Back
Hull Ionians Complaints Procedure
Hull Ionians RUFC members, coaches, players, parents/guardian/carer, volunteers,
match officials, associated persons and spectators/visitors are expected to recognise,
adhere and respect the club’s code of conduct as detailed in the club’s policies and
rules and regulations;
the core of which is the RFU values of the game:
Teamwork • Respect • Enjoyment • Discipline • Sportsmanship;
Hull Ionians RUFC Rugby Club’s Senior Management Committee [SMC] is
responsible both for establishing an appropriate framework for the implementation
and adherence to the club’s Code of Conduct, including an appropriate formal
complaints, grievance and appeals process.
Disciplinary Process;
deals with any act of indiscipline on the field of play by players, supporters, spectators,
officials or any club member who at any time uses threatening, abusive or insulting
words or behaviour towards any other member or visitor to the Club or in any way
brings the Club or the game into disrepute;
1. is based on the RFU Code of Conduct and RFU Regulations;
2. sets out, the on-field disciplinary process for both the senior and junior sections
of Hull Ionians RUFC.
Hull Ionians RUFC Complaints Process
The objective of the Senior Management Committee (SMC) is to create a club culture
where the majority of complaints are resolved in a timely, amicable manner and in an
informal basis. The below process is based on the “RFU SAFEGUARDING
COMPLAINTS PROCEDURE” and is designed to address “off field” incidents in
breach of the Clubs Code of Conduct .
What is this procedure for?
Hull Ionians RUFC takes complaints seriously, your safety has always been our
primary concern.
Our aim is to:
• provide a fair complaints procedure which is clear and easy to understand;
• be transparent about how we will deal with complaints;
• ensure that all complaints are investigated fairly and in a timely way; and
• gather information in order to improve the running of Hull Ionians RUFC
Hull Ionians Complaints Procedure
How do I make a complaint?
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue that is being complained
about. If the complaint has been received by that person, we expect that all reasonable efforts will have been
made to resolve it swiftly if possible and appropriate (informal resolution).
However we appreciate that this is not always possible or appropriate and therefore have the following
additional process in order to deal with all complaints raised.
Stage Two
If it has not been possible to resolve the complaint in Stage One of this process, the complaint should be made
in writing to the Hull Ionians Secretary.
The complaint will be acknowledged and responded to in writing, within 10 working days and a copy of this
complaints procedure will be supplied.
The Hull Ionians Secretary will take the following action if the complaint relates to:
1. to junior player safety, immediately escalate to the Club’s Safety Officer.
2. on field ill-discipline, refer the matter to Hull Ionians Disciplinary Officer (DO).
The Hull Ionians Secretary, will determine the appropriate Section of the club that the compliant should be
directed to and forward the complaint to the Section Chair(s) who will convene a minimum quorum of three
members, who are independent to the complaint, to form a view and decide who the best person is, to
become the Stage Two Reviewer.
The Stage Two Reviewer will:
1. consider whether the complaint falls within the ambit of this procedure;
2. initiate discussions, meetings or other correspondence with the complainant to fully understand their
issue, seek clarity and be clear on what would constitute a resolution for them;
3. consider whether the substance of the complaint has already been dealt with in the response to another
complaint or as part of Stage One of the process;
4. compile an appropriate set of documentation, including records of interviews, meetings, exchanged
emails, etc. for review by the Stage Three Review Committee if appropriate.
If the complaint has already been dealt with appropriately, then no further action will be taken. The hope at
Stage Two is that an acceptable resolution can be found and the complaint can be concluded to the
complainant’s satisfaction at this stage.
However if this is not the case, the complainant must inform the Hull Ionians Secretary, within 10 working
days of the decision to initiate Stage Three, which will be progressed as follows:
Stage Three
The Hull Ionians Secretary, will convene a minimum quorum of three SMC members, who are
independent to the complaint, to appoint a Stage Three Review Committee, comprised of a minimum of 3
individuals and a appoint a chair.
The Stage Three Review Chair will:-
1. within five working days acknowledge receipt of the Stage Three complaint and confirm that a Stage
Three Review Committee has been appointed;
2. indicate when a response can be expected. The aim will be for complainants to receive a definitive
reply within 20 working days;
3. convene the Stage Three Committee to review the principal documentation and the actions taken so
far.
The role of the Stage Three Review Committee is to assess whether the conclusion reached by the Stage
Two Reviewer was one to which a reasonable person could have come, or whether he or she acted fairly to
the complainant.
The Stage Three Review Committee:
• will not ordinarily review the matter from the beginning;
• shall not ordinarily ask for further statements from the complainant or third parties.
If the Stage Three Review Committee concludes that the conclusion reached by the Stage Two Reviewer
was one to which a reasonable person could not have come, or failed to act fairly to the complainant, they
she shall instruct another individual to conduct a Stage Two Review again.
If the Stage Three Review Committee is satisfied that the conclusion of the Stage Two Reviewer was
reasonable, and that the complainant was treated fairly, then the Stage Three Reviewer shall inform the
complainant that the matter is closed.
