Complaints Policy
Complaints Policy and Procedure
1. Purpose
Coventry Blaze Junior Academy is committed to providing a safe, fair, inclusive and positive environment for all players, parents/carers, volunteers and members of the Academy community.
We recognise that, from time to time, concerns or complaints may arise. This policy explains how complaints should be raised, how they will be managed and how the Academy will seek to resolve matters fairly, respectfully and transparently.
The Academy operates a 24-hour cooling-off period before ordinary formal complaints are submitted. This is intended to encourage reflection, reduce complaints being made in the heat of the moment and support respectful communication.
However, the cooling-off period must never delay urgent reporting or action where there is a safeguarding, welfare, safety, medical, discrimination or serious conduct concern.
The aim of this policy is to:
Make it easy for concerns to be raised.
Resolve issues at the earliest appropriate stage.
Encourage calm, factual and constructive communication.
Ensure complaints are handled fairly and consistently.
Protect children and young people.
Support good governance and accountability.
Ensure learning and improvement where things have gone wrong.
2. Policy Statement
Coventry Blaze Junior Academy will:
Take complaints seriously.
Listen to concerns respectfully.
Deal with complaints promptly and fairly.
Apply the 24-hour cooling-off period to ordinary formal complaints.
Act immediately where a matter is urgent or serious.
Keep complainants informed where appropriate.
Treat people with dignity and respect.
Protect individuals from victimisation for raising a complaint in good faith.
Keep records of complaints and outcomes.
Refer safeguarding, welfare, disciplinary or legal matters to the correct process.
Learn from complaints to improve Academy practice.
The Academy will not tolerate harassment, bullying, intimidation or retaliation against anyone who raises a complaint or supports a complaint in good faith.
3. What This Policy Covers
This policy may be used for complaints about:
Academy administration.
Communication.
Coaching conduct.
Team management.
Selection processes, where the issue relates to fairness or process.
Volunteer conduct.
Parent, carer or spectator conduct.
Committee decisions or conduct.
Application of Academy policies.
Failure to follow agreed procedures.
Poor service or unreasonable delay.
Concerns about equality, inclusion or accessibility.
General conduct concerns that are not safeguarding matters.
4. What This Policy Does Not Cover
Some matters must be handled under separate procedures.
This policy does not replace:
Safeguarding procedures.
Child protection procedures.
England Ice Hockey safeguarding procedures.
Emergency reporting to Children’s Services or police.
Disciplinary procedures.
Whistleblowing procedures.
Grievances by paid staff, if applicable.
Selection appeals, where a separate selection appeal process exists.
Match official decisions made during games.
League, competition or governing body disciplinary processes.
Complaints about Planet Ice or another venue, unless the issue relates directly to Academy conduct.
Where a complaint includes safeguarding, welfare, discrimination, disciplinary or legal issues, the Academy may pause this complaints process and refer the matter to the correct procedure.
5. Safeguarding Concerns
Any concern that a child or young person may be at risk of harm must be treated as a safeguarding matter, not as an ordinary complaint.
The 24-hour cooling-off period does not apply to safeguarding concerns.
Safeguarding concerns may include:
Abuse or suspected abuse.
Neglect.
Grooming.
Bullying.
Online abuse.
Inappropriate adult behaviour.
Concerns about an adult working with children.
A disclosure from a child.
A child feeling unsafe.
Any behaviour that may place a child at risk.
Safeguarding concerns must be reported in line with the Academy Safeguarding Policy.
If a child is at immediate risk of harm or in immediate danger, contact emergency services on 999 and/or Children’s Services immediately.
Safeguarding information must be kept confidential and shared only with those who need to know in order to protect the child or manage the concern.
6. The 24-Hour Cooling-Off Period
For ordinary complaints, Coventry Blaze Junior Academy requires a 24-hour cooling-off period before a formal complaint is submitted.
This means that, where appropriate, a person wishing to make a complaint should wait at least 24 hours after the incident or concern before submitting a formal complaint.
The purpose of the cooling-off period is to:
Allow emotions to settle.
