Complaints, Grievance, and Whistleblowing
Code of Conduct
Rugby St Andrews RFC members, coaches, players, parents/guardians/carers, volunteers, match officials, associated persons, and spectators/visitors are expected to recognise, adhere and respect the club’s code of conduct as detailed in the club’s policies and rules and regulations.
The core of which is the RFU values of the game: Teamwork • Respect • Enjoyment • Discipline • Sportsmanship.
Rugby St Andrews RFC’s Senior Committee [SC] is responsible for establishing an appropriate framework for the implementation and adherence to the club’s Code of Conduct, including appropriate formal complaints, grievance, and appeals processes.
Disciplinary Process
The Disciplinary Process deals with any act of indiscipline on the field of play by players, supporters, spectators, officials, or any club member who at any time uses threatening, abusive, or insulting words or behaviour towards any other member or visitor to the Club or in any way bring the Club or the game into disrepute.
a. Is based on the RFU Code of Conduct and RFU Regulations;
b. Sets out, the on-field disciplinary process for both the senior and junior sections of Rugby ST Andrews RFC.
Rugby St Andrews RFC Complaints Process
The objective of the Rugby Senior Committee (SC) is to create a club culture where the majority of complaints are resolved in a timely, amicable manner and on an informal basis. The below process is based on the “RFU SAFEGUARDING COMPLAINTS PROCEDURE” and is designed to address “off-field” incidents in breach of the Club Code of Conduct
What is this procedure for?
Rugby St Andrews RFC takes complaints seriously and as a Rugby Club, both encourage feedback and view complaints as an opportunity, where possible, to learn and improve the running of Rugby St Andrews RFC.
Our aim is to:
provide a fair complaints procedure that is clear and easy to understand.
be open about how we will deal with complaints.
ensure that all complaints are investigated fairly and in a timely way; and
gather information to improve the running of Rugby St Andrews RFC
For these procedures, a complaint is any expression of dissatisfaction about any aspect of the running of Rugby ST Andrews RFC.
How do I make a complaint?
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue that is being complained about. If the complaint has been received by that person, we expect that all reasonable efforts will have been made to resolve it swiftly if possible and appropriate (informal resolution).
However, we appreciate that this is not always possible or appropriate and therefore have the following additional process to deal with all complaints raised.
Stage Two
If it has not been possible to resolve the complaint in Stage One of this process, the complaint should be made in writing to the Rugby St Andrews RFC Secretary.
The complaint will be acknowledged and responded to in writing, within 10 working days and a copy of this complaints procedure will be supplied.
The Rugby St Andrews RFC Secretary will take the following action if the complaint relates to:
to junior player safety, immediately escalate to the Club’s Safeguarding officer;
on field ill-discipline, refer the matter to Rugby St Andrews RFC Disciplinary Officer (DO).
The Rugby St Andrews RFC Secretary will determine the appropriate Section of Rugby St Andrews RFC that the complaint should be directed to and forward the complaint to the Section Chair(s) who will convene a minimum of two members, who are independent of the complaint to:
initiate discussions, meetings, or other correspondence with the complainant to fully understand their issue, seek clarity, and be clear on what would constitute a resolution for them;
consider whether the substance of the complaint has already been dealt with in response to another complaint or as part of Stage One of the process;
compile an appropriate set of documentation, including records of interviews, meetings, exchanged emails, etc. to enable a conclusion in the investigation to be made and also available for review by the Stage Three Review Committee if appropriate.
Advise the Rugby St Andrews RFC Secretary to allow for the conclusion and outcome to be issued to the complainant
The reply (within 20 working days where possible) to the complainant will inform them of the action(s) taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complaint has already been dealt with appropriately, then no further action will be taken. The hope at Stage Two is that an acceptable resolution can be found and the complaint can be concluded to the complainant’s satisfaction at this stage.