The reply (within 20 working days where possible) to the complainant will inform them of the action(s)
taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result
of the complaint
What happens next?
The decision of a Stage Three Review Committee on whether to close the complaint's file and/or recommend
an alternative action is final.
Where any recommendations of the Stage Two Reviewer or Stage Three Review Committee result in
disciplinary action for any person, the relevant disciplinary rules will be followed, including those relating to
appeal against any resulting sanction.
What else you need to know?
Hull Ionians RUFC will treat all complaints in strictest confidence, with appropriate discretion to both the
accused and accuser(s).
All complaints received by the Hull Ionians Secretary will be appropriately briefed to the SMC and the
determined course of action minuted within confidential matters arising, for the club’s records.
The Hull Ionians Chairman and Secretary will inform Yorkshire RFU as appropriate with regard to formal
complaints, grievances and allegations of breaches of the club’s code of conduct, rules & regulations.
Appeals Process
Any appeal must be raised in writing to the Hull Ionians Secretary, stating the basis for the appeal, within 10
days of receipt of Hull Ionians written communication.
The decision on the validity of an appeal will be made within 20 days of receipt of a written appeal, by the
Secretary of Hull Ionians in consultation with a minimum quorum of three other SMC members.
All appeals will be appropriately briefed to the SMC and the determined course of action minuted within
confidential matters arising, for the club’s records.
Whistleblowing
Hull Ionians fully supports the concept of whistleblowing and believes that it is an important part of a good
governance process.
As such members, coaches, players, parents/guardian/carer, volunteers, match officials, associated persons
and spectators/visitors are actively encouraged to bring any concerns they may have to the attentions of the
officers of the club.
In addition, Hull Ionians respects that individuals may not be comfortable raising matters in person with
club officials and as such concerns should be sent in writing direct to the Secretary or the Child Safeguarding
Officer.
Finally, anonymous complaints will be treated in the same manner as those raised in person. That said, the
club recognises that the ability to complete an investigation may be hindered by the lack of an accuser(s) to
discuss the matter.
Vexatious Complaints
The presumption is that a complaint is made in good faith. A vexatious complaint is one that is pursued,
regardless of its merits, solely to harass, annoy or subdue somebody; something that is unreasonable, without
foundation, frivolous, repetitive, burdensome or unwarranted. A decision on whether a complaint is
vexatious can be made at Stage 2 &/or Stage 3, based on the information presented to the Stage 2 Reviewer &/
or Stage 3 Chair. All complaints deemed to be vexatious must be communicated to the Club Secretary and
presented to the SMC within Matters Arising on the Committee Meeting Agenda.
match officials, associated persons and spectators/visitors are expected to recognise,
adhere and respect the club’s code of conduct as detailed in the club’s policies and
rules and regulations;
the core of which is the RFU values of the game:
Teamwork • Respect • Enjoyment • Discipline • Sportsmanship;
Hull Ionians RUFC Rugby Club’s Senior Management Committee [SMC] is
responsible both for establishing an appropriate framework for the implementation
and adherence to the club’s Code of Conduct, including an appropriate formal
complaints, grievance and appeals process.
Disciplinary Process;
deals with any act of indiscipline on the field of play by players, supporters, spectators,
officials or any club member who at any time uses threatening, abusive or insulting
words or behaviour towards any other member or visitor to the Club or in any way
brings the Club or the game into disrepute;
1. is based on the RFU Code of Conduct and RFU Regulations;
2. sets out, the on-field disciplinary process for both the senior and junior sections
of Hull Ionians RUFC.
Hull Ionians RUFC Complaints Process
The objective of the Senior Management Committee (SMC) is to create a club culture
where the majority of complaints are resolved in a timely, amicable manner and in an
informal basis. The below process is based on the “RFU SAFEGUARDING
COMPLAINTS PROCEDURE” and is designed to address “off field” incidents in
breach of the Clubs Code of Conduct .
What is this procedure for?
Hull Ionians RUFC takes complaints seriously, your safety has always been our
primary concern.
Our aim is to:
• provide a fair complaints procedure which is clear and easy to understand;
• be transparent about how we will deal with complaints;
• ensure that all complaints are investigated fairly and in a timely way; and
• gather information in order to improve the running of Hull Ionians RUFC
Hull Ionians Complaints Procedure
How do I make a complaint?
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue that is being complained
about. If the complaint has been received by that person, we expect that all reasonable efforts will have been
made to resolve it swiftly if possible and appropriate (informal resolution).
However we appreciate that this is not always possible or appropriate and therefore have the following
additional process in order to deal with all complaints raised.
Stage Two
If it has not been possible to resolve the complaint in Stage One of this process, the complaint should be made
in writing to the Hull Ionians Secretary.
The complaint will be acknowledged and responded to in writing, within 10 working days and a copy of this
complaints procedure will be supplied.
The Hull Ionians Secretary will take the following action if the complaint relates to:
1. to junior player safety, immediately escalate to the Club’s Safety Officer.
2. on field ill-discipline, refer the matter to Hull Ionians Disciplinary Officer (DO).
