Complaints Procedure

As well as learning from your complaints, we are also interested in other ideas you may have on how we might do things better.

Comments and Suggestions

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. We will use your comments to help improve the way we do things.

Safeguarding and Child Protection

Complaints regarding poor practice in children’s activities or relating to children (under 18s), such as bullying, will be shared with the Club Children’s Officer.

Bullying and Discrimination

Children have the right to enjoy football in a safe and enjoyable environment free from harm – this is our commitment to children and parents. We encourage parents and boys to support each other as part of our team ethos and any behaviour that undermines these principles is not acceptable. Any conduct by an Academy player that is perceived as offensive, bullying or discriminatory – or has caused harm to a child – 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

The Academy aims to handle all complaints fairly and honestly – and with discretion – regardless of who makes a complaint. The Academy 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 it 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 Bristol Inner City representative about your concerns
  • be clear about the problem and be as calm as you can about it

If the BIC person is unable to resolve your complaint, it may be referred to the next level.

STEP 2:

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 to our Complaints Team, complaints@bicadc.co.uk within ten working days of the incident – please mark it confidential.

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 subjected 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

These questions are on this form (click here to download), please complete and email the PDF to the following email address: complaints@bicadc.co.uk.

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 contact details and cooperate 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.

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