Encourage reflection.
Reduce complaints being made in the heat of the moment.
Support respectful communication.
Give time for informal clarification where appropriate.
Help ensure complaints are clear, factual and constructive.
Protect volunteers from immediate confrontational or emotional exchanges.
The cooling-off period does not prevent a person from:
Making a private note of what happened.
Keeping relevant messages or evidence.
Seeking advice.
Asking who the correct contact is.
Raising an urgent safeguarding, welfare or safety concern immediately.
Where an ordinary formal complaint is submitted before 24 hours have passed, the Academy may acknowledge receipt and advise that the matter will be considered after the cooling-off period.
7. Exceptions to the 24-Hour Cooling-Off Period
The 24-hour cooling-off period must not be used to delay reporting or action where there is an urgent or serious concern.
The cooling-off period does not apply where the concern involves:
A child or young person being at risk of harm.
A safeguarding concern.
A welfare concern requiring immediate action.
Bullying, harassment or intimidation.
Discrimination or hate-related behaviour.
Violence, threats or aggressive behaviour.
A medical emergency or serious injury.
A serious health and safety concern.
Criminal behaviour or suspected criminal behaviour.
A concern about an adult’s suitability to work with children.
A situation where delay may increase risk to a person or the Academy.
Any matter that should be reported to England Ice Hockey, the venue, police, Children’s Services or emergency services without delay.
If a child is at immediate risk of harm, or if there is an emergency, the matter must be reported immediately to the appropriate person or authority. This may include the Academy Safeguarding Lead, England Ice Hockey, Children’s Services, police or emergency services.
The Academy will always prioritise safety, safeguarding and welfare over the cooling-off period.
8. Principles of Fair Complaint Handling
The Academy will handle complaints using the following principles:
Fairness: All parties will be treated fairly.
Confidentiality: Information will be shared only where necessary.
Natural justice: A person complained about should normally be told the nature of the complaint and given a fair opportunity to respond.
Impartiality: Complaints will be handled by someone who is not directly involved wherever possible.
Proportionality: The response will reflect the seriousness of the issue.
Timeliness: Complaints will be dealt with as promptly as possible.
Safeguarding first: The welfare of children and young people will always take priority.
Record keeping: Key decisions and outcomes will be recorded.
Learning: The Academy will consider whether changes are needed to improve practice.
9. Who Can Make a Complaint
A complaint may be made by:
A player.
A parent or carer.
A coach.
A team manager.
A volunteer.
A committee member.
A match official.
A spectator.
A visiting club or representative.
Any person affected by Academy activity.
Children and young people may raise concerns directly. They should be listened to carefully and supported appropriately.
10. How to Raise a Complaint
Complaints should normally be raised as soon as reasonably possible after the issue occurs, subject to the 24-hour cooling-off period for ordinary formal complaints.
Where possible, complaints should be made in writing by email to:
Complaints contact: HR Manager
Email: hr@coventryblazeacademy.co.uk
A complaint should include:
Name of the person making the complaint.
Contact details.
Name of the player, if relevant.
Date and time of the issue.
Team or age group involved.
Names of people involved, where known.
What happened.
What action has already been taken, if any.
What outcome or resolution is being sought.
Any evidence or supporting information.
The Academy may still consider verbal complaints, especially where a person has difficulty putting the matter in writing. In these cases, the person receiving the complaint should make a written record and ask the complainant to confirm it is accurate.
Urgent safeguarding, welfare, safety, discrimination or serious conduct concerns should be reported immediately and should not wait until the 24-hour cooling-off period has passed.
11. Anonymous Complaints
Anonymous complaints can be difficult to investigate fairly.
The Academy may still consider an anonymous complaint where:
It raises a safeguarding concern.
It raises a serious welfare concern.
It raises a serious conduct or safety concern.
It raises a discrimination concern.
There is enough information to investigate.
The issue presents a risk to the Academy or its members.
Anonymous complaints may be limited by the Academy’s ability to gather further information or provide an outcome.
