Tendring Hundred Riding Club

Complaints Procedure

1. Purpose

Tendring Hundred Riding Club is committed to providing a safe, fair, and enjoyable environment for all members, volunteers, officials, and visitors. This complaints procedure exists to ensure that any concerns or complaints are handled promptly, fairly, and confidentially.

2. Scope

This procedure applies to all members, parents/guardians, volunteers, officials, and visitors and covers complaints relating to:

• Behaviour of members, volunteers, or officials
• Club activities, training sessions, or events
• Safeguarding concerns (see Section 8)
• Breaches of club rules or codes of conduct
• Health and safety issues

This procedure does not replace any legal or safeguarding reporting requirements.

3. Principles

All complaints will be:

• Taken seriously
• Treated fairly and without bias
• Handled confidentially where possible
• Investigated promptly
• Resolved respectfully

No member will be disadvantaged for raising a genuine concern.

4. Informal Resolution

Where possible, complaints should first be resolved informally.

The complainant should:

• Email our Public Relations and Communication Officer

Many issues can be resolved quickly through open communication.

5. Formal Complaint Procedure

If the matter cannot be resolved informally, a formal complaint may be made.

5.1 Submitting a Complaint

Complaints must be submitted in writing (email or letter) to the Club Secretary or Chairperson and should include:

• Name and contact details of the complainant
• Date(s) and location of the incident
• Details of the complaint
• Names of any witnesses
• Any supporting evidence

Anonymous complaints will be considered at the club’s discretion.

5.2 Acknowledgement

The club will acknowledge receipt of the complaint within 7 days.

5.3 Investigation

The complaint will be reviewed by a minimum of two committee members who are not directly involved in the matter.
They may:

• Speak with those involved
• Gather statements
• Review evidence
• Seek guidance from relevant governing bodies if required

5.4 Outcome

A written response outlining the decision and any actions to be taken will be provided within 21 days, where possible.

Possible outcomes may include:

• No further action
• Mediation between parties
• Verbal or written warning
• Suspension or removal of membership
• Referral to governing body

6. Appeals

If the complainant is dissatisfied with the outcome, they may appeal in writing within 14 days of receiving the decision.

The appeal will be reviewed by an independent panel of committee members not previously involved.

The decision of the appeal panel will be final.

7. Confidentiality

All complaints will be handled confidentially and information will only be shared on a need-to-know basis.

8. Safeguarding Complaints

Any complaint involving:

• A child or vulnerable adult
• Abuse, neglect, or bullying
• Serious misconduct

Must be reported immediately to the Club Safeguarding Officer and, where appropriate, to the relevant authorities or governing body.

Safeguarding matters will follow the club’s Safeguarding Policy.

9. Record Keeping

All formal complaints and outcomes will be recorded and stored securely for a minimum of 3 years.

10. Review

This procedure will be reviewed annually or as required.