Canicross Midlands – Complaints Policy

🐾 1. Purpose of This Policy

Canicross Midlands is committed to providing a safe, welcoming, and fair environment for all members, volunteers, and participants. This policy explains how concerns or complaints can be raised and how they will be handled. It is designed to align with the principles of the English Athletics and the BSSF Complaints Policy, including fairness, transparency, and timely resolution.

🐾 2. What This Policy Covers

This policy applies to complaints relating to:

• Conduct of club members, volunteers, or officials

• Behaviour at club events, training sessions, or competitions

• Club processes, decisions, or administration

• Welfare concerns that do not require immediate safeguarding action

Safeguarding concerns involving children or adults at risk must follow the club’s Safeguarding Policy and be reported immediately to the Club Welfare Officer.

🐾 3. Principles

Canicross Midlands will handle all complaints in line with the following principles:

• Fairness – All parties will be treated impartially and respectfully.

• Confidentiality – Information will be shared only with those who need to know.

• Timeliness – Complaints will be acknowledged and addressed promptly.

• Transparency – The process and outcomes will be clearly communicated.

• Right to Appeal – Individuals may request a review if they believe the process was not followed correctly.

🐾 4. How to Raise a Complaint

Complaints should be submitted in writing to the Club ACM. The complaint should include:

• A clear description of the issue

• Relevant dates, locations, and individuals involved

• Any supporting evidence

• The outcome the complainant is seeking

If the complaint involves the Club Chair or ACM or presents a conflict of interest, the complaint should instead be directed to the Club Secretary, who will act as the alternative dispute resolution lead.

🐾 5. Complaint Handling Process

Step 1 – Acknowledgement

The complaint will be acknowledged within 7 days.

Step 2 – Initial Review

The Club ACM (or Club Secretary, if acting as alternative dispute resolution) will:

• Review the information provided

• Decide whether the matter can be resolved informally or requires a formal investigation

Step 3 – Investigation (if required)

A fair and proportionate investigation will be carried out, which may include:

• Speaking with the complainant

• Speaking with individuals involved

• Reviewing relevant evidence

Step 4 – Outcome

A written outcome will be provided within 28 days, unless additional time is required due to complexity. The outcome will outline:

• Findings

• Any actions to be taken

• Rationale for the decision

Step 5 – Appeal

If the complainant believes the process was not followed correctly, they may request an appeal within 14 days of receiving the outcome. Appeals will be reviewed by a club committee member not previously involved.

🐾 6. Escalation Beyond the Club

If the matter cannot be resolved within the club, or if it falls under the remit of the BSSF (e.g., serious misconduct, breaches of national policies), the complainant may be directed to the BSSF Complaints Procedure.

🐾 7. Record Keeping

The club will securely retain records of:

• Complaints received

• Investigations conducted

• Outcomes and actions taken

Records will be kept in line with data protection requirements.

🐾 8. Review of This Policy

This policy will be reviewed annually or sooner if required by changes in England Athletics guidance or club governance needs.