12. Stage 1: Informal Resolution
Where appropriate, concerns should first be raised informally with the relevant person, such as:
Team Manager.
Age group lead.
Committee member.
Compliance Officer.
Complaints SHOULD NOT be raised directly with coaches
Many concerns can be resolved quickly through discussion, clarification or an apology.
Examples of informal resolution may include:
Explaining a decision.
Correcting a misunderstanding.
Improving communication.
Agreeing next steps.
Offering an apology.
Reminding someone of expected behaviour.
Making a practical adjustment.
The 24-hour cooling-off period should be respected before raising ordinary complaints that are emotional, contentious or likely to require formal review.
Informal resolution is not appropriate where the matter involves safeguarding, serious misconduct, discrimination, bullying, harassment, violence, abuse, criminal behaviour or a serious conflict of interest.
13. Stage 2: Formal Complaint
If the issue cannot be resolved informally, or if the concern is too serious for informal resolution, a formal complaint may be submitted.
For ordinary complaints, the Academy expects the complainant to observe the 24-hour cooling-off period before submitting a formal complaint.
Formal complaints should be sent to the Complaints contact.
The Academy will aim to acknowledge receipt within 5 working days.
Where a complaint is received before the 24-hour cooling-off period has passed, the Academy may acknowledge the complaint and confirm that it will be reviewed after the cooling-off period, unless the complaint raises an urgent matter requiring immediate action.
The acknowledgement should confirm:
That the complaint has been received.
Whether the 24-hour cooling-off period applies.
Who will manage the complaint.
Whether any immediate action is needed.
Whether the matter needs to be referred to another process.
The expected next steps.
The expected timescale.
The 24-hour cooling-off period will not apply where the complaint involves safeguarding, welfare, safety, serious misconduct, discrimination, criminal behaviour or any matter requiring urgent action.
14. Initial Review
The person managing the complaint will carry out an initial review to decide:
Whether the matter falls within this policy.
Whether the 24-hour cooling-off period applies.
Whether safeguarding procedures apply.
Whether disciplinary procedures may be required.
Whether urgent action is needed.
Whether the complaint should be handled by another person due to conflict of interest.
Whether further information is needed.
Whether informal resolution is still possible.
Whether the complaint should be investigated.
Where the complaint involves the Complaints contact, the Academy Chair should appoint another suitable person to handle the matter.
Where the complaint involves the Chair, the Committee should appoint an independent committee member or suitable external person where possible.
15. Investigation
Where an investigation is required, the Academy will appoint an appropriate person to investigate.
The investigator may:
Speak to the complainant.
Speak to the person complained about.
Speak to witnesses.
Review emails, messages, documents, records or other evidence.
Review Academy policies and procedures.
Seek advice from England Ice Hockey or another appropriate body.
Consider whether safeguarding, equality, disciplinary or legal issues arise.
The investigation should be fair, proportionate and focused on the issues raised.
All those involved are expected to cooperate honestly and respectfully.
16. Timescales
The Academy will aim to:
Acknowledge formal complaints within 5 working days.
Complete an initial review within 10 working days.
Provide a full written response within 20 working days where possible.
The 24-hour cooling-off period is separate from the above timescales. For ordinary complaints, complaint-handling timescales will normally begin once the cooling-off period has ended and the formal complaint has been accepted for review.
Some complaints may take longer, especially where:
Safeguarding issues are involved.
Several people need to be spoken to.
External advice is needed.
The matter is complex.
Volunteers are unavailable.
The complaint overlaps with another process.
Where more time is needed, the complainant should be informed and given an updated timescale.
17. Outcome
At the end of the process, the Academy will provide a written outcome where appropriate.
The outcome may include:
Whether the complaint is upheld, partly upheld or not upheld.
A summary of findings.
Any action the Academy will take.
Any learning identified.
Any apology, where appropriate.
Any changes to process or communication.
Whether the matter has been referred to another procedure.
Information about appeal rights.
The Academy may not be able to share all details, especially where they involve children, safeguarding, disciplinary action, confidential personal data or third-party information.
