Complaints and Grievance Process

Neyland RFC is committed to providing a safe, stimulating, consistent and accessible service to children and their parents/carers. We always aim to provide high quality services for everyone, but accept that sometimes things do not always go to plan. In such circumstances, we want to know so that we can put them right and learn from our mistakes.

Usually it should be possible to resolve any problems as soon as they occur. If not then the parent/carer should follow the formal complaints procedure set out below. Under normal circumstances the Lead Coach in charge of the session will be responsible for managing complaints.

Stage One

  • If a parent/carer has a complaint about some aspect of the club’s activity, or about the conduct of an individual member of staff, it will often be possible to resolve the problem by simply speaking to the individual concerned and/or the Lead Coach in charge of the session. The club is committed to open and regular dialogue with parents/carers and welcomes all comments on its services regardless of whether they are positive or negative. Please try to make any complaints at an appropriate time (i.e. end of session/change over times).
  • If a satisfactory resolution cannot be found then stage two of the procedure will come into operation.
  • If informal discussions of a complaint or problem have not produced a satisfactory resolution to the situation, parents/carers should put their complaint, in writing, to the Lead Coach. Relevant names, dates, evidence and any other important information on the nature of the complaint should be included.
  • The Lead Coach will acknowledge receipt of the complaint as soon as possible and fully investigate the matter within 15 working days. If there is any delay the Lead Coach will advise the parent/carers of the reasons. The Lead Coach will keep you up to date with what is happening and will give a full reply.
  • If you are not satisfied with the outcome you can ask the Lead Coach to refer the matter to the Club Management Committee (CMC).

Stage Two

  • The Lead Coach will refer the complaint and response to the CMC. The CMC will investigate the complaint together with the response at a specially convened meeting.
  • The CMC will acknowledge receipt of the complaint as soon as possible and fully investigate the matter within 21 working days. If there is any delay the CMC will advise the parent/carers of the reasons. The CMC will keep you up to date with what is happening will give a full reply.
  • The response will be copied to the staff members concerned with recommendations for any actions to be taken and any amendments to club policies or procedures emerging from the investigation.
  • The Chair of the CMC will send a reply within four weeks outlining how the complaint was investigated and detailing the outcome.
  • If you are not satisfied with the outcome, you can raise the complaint to Welsh Rugby Union.

Contacts

Club Chairman: Robert Johns
Club Welfare Officer: Brian Rothero

Welsh Rugby Union: 029 2082 2442