Complaints and Feedback

Complaints & Feedback

We listen, we learn, we improve.

At Lewes FC Juniors, we believe in open communication and continuous improvement. We understand that from time to time, parents, players, or volunteers may have concerns or suggestions. Our Complaints & Feedback Procedure ensures that every voice is heard, every issue is addressed, and every opportunity for growth is taken seriously.

Why We Have a Complaints & Feedback Process

We strive to create a positive, inclusive environment for all players, parents, and volunteers. Our process helps us to:

  • Resolve issues fairly and transparently.

  • Learn and improve our practices and policies.

  • Ensure player welfare and safeguarding remain our top priorities.

By following a clear process, we aim to address concerns promptly while keeping confidentiality and respect at the heart of our approach.

When Should You Make a Complaint?

You should make a complaint if you feel there has been a breach of club rules, policies, or any of our club contracts. This might include:

  • Player welfare or safeguarding concerns.

  • Conduct issues involving players, parents, coaches, or referees.

  • Disagreements about team selection, playing time, or match decisions.

  • Concerns about communication or club administration.

If you’re unsure whether an issue qualifies as a complaint, it’s best to raise it so we can support you appropriately.

How to Make a Complaint

We encourage issues to be resolved informally wherever possible, but if you feel a formal approach is needed, here’s how to proceed:

Step 1: Speak to the Team Coach or Team Manager

  • Most issues can be resolved directly with the Team Coach or Team Manager.

  • They’re best placed to address concerns about team selection, match issues, or player wellbeing.

  • If you’re not comfortable speaking with the coach, you can escalate the complaint.

Step 2: Contact the Welfare & Safeguarding Officer

  • For any issues related to player welfare, safeguarding, or misconduct, contact the Welfare & Safeguarding Officer directly.

  • The Safeguarding Officer will treat all matters with confidentiality and seriousness.

Step 3: Escalate to the Chair or Vice-Chair

  • If the issue is not resolved after speaking with the coach or Welfare Officer, it can be escalated to the Chair or Vice-Chair.

  • You can submit a written complaint via email

  • Once received, the Chair or Vice-Chair will review the complaint and respond within 7 days.

Step 4: Formal Review by the Club Committee

  • If necessary, the club’s committee may be asked to review the complaint.

  • This will involve a fair and impartial review process.

  • You will be kept informed of progress and outcomes.

What Happens After You Make a Complaint?

1. Acknowledgement

  • We’ll acknowledge your complaint within 7 days of receiving it.

  • If further information is required, you’ll be contacted to provide additional details.

2. Investigation

  • The complaint will be reviewed by the relevant club official (e.g., Welfare Officer, Chair, or committee member).

  • If further input is required, other parties may be asked to provide evidence or statements.

3. Resolution

  • Once a decision is made, you’ll be informed of the outcome and any actions to be taken.

  • Possible actions may include changes to club processes, training for volunteers, or player/parent conduct agreements.

4. Follow-Up

  • We’ll check back with you to ensure the issue has been fully resolved.

  • If you’re not satisfied, you may be able to request a further review by the Club Committee.

Giving Us Feedback

We’re always looking for ways to improve. Whether it’s a suggestion for better communication, a fresh idea for fundraising, or feedback on training, we want to hear from you.

How to Share Feedback:

  • Speak to your Team Coach or Team Manager.

  • Use our Feedback Form here to send us your thoughts.

  • Email the Chair or Vice-Chair directly if you’d like to make a formal suggestion.

All feedback is reviewed and considered by the club’s committee. Where possible, we’ll update you on how your feedback is being acted on.

Key Contacts for Complaints & Feedback

  • Team Coach/Team Manager: First point of contact for team-specific issues.

  • Welfare & Safeguarding Officer: Handles player welfare and safeguarding issues.

  • Club Chair / Vice-Chair: Handles unresolved issues or formal complaints.

If you’re not sure who to contact, use the Contact Us page to send us a message, and we’ll direct your concern to the right person.

Frequently Asked Questions (FAQs)

Q: Will my complaint be confidential?
A: Yes, complaints are handled confidentially. Only those involved in resolving the issue will have access to the information.

Q: What if my issue is with the coach?
A: If you’re uncomfortable discussing the issue with the coach, you can escalate the complaint directly to the Welfare & Safeguarding Officer or the Chair/Vice-Chair.

Q: Can I remain anonymous?
A: We encourage transparency, but if you prefer to remain anonymous, please state this when submitting the complaint. However, anonymity may limit our ability to investigate thoroughly.

Q: How long will it take to resolve my complaint?
A: We aim to resolve all complaints within 14-21 days, depending on the complexity of the issue. You will be updated regularly throughout the process.

Q: What if I’m not happy with the outcome?
A: If you’re unhappy with the outcome, you can request a further review by the Club Committee.