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COMPLAINTS PROCEDURE
1. Introduction
At Gornal Development Club, we are committed to fostering a positive, inclusive, and respectful environment for all members—players, coaches, volunteers, parents, and supporters. To uphold these values, this Complaints Procedure outlines a clear, fair, and transparent process for addressing concerns in a timely and constructive manner.
2. Definition of a Complaint
A complaint is any expression of dissatisfaction concerning the behaviour, decisions, or conduct of the Club, its committee members, coaches, volunteers, players, parents and supporters. This includes, but is not limited to, concerns regarding:
● Behavioural conduct
● Operational decisions
● Safety or welfare of participants
● Fairness and inclusion
Note: This procedure does not cover decisions made by match referees, which are subject to
separate appeal procedures through the appropriate football authorities.
3. Informal Resolution
3.1 In the first instance, we encourage concerns to be raised informally. Open and respectful dialogue with the relevant team manager or coach often leads to quick and satisfactory resolutions.
3.2 Informal complaints may be raised verbally or in writing with any coach, team manager,
committee member, or directly with the Club. All informal concerns will be acknowledged
and addressed promptly.
4. Formal Complaints Procedure
4.1 If informal resolution is unsuccessful or inappropriate, a formal complaint should be submitted in writing to the Club Committee via email at committee@gmail.com who will then signpost accordingly. Your submission should include:
- Your name and contact details
- Names of those involved
- A clear summary of the issue
- Relevant dates, times, and fixtures
- Supporting evidence or documentation
- The desired outcome or resolution
4.2 Acknowledgement of your complaint will be provided within five working days of receipt.
4.3 Complaints must be submitted within 30 days of the alleged incident.
4.4 Complaints outside the jurisdiction of the Club may be referred to the Birmingham County FA.
4.5 Complaints involving safeguarding, criminal behaviour, or vulnerable individuals will be referred to the appropriate external authorities (e.g. Birmingham FA, police, social services).
4.6 The Club reserves the right to reject complaints that do not meet the required criteria. The investigating officer has discretion in this regard.
4.7 All investigations will be led by an impartial and independent individual or panel appointed by the Club Committee.
4.8 The club reserve the right to reject complaints that have already being investigated, are pending investigation or have been closed.
5. Investigation and Resolution
5.1 The investigation will involve a thorough review of the complaint, including any necessary fact-finding interviews or collection of written statements from involved parties.
5.2 The Club aims to complete investigations and communicate an outcome within twenty working days.
5.3 Any attempt to influence, intimidate, or otherwise interfere with the investigation or its participants may result in further disciplinary action.
6. Outcome
6.1 Investigation findings will be presented to the Club Committee, which will decide on any actions by majority vote.
6.2 The outcome will be communicated to the complainant in writing.
6.3 If the complaint is upheld, appropriate actions will be taken to address the issue and prevent recurrence.
6.4 The decision of the Club Committee is final.
7. Escalation
If you remain dissatisfied with the Club’s decision, you may escalate the matter to:
Birmingham County FA Email: support@birminghamfa.com (Subject: "COMPLAINT") Address: Birmingham County FA, Ray Hall Lane, Great Barr, Birmingham, B43 6JF
Birmingham FA will undertake an independent review in accordance with its policies and procedures.
8. Confidentiality and Fairness
8.1 Gornal Development Club is committed to maintaining confidentiality and ensuring no individual is penalised for raising a concern.
8.2 While efforts will be made to maintain confidentiality, individuals named in a complaint have the right to be informed of the nature of the allegations and the identity of the complainant, where appropriate.
8.3 The Club reserves the right to take appropriate action against complaints found to be false, malicious, or defamatory.
9. Anonymous complaints.
9.1 Complaints received anonymously shall be recorded and considered. However, actions will be limited where more information is required.
10. Conclusion
We value feedback and remain committed to resolving issues constructively. By working together, we can maintain a respectful and supportive environment for everyone involved in grassroots football at Gornal Development Club.