However, if this is not the case, the complainant must inform the Rugby St Andrews RFC Secretary, within 10 working days of the decision to initiate Stage Three, which will be progressed as follows:
Stage Three
The Rugby St Andrews RFC Secretary will convene a minimum of two SC members, who are independent of the complaint, to complete a Stage Three Review
The Stage Three Review will:-
within five working days acknowledge receipt of the Stage Three complaint and confirm that a Stage Three Review is requested;
indicate when a response can be expected. The aim will be for complainants to receive a definitive reply within 20 working days;
complete the Stage Three review of the principal documentation and the actions taken so far.
The role of the Stage Three Review is to assess whether the conclusion reached by the Stage Two Review was one to which a reasonable person could have come, or whether he or she acted fairly to the complainant.
The Stage Three Review:
· will not ordinarily review the matter from the beginning;
· shall not ordinarily ask for further statements from the complainant or third parties.
If the Stage Three Review concludes that the conclusion reached by the Stage Two investigation was one to which a reasonable person could not have come, or failed to act fairly to the complainant, they she shall instruct another individual to conduct a Stage Two investigation again.
If the Stage Three Review is satisfied that the conclusion of the Stage Two Review was reasonable, and that the complainant was treated fairly, then the Stage Three Review shall inform the Rugby St Andrews RFC secretary and complainant that the matter is closed.
The reply (within 20 working days where possible) to the complainant will inform them of the action(s) taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
What happens next?
The decision of a Stage Three Review whether to close the complaint's file and/or recommend an alternative action is final.
Where any recommendations of the Stage Two outcome or Stage Three Review result in disciplinary action for any person, the relevant disciplinary rules will be followed, including those relating to appeal against any resulting sanction.
What else do you need to know?
Rugby St Andrews RFC will treat all complaints in strictest confidence, with appropriate discretion to both the accused and accuser(s).
All complaints received by the Rugby St Andrews RFC Secretary will be appropriately briefed to the SC and the determined course of action minuted within confidential matters arising, for the club’s records.
The Rugby St Andrews RFC Chairman and Rugby St Andrews RFC Secretary will inform Warwickshire RFU as appropriate concerning formal complaints, grievances, and allegations of breaches of the club’s code of conduct, rules & regulations.
Appeals Process
Any appeal must be raised in writing to the Rugby St Andrews RFC Secretary, stating the basis for the appeal, within 10 days of receipt of Rugby St Andrews RFC written communication.
The decision on the validity of an appeal will be made within 20 days of receipt of a written appeal, by the Secretary of Rugby St Andrews RFC in consultation with a minimum of two other SC members.
All appeals will be appropriately briefed to the SC and the determined course of action minuted within confidential matters arising, for the club’s records.
Whistleblowing
Rugby St Andrews RFC fully supports the concept of whistleblowing and believes that it is an important part of a good governance process.
As such members, coaches, players, parents/guardians/carers, volunteers, match officials, associated persons, and spectators/visitors are actively encouraged to bring any concerns they may have to the attention of the officers of the club.
In addition, Rugby St Andrews RFC respects that individuals may not be comfortable raising matters in person with club officials, and as such concerns should be sent in writing directly to the Secretary of Rugby St Andrews RFC.
Finally, anonymous complaints will be treated in the same manner as those raised in person. That said, the club recognises that the ability to complete an investigation may be hindered by the lack of an accuser(s) to discuss the matter.
Vexatious Complaints
The presumption is that a complaint is made in good faith. A vexatious complaint is pursued, regardless of its merits, solely to harass, annoy, or subdue somebody; something that is unreasonable, without foundation, frivolous, repetitive, burdensome, or unwarranted. A decision on whether a complaint is vexatious can be made at Stage 2 &/or Stage 3, based on the information presented to the Stage 2 Reviewer &/or Stage 3 Chair. All complaints deemed to be vexatious must be communicated to the Club Secretary and presented to the SC within Matters Arising on the Committee Meeting Agenda.
Reporting
The Rugby St Andrews RFC Secretary will report the nature & conclusion of all formal complaints, grievances & allegations of breaches of the club's code of conduct to the AGM as part of our good governance process.