18. Possible Actions
If a complaint is upheld or partly upheld, possible actions may include:
Apology.
Explanation.
Mediation or facilitated discussion.
Additional communication.
Policy review.
Procedure change.
Training or guidance.
Behaviour reminder.
Written warning.
Behaviour agreement.
Restriction from certain Academy activity.
Referral to disciplinary procedure.
Referral to safeguarding procedure.
Referral to England Ice Hockey.
Referral to statutory agencies where required.
The action taken will depend on the nature and seriousness of the complaint.
19. Appeal
A complainant may appeal if they believe:
The complaints process was not followed properly.
Relevant evidence was not considered.
The outcome was unreasonable based on the evidence.
There was a conflict of interest or bias.
New evidence has become available that could affect the outcome.
An appeal must be submitted in writing within 10 working days of the written outcome.
The appeal should explain:
The reason for appeal.
What part of the outcome is being challenged.
What evidence supports the appeal.
What resolution is being sought.
The appeal will be considered by someone who was not directly involved in the original decision, where possible.
The Academy will aim to acknowledge the appeal within 5 working days and provide an appeal outcome within 20 working days where possible.
The appeal outcome will normally be final within the Academy.
20. Escalation to Ice Hockey UK
Where a complaint relates to Academy activity, the Academy’s internal complaints process should normally be followed first.
If the complainant remains dissatisfied after the Academy process has been completed, they may be able to raise the matter with IHUK, depending on the nature of the complaint.
IHUK may also be contacted directly where the complaint relates to:
IHUK services or events.
IHUK staff, directors, officers or volunteers.
Matters that fall under England Ice Hockey rules or regulations.
Safeguarding concerns.
Discrimination concerns.
Serious misconduct or conduct that may bring the sport into disrepute.
The Academy will cooperate with IHUK where required.
21. Complaints Involving Discrimination
Complaints involving discrimination, harassment or victimisation will be treated seriously.
The 24-hour cooling-off period does not apply where delay may increase risk, distress or harm, or where immediate action is needed.
Discrimination concerns may relate to:
Age.
Disability.
Gender reassignment.
Marriage or civil partnership.
Pregnancy or maternity.
Race, nationality, ethnic or national origin.
Religion or belief.
Sex.
Sexual orientation.
Socio-economic background.
Neurodiversity.
Learning needs.
Medical needs or disability-related adjustments.
Where appropriate, discrimination complaints may also be handled under the Equality Statement, Code of Conduct, Disciplinary Procedure or Safeguarding Policy.
22. Complaints Involving Social Media or Online Behaviour
Complaints may relate to online behaviour, including:
Team chats.
Social media posts.
Direct messages.
Emails.
Photos or videos.
Online bullying.
Inappropriate comments.
Sharing personal information.
Bringing the Academy into disrepute.
The Academy may investigate online behaviour where it affects Academy members, Academy activity, player welfare, safeguarding, reputation or compliance with the Code of Conduct.
The 24-hour cooling-off period may apply to ordinary online conduct concerns, but it will not apply where the online behaviour involves safeguarding, bullying, harassment, threats, discrimination, abuse, sharing of private information, or risk of harm.
23. Vexatious, Malicious or Repeated Complaints
The Academy will take all genuine complaints seriously.
However, the Academy may take action where a complaint is found to be:
Malicious.
Knowingly false.
Abusive.
Repeated without new evidence.
Intended to harass or intimidate.
Unreasonable in volume, frequency or tone.
Designed to disrupt Academy activity.
Before treating a complaint as vexatious or malicious, the Academy will consider the matter carefully and fairly.
Where a complaint is considered vexatious, malicious or unreasonable, the Academy may limit further communication or take action under the Code of Conduct or Disciplinary Procedure.
This does not apply to genuine safeguarding concerns raised in good faith, even if they are not ultimately substantiated.
24. Confidentiality
Complaints will be handled confidentially as far as reasonably possible.
Information will only be shared:
With those who need to know.
To investigate the complaint.
