1. PURPOSE

The purpose of this procedure is to provide a clear, fair and consistent process for managing concerns, complaints and breaches of Club governance documents, handbooks and procedures.

The Club is committed to promoting a fun, positive, safe, inclusive and supportive environment for all players, volunteers, parents, spectators and visitors.

Where concerns arise, the Club will seek to resolve issues fairly, proportionately and at the earliest opportunity.

2. SCOPE

This procedure applies to:

• Players.
• Parents and guardians.
• Coaches and managers.
• Volunteers and Club Officials.
• Spectators.
• Members.
• Any individual representing or associated with the Club.

This procedure may be used where concerns relate to:

• Behaviour inconsistent with the Club's values.
• Breaches of Club Codes of Conduct.
• Breaches of Club governance documents, handbooks and procedures.
• Behaviour that may bring the Club into disrepute.
• Repeated low-level concerns.
• Conduct affecting the safety, wellbeing or enjoyment of others.

Safeguarding concerns shall be referred immediately to the Club Welfare Officer and managed in accordance with FA safeguarding procedures.

3. BEHAVIOUR SUPPORT, EARLY INTERVENTION & PLAYER DEVELOPMENT

The Club encourages concerns to be addressed at the earliest opportunity through support, communication and education.

This Behaviour Support Pathway is intended primarily for younger players within Mini Soccer and Foundation Phase age groups.

For younger players, particularly within Mini Soccer and Foundation Phase age groups, the Team Manager, Coach, Welfare Officer or other appropriate Club Official may use the following Behaviour Support Pathway before considering formal action.

Step 1 – Immediate Support: The session may be paused where necessary, and the player given time away from the activity with their parent or guardian to help them reset before returning if appropriate.

Step 2 – Parental Involvement: Where behaviours continue, the Coach, Manager or other appropriate Club Official will discuss the concerns with the parent or guardian and agree how the Club and family can best support the player.

Step 3 – Review: Where concerns remain, the Club may agree additional support measures or a short break from football activities whilst an appropriate plan is developed.

Step 4 – Formal Review: Where behaviour continues to impact the safety, wellbeing or enjoyment of others despite support measures, the matter may be referred for formal consideration under this procedure.

For older players, the Club recognises that expectations of behaviour and personal responsibility increase with age. Concerns will normally be addressed directly with the player and, where appropriate, their parent or guardian, through discussion, clear expectations and appropriate support before progressing to the informal or formal stages of this procedure where necessary.

The Club recognises that children and young people develop at different rates and will seek to work positively with families wherever possible.

4. RAISING A CONCERN OR COMPLAINT

The Club encourages concerns to be raised as early as possible so they can be resolved fairly, consistently and at the lowest appropriate level.

Where appropriate, concerns should normally follow the following escalation process:

Stage 1 – Informal Resolution

Where appropriate, concerns should first be discussed with the relevant:

• Coach
• Team Manager
• Age Group Manager

Many issues can be resolved quickly through open discussion and clarification.

Stage 2 – Formal Complaint

Where the matter cannot be resolved informally, or where the concern relates to one of the individuals involved in Stage 1, it should be raised with the next appropriate level within the Club.

The concern should normally be raised with one of the following, as appropriate

• Age Group Manager
• Club Secretary
• Club Welfare Officer
• Executive Committee Member

The concern should include:

• Details of the incident.
• Individuals involved.
• Dates and times.
• Any supporting evidence.

State 3 - Safeguarding Concerns

Any concern relating to the welfare or safety of a child or vulnerable person must be reported immediately to the Club Welfare Officer (or, if unavailable, another member of the Executive Committee) and will be managed in accordance with the Safeguarding Handbook and FA safeguarding procedures.

Anonymous concerns will only be considered where sufficient information exists to enable an appropriate investigation.

The Club will seek to keep individuals who raise concerns informed of progress, subject to confidentiality, safeguarding requirements and data protection legislation.

5. INFORMAL RESOLUTION

Where appropriate, concerns should first be addressed informally.

