TROON THISTLE YFC – COMPLAINTS POLICY AND PROCEDURES
1 ASSOCIATED POLICIES
Troon Thistle YFC [“the club”] subscribes to the Complaints Procedure adopted by the SYFA [SYFACP] as shown on its website. The following paragraphs form the club’s approach to specific matters individual to the club, its members and associated persons and should be read in conjunction with the SYFACP.

2. POLICY STATEMENT AND OBJECTIVES
2.1 Club Policy Statement The club is committed to providing excellent service to everyone who is affected by its operation. We do not look at complaints as unwanted and we are firmly committed to a process of continuous improvement of which the complaints procedure is just one element.
Recognising that sometimes things go wrong, or mistakes are made, this policy outlines the procedures to follow to make a complaint and the internal procedures we follow to manage the process.
This procedure will be available on our web site and a copy can be sent to anyone making a complaint, if requested
2.2 Objectives The objectives of this complaints management system are to ensure that:
2.2 (a) Any complaints that are received are investigated at the appropriate level in the club;
2.2(b) All complaints are actioned in the most expeditious way;
2.2(c) Persons making complaints know how their complaint will be dealt with and
2.2(d) Wherever possible, lessons are learned.

3. DEFINITION & TYPE OF COMPLAINTS
3.1 Definition A complaint is defined, for the purpose of this procedure, as a written record compiled by any complainer to the club that is sent to the appropriate person to be registered and where the originator has received an acknowledgement.
3.2 Type The definition “complaint” does not include a comment provided by individuals asking for a simple remedy to a minor problem but the club will recognise any matter which requires comment or action by the club and its members.

4. THE COMPLAINANT
4.1 The club recognises that this policy covers the club, its members and associated persons [some of whom may not be members but have an association with the club and have confirmed acceptance of the club’s Code of Conduct].
4.2 Complaints may be raised by anyone within or outwith the club if it relates to the conduct of the club, its members and associated persons.

5. INTEGRITY AND TRANSPARENCY
5.1 During the process of dealing with a complaint we will be as open and transparent as possible. People raising complaints will be given full information about the progress of their complaint.
5.2 To ensure confidentiality, information about the progress of a complaint will only be provided to the person making the complaint.

6. COMPLAINTS PROCESS
The complaints process comprises the following four stages:
Discussing the complaint with the complainer.
General enquiries
Lodging a formal complaint
Complaint referred to a senior person within the club or Management Committee

6.1 First Stage Review [Discussion]
6.1(a) In the first instance the person raising a complaint or concern SHOULD discuss and seek resolution of the issue to the party against whom they are complaining e.g. the club, registered official etc
6.1(b) If the first stage review does not take place, the issue cannot be progressed to second stage review unless in exceptional circumstances as appropriate to the case [eg unable to indentify organisation/person with whom discussion should occur; fear etc]
6.1 (c) If an application for a second stage review is made to the club without point 6.1 (b) being completed, any complaint will be returned to the complainant unless the exceptional circumstances can be shown to apply.
6.1 (d) If the complaint is raised and concerns matters within a specific age group, the complainant should approach the age group’s PPO [or equivalent] as a first step and, if satisfaction is not achieved, should move to Stage 2.
6.1 (e) If the complaint is raised and concerns matters relating more to the club as a whole rather than a specific age group, the complainant should approach the Club President, the Club Secretary or Child Wellbeing Officer and, if satisfaction is not achieved, should move to Stage 2 below.

6.2 Second Stage Review [Enquiries]
6.2 (a) Minor complaints or requests for information can be made by telephone, facsimile or email but any complaint considered not to be minor should be made in writing
6.2 (b) A club official [see 6.1 (a) and (b) above] will make every effort to investigate each complaint/request and give an appropriate response. This may depend on the club’s internal procedures but will usually be the Age Group PPO or equivalent [if relating to within an age group] or the Club Secretary [non age-group specific]
6.2 (c) Possible outcomes may be:
6.2.(c).1 Appropriate response supplied, person making the complaint/request is satisfied with the response so the complaint/request is considered as being resolved
6.2.(c).2 Appropriate response supplied, person making the complaint/request is not satisfied with the response but accepts the response as factual so the complaint/request is considered as being resolved
6.2.(c).3 Appropriate response supplied, person making the complaint/request is not satisfied with the response and wishes to escalate the issue by raising a formal complaint (refer to Stage 3 below - lodging a formal complaint)

