Bradford & Bingley RFC

COMPLAINTS PROCEDURE

Bradford & Bingley RFC is a private members Rugby Club and is a voluntary organisation, which is affiliated to the RFU and Yorkshire RFU It, is committed to providing Rugby Football both playing & coaching facilities for young people both Male & Female from U 6 years of age to Open Age. It aims to give a quality services to its members, volunteers and community users. Our Junior section attained the coveted “ SEAL of APPROVAL “ All our Junior section coaching volunteers are CRB vetted, have coaching certificates at various levels and hold First Aid Qualifications As part of this commitment we operate a complaints procedure for all sections of the club that is summarised below.

Introduction and Purpose

We believe it is the right of every member, volunteer, community user, paid staff or anyone with a legitimate interest in the services and facilities operated by Bradford & Bingley RFC, to discuss any complaint or concern with a committee member of Bradford & Bingley RFC who is instructed by the committee to deal with any specific complaint. In the case of a complaint received from a player or rugby coach this will be dealt with by a maximum of 3 committee members nominated by the General Committee.

If you feel:

¨You have been dealt with unfairly

¨One of our members, volunteers or service users has upset you

¨You have not received a satisfactory service

Please let us know

We try to provide as good a service (within the confines of our income) as we can and strive to improve our services where possible. Although most people don’t like to complain, if we know about any problems we can try and address them.

The COMMITTEE will ensure that the Bradford & Bingley RFC is accountable to its members, volunteers, community users and paid staff and will, therefore take every complaint seriously. Equally we value compliments, which also lead to users service improvements and the ongoing development and sharing of best practice.

Guidelines

All complaints should be dealt with as informally as possible, as soon as possible. However, if the matter cannot be resolved then the complainant has the right to take matters further.

Only people who need to be involved in any investigation of a complaint will know about it.

In undertaking any investigation every attempt will be made throughout to ensure that equal opportunities issues are addressed.

How to make a complaint.

To make your complaint you MUST ensure it is in WRITING and addressed to the Hon Secretary Bradford & Bingley RFC. Marked Private & Confidential COMPLAINT.

Clearly stating exactly the nature of your complaint, any witnesses and the person(s) involved.

Please ensure you keep a personal copy.

All written complaints will be acknowledged within 7 days from (date of receipt)

and will be investigated within four calendar weeks. Following this we will write to you informing you of any action which we intend to take (or have taken) in response to your complaint.

Should the investigation take longer than the time given above we will let you know how long we expect this investigation to take.

If you are still not satisfied.

If you feel that this complaints procedure is not appropriate for dealing with your complaint or you are not happy with the outcome of the clubs investigation in to your original complaint, then please contact the Hon Secretary to arrange a personal meeting with the Independent Chairman (or their nominated person) of the Bradford & Bingley Sports Club Ltd.,

Published by the General Committee of BRADFORD & BINGLEY R.F.C.

14th January 2010.