This may include:

• Discussion with those involved.
• Clarification of expectations.
• Reminder of relevant Codes of Conduct.
• Mediation between parties.
• Informal warnings or guidance.

Where a matter is resolved informally, no further action may be required.

Where concerns are repeated, serious, or cannot be resolved informally, the matter may progress to a Formal Investigation.

6. FORMAL INVESTIGATION

Where concerns are serious, repeated or cannot be resolved informally, the matter may be subject to a formal investigation.

The Executive Committee may appoint one or more individuals to investigate.

The investigation may include:

• Written statements.
• Meetings or interviews.
• Review of correspondence, messages, photographs or video evidence.
• Consultation with relevant Club officials.

Individuals subject to investigation shall be given an opportunity to provide their account of events before any decision is made.

Where the concern relates to a Coach, Manager, Club Official or member of the Executive Committee, the matter shall normally be managed by the Chairperson, Secretary or Welfare Officer, as appropriate.

Any individual who is the subject of a concern shall not participate in the investigation, consideration or determination of the matter.

7. INVESTIGATION TIMESCALES

The Club shall seek to progress concerns promptly and fairly.

Where a Formal Investigation is initiated:

• The individual(s) concerned shall normally be notified within 5 days.
• Investigations should normally be concluded within 28 days where reasonably practicable.
• Where additional time is required, the parties involved shall be updated on progress.
• Respect & Conduct Panel outcomes shall normally be communicated in writing within 14 days of the Panel meeting.

8. RESPECT & CONDUCT PANEL

Where a formal outcome is required, the matter may be referred to the Respect & Conduct Panel.

The Panel shall normally consist of:

• Chairperson (or nominee).
• Secretary (or nominee).
• Welfare Officer.
• Additional Club Official(s) where appropriate.

The composition of the Panel shall be determined according to the nature of the concern, ensuring members have the appropriate knowledge and experience to consider the matter and that no conflicts of interest exist.

Any individual with a conflict of interest shall not participate in the consideration or determination of the matter.

The Panel may invite other Club officials or individuals to attend where appropriate..

9. INTERIM MEASURES

Where necessary to protect players, volunteers, members or the reputation of the Club, interim measures may be imposed whilst an investigation is ongoing.

Such measures may include:

• Temporary suspension from training or matches.
• Restrictions on attendance at Club activities.
• Restrictions on communication with Club members.

Interim measures are precautionary and do not imply fault or wrongdoing.

10. OUTCOMES

Having considered all relevant information, the Respect & Conduct Panel may:

• Take no further action.
• Issue advice, guidance or recommendations.
• Issue a verbal warning.
• Issue a written warning.
• Require an apology.
• Impose conditions on participation.
• Suspend an individual from specified Club activities.
• Refer the matter to the Executive Committee.
• Refer the matter to the County FA or other appropriate organisation.
• Require attendance at education, training or mediation before returning to normal Club activities.

Any outcome shall be proportionate to the circumstances and consistent with the Club's values and responsibilities.

11. APPEALS

An individual may appeal a formal outcome within 14 days of notification.

Appeals must:

• Be submitted in writing.
• Clearly state the grounds for appeal.
• Include any relevant supporting information.

Appeals shall be considered by an Appeals Panel appointed by the Executive Committee comprising individuals not previously involved in the matter.

Valid grounds for appeal may include: a procedural error in the investigation; new evidence not previously available; or an outcome considered disproportionate to the circumstances.

The decision of the Appeals Panel shall be final.

12. RECORDS & CONFIDENTIALITY

The Club shall retain records of investigations, decisions and outcomes in accordance with applicable data protection requirements.

Information shall be shared only with those who require access for the purpose of investigating, managing or determining the matter.

All parties are expected to maintain confidentiality throughout the process, recognising that some information may need to be shared where required by safeguarding, legal or regulatory obligations.

13. REVIEW

This procedure shall be reviewed annually by the Executive Committee, or sooner where required by changes in legislation, FA guidance or Club requirements.