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Complaint Policy



WO Sports Complaints Policy and Procedure The following reflects WO Sports feedback and complaint mechanisms, as stated in the Club Safeguarding Policy.

WO Sports recognises the right of all of our participants, children, young people (under 18s) and their parents or carers to have access to a complaints procedure. The Club will ensure that all complaints are taken seriously and dealt with swiftly and in confidence.

Our Ethos

At WO Sports we aim to do things well. One of the ways in which we can achieve this is by listening to and responding to the views and suggestions of children, parents, schools, clubs and partner organisations – the voice of our stakeholders.

If you are not happy with something we do or anything that happens to participants on our activities or anything that is child-related, please let us know immediately.

Most complaints can be resolved at the time of the initial problem – please take prompt action.

Comments and Suggestions

As well as learning from your complaints, we are also interested in other ideas you may have on how we might do things better. We would also like you to tell us when we do things well.

You can make your comments by speaking to any members of our staff, telephone or in writing or you can e-mail us: info@wo-sports.co.uk We will use your comments to help improve the way we do things.

Safeguarding Complaints regarding poor practice in children’s activities or relating to children (under 18s), such as bullying, will be shared with the Safeguarding Officer or designated Safeguarding Officer for the Activity, and if not resolved, the Head of Safeguarding.

Bullying and Discrimination

All participants have the right to enjoy football in a safe and enjoyable environment free from harm – this is our commitment to all participants, children and parents. We encourage parents and players to support each other as part of our team ethos and any behaviour that undermines these principles is not acceptable.

Any conduct by a participant that is perceived as offensive, bullying or discriminatory – or has caused harm to another participant – should be reported to us immediately. We take these incidents seriously and give them our attention as a priority. It is imperative that we take prompt action and investigate the incident. Also, we encourage anyone who observes such incidents to contact us.

Your Personal Information

If you use our complaints procedure, you are agreeing that we can use the personal information you send us for purposes connected with your complaint.

Our Standards:

WO Sports aims to handle all complaints fairly and honestly – and with discretion – regardless of who makes a complaint. WO Sports will not show bias to any particular individual or group.

– We treat all complaints seriously and without prejudice.

– You will be treated with courtesy and fairness at all times, and we ask that you do the same.

– We will treat your complaint with confidentiality and sensitivity within the organisation.

– We will deal with your complaint promptly and will endeavour to resolve at the lowest or most appropriate level in order to achieve this.

How to make a complaint

Step 1 Most complaints can be resolved promptly at the time of the initial problem.

You can make a complaint about any area of our work. In the first instance, take prompt action:

– Talk directly with a WO Sports person about your concerns

– Be clear about the problem and be as calm as you can about it

If the WO Sports person is unable to resolve your complaint, it may be referred to the next level, ie: Head Coach. You may need to provide your personal details so that we can get back to you or follow up.

Step 2

If you are not satisfied – how to make a formal complaint

If you are not happy with the explanation you receive, our action to address the issue or feel that you cannot talk about it, then make your complaint in writing to Wale Ojelabi ten working days of the incident – please mark it ‘Confidential’ and send to: WO Sports, Leyton Sixth Form College, Orient House, London, E10 6EQ or send an email to: info@wo-sports.co.uk mark your email ‘Confidential – Complaint’ for priority attention.

Be clear about the problem and say how you feel it should be dealt with.

What we need to know

– Your name and contact details, such as address, email and phone number.

– Details of the activity, what, when and where the occurrence took place.

– Any witness statements and names, including contact details.

– Names of any others who have been treated in a similar way or subject to a similar experience.

– Details of any former complaints made about the incident, date, when and to whom made.

– A preference for a solution to the incident.

What we will do

We will deal with your complaint as quickly as we can.

We will acknowledge receipt of your complaint within five working days

We will aim to send a full reply within ten working days of receipt.

If we are unable to respond quickly, for example, because we are carrying out an investigation, we will tell you when you can expect a full reply.

If we require further information or clarification, we will contact you – so please give contacts details and co-operate with our requests for information.

If we have done something wrong or made a mistake, we will apologise. We will tell you what went wrong and how we are putting it right. If you are not happy with the outcome, then you have the right of appeal – see below.

Step 3


If you have followed the above steps and you remain dissatisfied with the outcome, you may appeal the outcome:

write to the Head of Safeguarding – Wale Ojelabi, WO Sports, Leyton Sixth Form College, Orient House, London, E10 6EQ or or call to discuss the matter on 02032873616 within 10 working days of our response.

You need to outline the complaint and stages reached so far and the reasons why you are dissatisfied.

Your appeal will be investigated by a Club official (Wale Ojelabi) who has not been previously involved in the complaint process and you will receive written notification of the outcome within 10 working days.

Step 4

If you want to take the matter further

If you feel the matter is still not resolved, you can refer out your complaint. Along with London FA. If you have followed the above steps, including the appeal, then contact the London FA. The FA will look into the matter and reply to you. Email: Jake Rosewell, London FA Designated Safeguarding Officer, Or safeguarding@londonfa.com or 02076108360.


CONFIDENTIAL – COMPLAINT FORM YOUR NAME AND CONTACT INFORMATION: Name : _________________________________ Address: ____________________________________________________________ _________________________________ Post code: __________________ Contact Number(s): ___________________________ Mobile : __________________ Email : ________________________________________________________

NATURE OF COMPLAINT: Continue overleaf or onto another sheet if necessary and attach to this form. What has happened? If this has built up over time, please give full history. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

When did it happen? (day, date, time) _________________________________________

Where did it happen? ______________________________________________________

What was said or done by whom? ________________________________________________________________________ Witness(es): Please give name(s) and contact details ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________

Do you know or are you aware of any others who have been treated in a similar way or have been subject to a similar experience? ________________________________________________________________________

Has a complaint been made before about this? Please give date and to whom made: ________________________________________________________________________ ________________________________________________________________________

What do you think we should do about this? ________________________________________________________________________

Signed: ______________________________ Date: _______________ Print name: _______________________________________