Purpose

Blythe Cricket Club (“the Club”) is committed to providing a safe, welcoming, and inclusive environment for all members, parents, volunteers, and visitors. We take all concerns and complaints seriously and will handle them fairly, promptly, and in line with ECB Safe Hands guidance. This procedure explains how complaints can be raised, how they will be investigated, and the steps the Club will take to reach a resolution.

 

Scope

This procedure covers complaints relating to:

• Conduct of players, parents, coaches, officials, or volunteers.

• Breaches of the Club’s Codes of Conduct or policies.

• Safeguarding or welfare concerns.

• Disputes over team selection, facilities, or club operations.

• Behaviour at training, matches, events, or on social media linked to the Club.

Safeguarding complaints will be prioritised and referred immediately to the Club Safeguarding Officer (CSO) and, if required, the County Safeguarding Officer/ECB Safeguarding Team.

 

Principles

• All complaints will be treated seriously, fairly, and confidentially.

• Complaints will be acknowledged within 7 days.

• Complaints will normally be resolved within 28 days where possible.

• No individual will be involved in handling a complaint where they have a conflict of interest.

• Records will be kept of all complaints and outcomes.

 

How to Make a Complaint

• Complaints should be submitted in writing (email or letter) to the Club Secretary.

• If the complaint concerns safeguarding or welfare, it should be directed immediately to the Club Safeguarding Officer (CSO).

• If the complaint involves the Secretary or CSO, it may be submitted directly to the Club Chair.

• Anonymous complaints will be considered where sufficient detail is provided.

 

Complaint Process

Step 1 – Informal Resolution (where appropriate)

• In many cases, issues can be resolved quickly through informal discussion with the relevant coach, captain, or committee member.

• If the issue is not resolved, the complainant may proceed to a formal complaint.

Step 2 – Formal Complaint

• The complaint is acknowledged by the Secretary/CSO within 7 days.

• An investigation is undertaken, led by either:

  • The Secretary (general complaints),

  • The CSO (safeguarding/welfare complaints),

  • Or an appointed sub-committee where appropriate.

• Both the complainant and the subject of the complaint will be given an opportunity to present their views.

Step 3 – Decision

• The investigating officer/sub-committee will report findings to the Executive Committee.

• Possible outcomes:

  • No further action.

  • Informal advice or mediation.

  • Formal warning.

  • Temporary suspension from playing/coaching/volunteering.

  • Removal from office, membership, or role (as per Club Constitution).

  • Referral to ECB, County Board, or external agencies (in safeguarding/serious cases).

Step 4 – Communication

• The complainant and subject will receive the decision in writing within 28 days where possible.

Step 5 – Appeal

• An appeal may be made in writing to the Club Chair within 14 days of the decision.

• An independent appeal panel (3 members not involved in the original decision) will review the case.

• The appeal panel’s decision will be final.

 

Safeguarding-Specific Complaints

• Any concern involving the safety or welfare of a child or vulnerable adult will be reported immediately to the CSO.

• The CSO will follow ECB Safe Hands procedures and may refer the matter to the County Safeguarding Officer, ECB Safeguarding Team, or statutory agencies.

• Such cases will take precedence over the Club’s internal complaints process.

 

Confidentiality & Record-Keeping

• All complaints and investigations will be kept confidential to those directly involved.

• Records will be kept securely by the Secretary or CSO for a minimum of 3 years.

 

Review

This policy will be reviewed annually by the Executive Committee, updated in line with ECB guidance and safeguarding best practice, publicly available on the Club’s website.