI Gymnastics Ltd will record the dealings unofficially so as to use it for educational purposes in the future.   

 

STAGE 2

6.3   Stage 2: Formal complaint - member seeking resolution by appointed delegate.

 

If you do not feel comfortable addressing a complaint with the person/persons involved directly, or where you have attempted to resolve the complaint without success, members may lodge an application to commence the formal complaints process. This can be done in writing to SAADI Gymnastics Ltd Club Manager and/or the Club Welfare Officer.

The application must:

1.      be lodged within two calendar months of the decision, act or omission giving rise to the grievance.

2.      include the following information on the complaint/incident form:

  • A description of the nature of your complaint or complaint.

  • Full details of the complaint i.e., names, dates, reasons for the complaint; and

  • Statement of what outcome you would like to see the person/people/club take to resolve the complaint.

 

6.31 Receipt of complaint

 

The complaint will be logged, including the date it was received. SAADI Gymnastics Ltd will normally acknowledge receipt of the complaint within 7 working days of receiving it.
 

6.32 Managing the complaint resolution process

When determining how a complaint will be resolved, SAADI Gymnastics Ltd will consider factors such as:

  • The circumstances of the complaint

  • The seriousness of the complaint

  • Preferences of the complainant

  • The people involved

  • Confidentiality

  • Safety

  • Which individual has the ability, knowledge, availability, and credibility to resolve the complaint.

  • Whether the complaint should be handled by another policy or procedure

  • Whether the complaint should be referred to another body (i.e., a Regional or National level body, in our case this would be British Gymnastics)

6.33 Resolution options

Once a person/group is nominated to resolve the complaint (Club Manager and or Welfare Officer), they will determine the most appropriate process that will identify the facts and key issues relevant to the complaint that can help the Club resolve it.

Where a complaint has been lodged SAADI Gymnastics Ltd, in their complete discretion, may:

  • delegate the grievance to the club welfare officer.

  • after reasonable enquiry, dismiss the matter on the basis that it is:

1.      frivolous,

2.      vexatious,

3.      based upon insufficient grounds, or

4.      without sufficient supporting evidence.

6.44 Response to a complaint

SAADI Gymnastics Ltd will endeavour to provide a formal response to complaints within 21 working days of receipt of the initial complaint. In many cases this response will also report on the action the SAADI Gymnastics Ltd has taken to resolve the issue.

Where it is not possible to provide a response within this timescale, the complainant will be informed in writing of the reasons for the delay and the current timescales for providing the response.

Alternatively, a meeting may be convened to discuss the matter further. This meeting will normally take place within 10 working days. The aim will be to resolve the matter as speedily as possible.

 

6.4   Once this second stage response has been provided, there is no further escalation or appeals process.

 

7.    Policy compunction


This policy will be made available to all members via the SAADI Gymnastics Ltd website at www.saadigymnastics.co.uk

 

8.    Additions or Amendments

In addition to the annual review of this policy recommended changes to the policy may be submitted to SAADI Gymnastics Ltd for consideration, at any time. In the event that the changes are accepted, the policy will be updated, dated and circulated to all relevant members.

 

9.    Confidentiality

If you have a complaint, please use the processes outlined below. We encourage you to limit your discussions to those who need to know only. We also ask that you act quickly/without delay, to assist resolving a problem before it escalates.

All complaints will be taken seriously and dealt with sensitively and confidentially.

10.  Victimisation

No person/s lodging a complaint will be victimised or disadvantaged because of lodging a complaint. This also applies to any family members attending the Club, or other persons implicated or involved in the resolution. However, if the person lodging the complaint is considered a threat to, or is intimidating any individual employed by or attending the club, they may be banned from the premises.

11.  General Principles

11.1.      Impartiality

  • All concerns will be dealt with in a fair, honest, constructive way.

11.2.      Support person

An individual may request that another person be present at meetings/discussions associated with resolving a complaint. This request must be made in writing in advance of the meeting and directed to SAADI Gymnastics Ltd and/or our club Welfare Officer. The request should include the name of the support person, their relationship to the complainant, reason for attendance, and details such as occupation, current position to ascertain their appropriateness as a support person in relation to the complaint.

The request for a support person may be declined if not deemed appropriate to the specific complaint. The support person will not be able to contribute to the meeting other than asking for clarification if they are unsure of any point raised.

11.3.      Withdrawing a complaint

At any stage, it is the prerogative of the Complainant to withdraw a complaint. Such withdrawal must be notified in writing by the Complainant and acknowledged in writing by SAADI Gymnastics Ltd.

11.4.      Safety

While a complaint is being resolved, it is important that the Club’s operations and activities continue as usual, unless the issue/matter involves a serious Workplace Health and Safety matter where work processes must be immediately changed due to the presence of a high- risk situation.

11.5.      Vexatious Complaints

SAADI Gymnastics Ltd may take disciplinary action against any person/s who is found to have knowingly made an untrue, vexatious, or malicious complaint against the Club or a club member.

11.6.      Record Keeping

All parties should keep written records on matters relating to complaints, including all steps taken to resolve the complaint.

Information relating to your complaint that has been is provided in confidence will not be disclosed to any third parties without your permission, unless there is an overriding justification, for example where failure to disclose would put others at significant risk of harm or we are required to under our obligations in law. However, if your complaint relates to any third parties, you should be aware that this may make it difficult for us to investigate and resolve your complaint without disclosing the nature of your complaint.

Any personal data provided in connection with a complaint will be processed in accordance with data protection laws. Further information about how we use your personal data is provided in our privacy policy.