Complaints Procedure

Ashford Tri Club will deem a complaint is an expression of dissatisfaction with the conduct of the organisation, its committee, volunteers or members.

Where possible Ashford Tri Club will seek to resolve complaints informally at the time.

It is intended that complaints procedures should be easily accessible, that all complaints are fully and fairly investigated, and that the complaints process should provide an effective response and appropriate redress.

Ashford Tri Club will use the feedback provided by both informal and formal complaints to ensure that its systems and services are improved.

A Complaint may be made by:

  1. Any member of Ashford Tri Club
  2. A person working for or on behalf of the Ashford Tri Club
  3. Any third party where the complaint concerns the Ashford Tri Club

Grounds for a complaint shall include but shall not be limited to the following:

  1. if the conduct of any individual, body, or Club brings or is likely to bring the sport into disrepute
  2. the violation of the Ashford Tri Clubs Codes of Conduct;

Where a complaint has not been resolved informally or where the matter is of a serious nature (Complaints of a serious nature would include gross misconduct, negligence or matters concerning the protection of young people or vulnerable adults). A written to the club’s Chairperson. If the complaint is about the Chairperson the complaint should be placed to the Welfare Office.

This shall only be considered if it includes the name, address and signature of the complainant. Verbal and anonymous complaints shall be disregarded. Ashford Tri Club will respect complainants’ desire for confidentiality wherever possible.

A complaint must normally reach the Chairperson no later than thirty days after the alleged incident that gave rise to it.

Complaints alleging criminal activity may be referred to the Police.

The Investigating panel will be formed of at least 3 people containing both genders and 1 club officer.

If the Investigating panel, to whom a complaint has been referred, is not satisfied that it meets the criteria for a complaint they may refuse to allow it to proceed.

The Investigating panel will make their decision on cases before it by majority vote.

The Investigating panel shall notify all interested persons immediately of any decision by them. Disciplinary action will be taken as appropriate.

The decision of the Investigating panel shall be final.

Jan 2010 Rev 1.1