From time to time, however, concerns or disagreements may arise. Our Complaints Procedure is designed to make sure these are dealt with fairly, consistently and transparently, while giving everyone involved the opportunity to be heard.
Wherever possible, we encourage concerns to be raised early so they can be resolved quickly and informally.
Raising a concern
For most issues, the best starting point is to speak to your Team Manager or the Club’s Football Secretary.
Many concerns can be resolved through a conversation, clarification or by bringing the right people together.
Where an informal resolution is not appropriate, or where the matter cannot be resolved in this way, a formal complaint can be made.
Making a formal complaint
Formal complaints should be made in writing to:
complaints@letchwortheagles.org.uk
We will normally acknowledge receipt of a formal complaint within 72 hours.
It is helpful to include:
- what happened and when;
- who was involved;
- details of any witnesses;
- any evidence you would like us to consider; and
- what you would like to happen as a result of your complaint.
If the complaint relates to the Club’s Football Secretary, it should instead be referred to the Club Chair and Vice Chair.
Anonymous complaints can be recorded and considered, although anonymity may limit what the Club is able to investigate or what formal action can be taken.
What happens next?
Once a formal complaint has been received, the Club will carry out an initial review and decide how it should be handled.
Where an investigation is required, an independent complaints panel will be appointed. Those investigating the matter may speak to the complainant, the person who is the subject of the complaint and any relevant witnesses, as well as reviewing available evidence and applicable Club and FA policies.
Decisions will be made on the balance of probabilities, based on the information available.
Once the process has concluded, the complainant will receive a written outcome.
Depending upon the circumstances, outcomes can range from no further action or informal guidance through to formal warnings, removal from a Club role or referral to the relevant League or County FA.
Safeguarding concerns
Safeguarding concerns are dealt with separately from the normal complaints procedure.
Where there is an immediate risk of harm, please contact the Police on 999.
Child protection concerns can also be raised with the NSPCC on 0808 800 5000 or with the Hertfordshire FA Safeguarding Team.
Where an allegation may constitute a criminal offence, the Police are the appropriate organisation to investigate.
Confidentiality and fairness
We will respect confidentiality wherever reasonably possible.
However, information may need to be shared with the people involved in order for the Club to investigate properly and to ensure that anyone facing an allegation has a fair opportunity to respond.
Appeals
If a complainant is dissatisfied with the outcome of a formal complaint, an appeal may be submitted in writing to the Club Chair and Vice Chair within 14 days of the outcome being issued.
The appeal will be considered by people who were not involved in the original investigation.
Learning from complaints
Complaints are not simply about deciding whether somebody was right or wrong.
Where issues highlight opportunities to improve our communication, processes, behaviour standards or Club governance, we will use that feedback to make the Club better.
Read the full Complaints Procedure
The information above is a summary of the Club’s Complaints Procedure.
Download the full policy here: Download
Version: 1
Approved: Letchworth Garden City Eagles Club Committee – 5 October 2026
Next review: June 2027