The Hull Ionians Secretary, will determine the appropriate Section of the club that the compliant should be
directed to and forward the complaint to the Section Chair(s) who will convene a minimum quorum of three
members, who are independent to the complaint, to form a view and decide who the best person is, to
become the Stage Two Reviewer.
The Stage Two Reviewer will:
1. consider whether the complaint falls within the ambit of this procedure;
2. initiate discussions, meetings or other correspondence with the complainant to fully understand their
issue, seek clarity and be clear on what would constitute a resolution for them;
3. consider whether the substance of the complaint has already been dealt with in the response to another
complaint or as part of Stage One of the process;
4. compile an appropriate set of documentation, including records of interviews, meetings, exchanged
emails, etc. for review by the Stage Three Review Committee if appropriate.
If the complaint has already been dealt with appropriately, then no further action will be taken. The hope at
Stage Two is that an acceptable resolution can be found and the complaint can be concluded to the
complainant’s satisfaction at this stage.
However if this is not the case, the complainant must inform the Hull Ionians Secretary, within 10 working
days of the decision to initiate Stage Three, which will be progressed as follows:
Stage Three
The Hull Ionians Secretary, will convene a minimum quorum of three SMC members, who are
independent to the complaint, to appoint a Stage Three Review Committee, comprised of a minimum of 3
individuals and a appoint a chair.
The Stage Three Review Chair will:-
1. within five working days acknowledge receipt of the Stage Three complaint and confirm that a Stage
Three Review Committee has been appointed;
2. indicate when a response can be expected. The aim will be for complainants to receive a definitive
reply within 20 working days;
3. convene the Stage Three Committee to review the principal documentation and the actions taken so
far.
The role of the Stage Three Review Committee is to assess whether the conclusion reached by the Stage
Two Reviewer was one to which a reasonable person could have come, or whether he or she acted fairly to
the complainant.
The Stage Three Review Committee:
• will not ordinarily review the matter from the beginning;
• shall not ordinarily ask for further statements from the complainant or third parties.
If the Stage Three Review Committee concludes that the conclusion reached by the Stage Two Reviewer
was one to which a reasonable person could not have come, or failed to act fairly to the complainant, they
she shall instruct another individual to conduct a Stage Two Review again.
If the Stage Three Review Committee is satisfied that the conclusion of the Stage Two Reviewer was
reasonable, and that the complainant was treated fairly, then the Stage Three Reviewer shall inform the
complainant that the matter is closed.
The reply (within 20 working days where possible) to the complainant will inform them of the action(s)
taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result
of the complaint
What happens next?
The decision of a Stage Three Review Committee on whether to close the complaint's file and/or recommend
an alternative action is final.
Where any recommendations of the Stage Two Reviewer or Stage Three Review Committee result in
disciplinary action for any person, the relevant disciplinary rules will be followed, including those relating to
appeal against any resulting sanction.
What else you need to know?
Hull Ionians RUFC will treat all complaints in strictest confidence, with appropriate discretion to both the
accused and accuser(s).
All complaints received by the Hull Ionians Secretary will be appropriately briefed to the SMC and the
determined course of action minuted within confidential matters arising, for the club’s records.
The Hull Ionians Chairman and Secretary will inform Yorkshire RFU as appropriate with regard to formal
complaints, grievances and allegations of breaches of the club’s code of conduct, rules & regulations.
Appeals Process
Any appeal must be raised in writing to the Hull Ionians Secretary, stating the basis for the appeal, within 10
days of receipt of Hull Ionians written communication.
The decision on the validity of an appeal will be made within 20 days of receipt of a written appeal, by the
Secretary of Hull Ionians in consultation with a minimum quorum of three other SMC members.
All appeals will be appropriately briefed to the SMC and the determined course of action minuted within
confidential matters arising, for the club’s records.
Whistleblowing
Hull Ionians fully supports the concept of whistleblowing and believes that it is an important part of a good
governance process.
As such members, coaches, players, parents/guardian/carer, volunteers, match officials, associated persons
and spectators/visitors are actively encouraged to bring any concerns they may have to the attentions of the
officers of the club.
In addition, Hull Ionians respects that individuals may not be comfortable raising matters in person with
club officials and as such concerns should be sent in writing direct to the Secretary or the Child Safeguarding
Officer.
Finally, anonymous complaints will be treated in the same manner as those raised in person. That said, the
club recognises that the ability to complete an investigation may be hindered by the lack of an accuser(s) to
discuss the matter.
Vexatious Complaints
The presumption is that a complaint is made in good faith. A vexatious complaint is one that is pursued,
regardless of its merits, solely to harass, annoy or subdue somebody; something that is unreasonable, without
foundation, frivolous, repetitive, burdensome or unwarranted. A decision on whether a complaint is
vexatious can be made at Stage 2 &/or Stage 3, based on the information presented to the Stage 2 Reviewer &/
or Stage 3 Chair. All complaints deemed to be vexatious must be communicated to the Club Secretary and
presented to the SMC within Matters Arising on the Committee Meeting Agenda.