To protect children or vulnerable people.
To obtain advice.
To comply with legal or governing body requirements.
To complete disciplinary or safeguarding processes.
Where disclosure is otherwise necessary and lawful.
People involved in a complaint should not discuss the matter widely or post about it on social media.
25. Data Protection
Complaints will be managed in line with the Academy’s Data Protection and UK GDPR Policy.
Records may include:
The complaint.
Evidence gathered.
Notes of conversations.
Correspondence.
Decisions made.
Actions taken.
Appeal records.
Complaint records will be stored securely and retained only for as long as necessary, taking account of safeguarding, insurance, legal, governance and England Ice Hockey requirements.
26. Conflicts of Interest
A person should not investigate or decide a complaint where they have a significant conflict of interest.
A conflict may include:
Being directly involved in the complaint.
Being closely connected to the complainant.
Being closely connected to the person complained about.
Having already expressed a firm view on the matter.
Having a personal interest in the outcome.
Where a conflict exists, the Academy will appoint another suitable person to manage the complaint where possible.
27. Support for Children and Young People
Where a complaint involves a child or young person, the Academy will consider:
The child’s welfare.
The child’s views, where appropriate.
The need for parent/carer involvement.
Safeguarding risks.
Whether the child needs support.
Whether the complaint should be handled by the Safeguarding Lead.
How to minimise distress.
Children and young people should be treated with respect and should not be made to feel at fault for raising a concern.
A child or young person should not be expected to wait 24 hours before telling a trusted adult that they feel unsafe, upset, bullied, discriminated against or at risk of harm.
28. Whistleblowing
Whistleblowing is where someone raises a concern about serious wrongdoing, risk, malpractice or failure to act properly.
This may include:
Safeguarding failures.
Serious misconduct.
Health and safety risks.
Financial misconduct.
Covering up wrongdoing.
Serious breaches of policy.
Abuse of power.
Whistleblowing concerns should be raised under the Academy’s Whistleblowing Policy where one exists, or directly with the Chair, Compliance Officer, Safeguarding Lead or England Ice Hockey as appropriate.
The 24-hour cooling-off period does not apply to whistleblowing concerns where delay could increase risk or allow wrongdoing to continue.
29. Relationship with Other Policies
This policy should be read alongside:
Safeguarding Policy.
Medical Plan.
Equality Statement.
Code of Conduct.
Disciplinary Procedure.
Data Protection and UK GDPR Policy.
Photography and Social Media Policy.
Terrorism Protection Policy and Public Protection Protocol.
England Ice Hockey policies, rules and regulations.
30. Record Keeping and Reporting to Committee
The Compliance Officer should maintain a confidential complaints log.
The complaints log should include:
Complaint reference number.
Date received.
Whether the 24-hour cooling-off period applied.
Whether the complaint was urgent and exempt from the cooling-off period.
Nature of complaint.
Who handled it.
Stage reached.
Outcome.
Actions taken.
Whether safeguarding was involved.
Whether England Ice Hockey was contacted.
Date closed.
Lessons learned.
The Committee may receive anonymised complaint summaries to support governance and improvement.
Safeguarding details should not be shared with the full Committee unless there is a clear need to know.
31. Learning and Improvement
The Academy will use complaints as an opportunity to improve.
Following a complaint, the Academy may consider:
Whether communication needs to improve.
Whether policies need updating.
Whether training is required.
Whether roles and responsibilities need clarifying.
Whether expectations need to be explained more clearly.
Whether support for players, parents or volunteers needs strengthening.
Whether the 24-hour cooling-off period was applied appropriately.
Whether urgent concerns were escalated quickly enough.
32. Review
This policy will be reviewed:
Annually.
Following a serious complaint.
Following a complaint that identifies a policy gap.
Following changes to England Ice Hockey procedures.
Following changes to Academy structure or governance.
The Compliance Officer is responsible for coordinating the review and presenting updates to the Academy Committee.
Where a Governing Body in referenced this will be automatically assumed to be the relevant body at the time of reading the policy where that body may have changed.