Complaints Procedure
Introduction
We value feedback from our members and participants at Poulaphouca Pitch and Putt Club. Our complaint procedure is designed to address concerns and complaints in a fair and timely manner, ensuring that we maintain a positive and respectful environment for everyone.
This complaint procedure encourages individuals to explore informal resolution options before initiating a formal complaint process, promoting open communication and problem-solving within the sports club.
We believe in giving all complainants the right to be heard, understood, and respected. At the same time, we expect everyone, including members and committee members, to be polite and courteous in their interactions with us. We won't tolerate aggressive or abusive behavior, unreasonable demands, or excessive persistence.
Accessibility
We have made our complaint procedure easily accessible to all members, participants, and stakeholders. You can find it on our website, notice boards, or in printed materials available at our club.
Types of Complaints
We encourage complaints related to issues such as misconduct, discrimination, safety concerns, or club policies. We take all complaints seriously and will address them with care.
Informal Resolution
Before submitting a formal complaint, we encourage you to consider an informal resolution. You can do this by:
Discussing your concerns with the individual(s) involved, if you feel comfortable doing so.
Seeking guidance from a club official to facilitate a resolution.
Submitting a Complaint
If informal resolution is not feasible or if you remain dissatisfied, you can submit a formal complaint through one of the following methods:
Speak to a club official in person.
Send an email to: poulaphoucapitchandputt@gmail.com.
Fill out the online complaint form on our website at https://www.poulaphoucapitchandputtclub.com/.
What to Include in your Complaint
Fill in the necessary details (Name, Email Address and Contact Number)
Describe your complaint briefly, including relevant dates and times if necessary. List your concerns, starting with the most important one.
Clearly state what you want to achieve with your complaint (e.g., an apology, an explanation).
Let us know how you prefer to be contacted.
Anonymous Complaints
We understand that some individuals may wish to remain anonymous when submitting a complaint. If you choose to file an anonymous complaint, we will still take it seriously, but please be aware of the limitations of anonymity.
Complaint Acknowledgment
We will acknowledge receipt of your complaint within 5 business days. This acknowledgment confirms that we have received your complaint and are initiating the process.
Preliminary Examination
We will conduct a preliminary examination of the complaint to determine its validity and whether it warrants a formal investigation. This examination will be conducted by a designated club official.
Addressing Complaints Against Someone Else
If the complaint involves someone else, we will take the following steps:
Notify the individual against whom the complaint is made, providing them with details of the complaint and assurance of a fair investigation.
Offer support and resources if needed.
Give the individual a reasonable timeframe to respond.
Conduct an impartial investigation, including interviews and evidence collection.
Share findings and provide an opportunity for the individual to respond.
Determine a resolution based on the investigation's findings.
Inform the individual about the appeal process if applicable.
Timeframe
We commit to resolving your complaint within 30 days from the date of receipt, providing you with a timely response.
Resolution
We will work to resolve the formal complaint within 30 days from the date of receipt. The resolution may involve discussions, mediation, or other appropriate actions. We may also ask for the advice and assistance from the Kildare County Board.
Communication
After the Investigation, we will communicate the resolution to you, along with any actions taken or changes made as a result of your complaint.
Appeals
If you are not satisfied with the resolution, you may have the option to appeal. Details on the appeal process can be provided upon request.
Confidentiality
Your complaint will be handled confidentially to the extent possible, while also considering legal and safety requirements.
Record Keeping
Records of complaints, investigations, and resolutions will be maintained securely in compliance with data protection laws.
Continuous Improvement
We are committed to learning from complaints and continually improving our operations and policies based on feedback.
Contact Information
For any questions, informal resolution assistance, or to submit a formal complaint, please contact our complaint coordinator, the chairperson:
Name: PJ Harte (Chairperson) or Steve Cliford (Secretary)
Email: poulaphoucapitchandputt@gmail.com
Phone: 0866090094 or 0863913082
Compliance
We expect all members and stakeholders to adhere to this procedure and cooperate fully with complaint investigations.