6.3 Third Stage Review [ Lodging a Formal Complaint]
6.3 (a) Persons lodging a formal complaint must complete it in writing [letter or e-mail] and send to the Club Secretary – this will follow the procedures at 6.2.(c).3 above and will therefore , in the case of an age group specific complaint, will be understood to require to be further investigated by an official outwith that age group
6.3.(a).1 The club requires an explanation of the issue that has caused dissatisfaction
6.3.(a).2 A complaint should also contain an explanation of what the person making the complaint requires to be done to resolve the issue
6.3.(b) The Club Secretary will send an acknowledgement by email to the complainer and will explain how the complaint will be progressed
6.3.(b).1 A club official will be allocated [usually by the Club Secretary] to investigate each complaint, ensuring that such a person is not specifically mentioned in the complaint, in which case it will be referred to the club’s Management Committee
6.3.(b).2 All correspondence about complaints will be treated as confidential but may need to be shared with the person or group against whom the complaint is made. As part of the investigation, correspondence will only be shared on a need to know basis
6.3.(c) The “investigator” should make full enquiries on the matters raised and, prior to a response being issued to the complainant, should discuss the response with another senior club official [the Club President, the Club Secretary or Child Wellbeing Officer] to increase the integrity of the investigation
6.3.(d) When the “second reviewer” has considered the detail of and response to the complaint, the person raising the complaint will receive a written response detailing findings and, if appropriate, any proposed remedial action – this may be direct from the reviewer but more likely from the Club Secretary. This will be done within 28 days of the receipt of the original complaint and all investigation correspondence
6.3 (e) If it is not possible to give a written response within 28 days, the Club Secretary will explain this in writing at the end of the 28 day period
6.3 (f) Possible outcomes may be:
6.3 (f).1 Appropriate response supplied, person making the complaint is satisfied with the response so the complaint is considered as being resolved
6.3.(f).2 Appropriate response supplied, person making the complaint is not satisfied with the response but accepts the response as factual so the complaint is considered as being resolved 6.3.(f).3 Appropriate response supplied, person making the complaint is not satisfied with the response and wishes to escalate the complaint to a final stage review before a more senior person within the club [see Stage 4 below]

6.4 Final Stage Review [Referral to senior officials of the club/Management Committee]
6.4.(a) If a final stage review is requested, the matter will be referred to a more senior person within the club who will take a fresh and impartial look at the complaint. This may be the Club President or the Club Secretary. If requested, the matter can be dealt with by the Management committee, either as a whole or by sub-committee
6.4.(b) Following the final stage review, the person raising the complaint will be provided with a final response from the club [likely to be the Club Secretary] detailing any changes to the previously proposed action or other relevant information.

6.4.(c) It is the club’s objective to find a mutually satisfactory resolution to the complaint. However, if the complainant is not satisfied with this review after the club has provided a final response then the complaint will be considered “deadlocked” and any further action by the complainant would require them to contact SYFA and this would fall under the provisions of the SYFACP

7. COMPLAINTS REGARDING THE COMPLAINTS PROCESS
If an accusation is made that this complaints management system has not been followed, the matter can be raised for discussion at a meeting of the SYFA Board of Directors by writing to the SYFA c/o SYFA, Hampden Park, Glasgow, G42 9BF.

8. WITHDRAWING A COMPLAINT
If at any stage the person making the complaint wants to stop a complaint from being progressed, the person can do so in writing or email to the Club Secretary.

The club reserves the right to continue to investigate serious complaints in these circumstances.

9. RESULTS OF COMPLAINTS
The Club Secretary will ensure that complaints which have been upheld and result in disciplinary action against a member or a requirement of changes in procedures and policies are discussed at the next available committee meeting [under rules of confidentiality] and appropriate action taken.
The Management Committee will receive a report at least once a year showing how many complaints have been received, the general nature of the problems and a list of remedial actions that have been taken. The Management Committee may, at their discretion, require more frequent reports. .
Actions against individuals are covered by the club’s Disciplinary procedures.