POLICY FOR DEALING WITH FORMAL AND INFORMAL COMPLAINTS Version: 1 Published date: Feb 2012 Review date: Feb 2014 Authors: Darren Payne and Jaine Hart
CONTENTS 1. Introduction 2 page 2. Informal and formal complaints 2 3. Responsibilities 3 3.1 Role of the Chief Executive 3 3.2 Role of other staff 3 4. Timescales 4 5. Responding to complaints 4 5.1 Documentation 4 5.2 Remaining open and honest 4 6. Monitoring and learning from complaints 5 7. Appendices 6 Complaint form 1
1. Introduction This policy has been put together to help to respond to complaints which may arise, either informal or formal, both match day and non-match day. We the club recognise that our own fans and those of other clubs have a right to a high level of quality service from staff and other representatives of the club at all times. If this does not happen we acknowledge that they have the right to complain and express their grievance in a way which we will have to respond to in a timely and appropriate manner. We will handle all complaints in line with this policy whether the complaint be in writing or verbal, we will have a proactive approach to these concerns and will pursue every opportunity to improve the quality and service, by acting on lessons learnt from our investigations into the said concerns. We will handle all complaints confidentially, fairly and wherever possible provide feedback to the complainant. Every effort will be made to resolve any concerns that may arise, fairly and satisfactorily. We also value any feedback to help us improve our services or anything to do with Castleford Tigers RLFC. Objectives to be achieved through having this procedure To prompt a satisfactory resolution at the informal stage where possible. Consistent approach to concerns. Open approach to communication. Improvements can be made to facilities/services. Fairness to staff, club representatives and fans. 2. Informal and formal complaints Informal complaints - are those grievances that can be resolved promptly by front line staff and it is anticipated that these would just be on match days and include situations such as ground facilities, time spent queuing at one of the bars or ticket facilities. After the event these should all be recorded using the forms that are kept in the main office. This can be done by either a member of staff recording details of a situation they have come across and resolved or fan(s) who are wanting to bring something to the clubs attention. As many details as possible should be noted and any follow up action recorded. If it is felt that the issue(s) is not dealt with appropriately and further investigation or follow up is needed, then this has to be passed on to the relevant member of staff to deal with it. 2
Formal complaints - are those which are received by the club in writing, or by telephone/email and would be received by the club other than match days. All complaints of this nature will be looked at by Darren Payne, Events Manager and, if necessary, depending on the nature, be shown to the Chief Executive (CE). These will then be passed onto the person responsible for responding. As a matter of courtesy, all letters of complaint must be acknowledged within 5 working days. Those complaints that require a written response will be approved and signed by either: a) Richard Wright - Chief Executive b) Darren Payne Events Manager 3. Responsibilities It is the responsibility of all staff and representatives of Castleford Tigers RLFC to act in an appropriate and sensitive manner if and when dealing with a complainant. If complaints are handled well at this stage, this gives a positive message to fans that we the club do care about the service that we provide and we want to improve in any way possible. All staff that have a responsibility as detailed in this policy are responsible to ensure its compliance 3.1 Role of the Chief Executive The Chief Executive of the club will respond in writing to any complaint that is formally received in writing wherever possible. Or if it is felt necessary, a meeting with the complainant be arranged. The target time in which this must be done is 21 working days. If further investigations are needed then the complainant will be kept informed that there will be a delay. 3.2 Role of other staff It is the responsibility of staff as identified by the CE or Darren Payne to investigate thoroughly, collect statements if necessary and then respond to a complaint that may have been made about their identified area. It has been agreed where possible on match days that Jaine Hart, a member of the Tigers Together group, will assist Darren Payne and be the main point of contact in dealing with any informal complaints that may arise. This may include helping fans complete an informal complaints form or feeding back any concerns that need to be brought to the clubs attention. 3
4. Timescales It is important that all formal complaints are made as soon as possible after the event. Normally complaints should be received by the club within 6 weeks of the date on which the matter which is the subject of complaint occurred. Where a complaint is made after 6 weeks the club may investigate if they are of the opinion, having regard to all the circumstances, the complainant had good reasons for not making the complaint within the period, and notwithstanding the time that has elapsed it is still possible to investigate the complaint effectively and efficiently. 5. Responding to complaints When the investigations have been completed, a response letter setting out the full facts of the case and the results of the investigation will be sent if appropriate. It maybe the case that the complainant may also be informed of any action taken or proposed as a result of the investigation. If the complainant does not feel satisfied with their response they will be asked to contact the club as soon as possible. We will make every effort to resolve the complaint to everyone s satisfaction and this may involve a further meeting or further investigation. 5.1 Documentation To ensure a robust audit trail it is crucial that all complaints are documented, this should include: Complainants name and address and contact details Apologies offered and accepted Questions raised by the complainant together with the answers given and by whom Plans for changes as a result of the complaint Any follow up action required 5.2 Remaining open and honest It should be recognised that a complainant during an informal complaint may be anxious, angry and frustrated, it is therefore essential that any discussions that may occur are conducted appropriately and professionally whilst remaining open and honest. It is important that the following does not occur: Speculation Attribution of blame Denial of responsibility Provision of conflicting information from different individuals 4
The complainants understanding of what happened with regard to the particular complaint should be taken into consideration as well as any questions they may have. There should be consideration and formal noting of the complainants views and concerns and demonstration that these are being heard and taken seriously 6. Monitoring and learning from complaints Learning from complaints of both a formal and informal nature help to promote openness and reassurance that facilities and services are taken seriously. They identify any risks and may help to improve fans experiences when visiting Castleford Tigers RLFC. Any actions that arise from complaints will be shared where appropriate. Reviewing of the policy This policy will be reviewed on a two yearly basis. PLEASE NOTE: Allegations of negligence and/or claims for compensation against the club are not covered by this policy. 5
INFORMAL COMPLAINTS FORM DETAILS OF PERSON MAKING COMPLAINT Mr/Mrs/Miss/Ms FULL NAME ADDRESS POSTCODE SIGNATURE TEL NO DATE DETAILS OF PERSON TAKING COMPLAINT (STAFF) FULL NAME JOB ROLE WITNESS DETAILS if possible (inc name, contact details & summary) COMPLAINT DETAILS DATE OF INCIDENT TIME (if known) IS THE COMPLAINT RELATED TO: MATCH DAYS OR NON MATCH DAYS IS A RESPONSE REQUIRED: YES NO (Please tick as applicable) SUMMARY OF COMPLAINT (Continue overleaf if needed)
PLEASE SAY WHAT WOULD YOU LIKE TO SEE HAPPEN AS A RESULT OF YOUR COMPLAINT? IS FURTHER ACTION REQUIRED? YES NO IF YES, PLEASE PASS THIS FORM ON TO DARREN PAYNE FOR FURTHER INVESTIGATION OTHER COMMENTS LEARNING OUTCOMES (if applicable) DATE COMPLAINT COMPLETED (and response sent if needed) * PLEASE NOTE: Allegations of negligence and/or claims for compensation against the club are not covered by this form.