Complaints Procedure

Derbyshire Cricket Foundation

 Complaints Procedure

Background

The Derbyshire Cricket Foundation (DCF) is committed to providing a safe, positive, and enjoyable environment for all those we work with and everyone participating in our programmes. We recognise, however, that sometimes people we work with may have concerns they wish to raise. When this happens, it is important that there is a clear procedure in place which enables any concerns to be raised and resolved in a timely manner.

Purpose

This procedure is intended to help resolve problems and provide a means by which issues of concern can be raised and subsequently addressed. We would hope that effective two-way communication between DCF Staff/Coaches and those we work with would enable most questions and concerns to be addressed informally prior to any complaint being registered.  All complainants will be treated respectfully during and after the course of any complaints investigation, and will receive a written response to any formal complaint.

This procedure will be applied in conjunction with other established policies and procedures in cricket. The ECB “Safe Hands” policy provides guidance on safeguarding children, young people, and vulnerable adults in cricket, and guidance on the application of Safe Hands within Derbyshire is provided on the DCF website. All DCF Coaches and Staff are required to comply with the Safe Hands Policy and also with the ECB Coaches Code of Conduct.  In the event that anybody wishes to raise a concern about a safeguarding matter they should consult these policies, and raise the matter with a DCF staff member/coach in the first instance. If they would prefer not to raise the issue with the DCF staff member/coach, they should contact the County Welfare Officer for further guidance via the contact details provided on the DCF website. For any complaints of a non-safeguarding nature, the procedure outlined below should be followed.

Expressing concerns (Stage 1)

There are inevitably issues that sometimes arise which, if dealt with promptly and in a considerate manner, can be resolved informally and will avoid the need for a formal complaint. Any problem or concern should be raised promptly with a DCF staff member/Coach or Team manager (for those in the Performance Pathway), in the first instance.  If you do not feel able to discuss the matter with the DCF staff member/coach/team manager in the first instance, you should discuss it with Dave Moore (Player Pathway and Business Support Officer) or Richard Wood (Head of DCF), who have their current contact details listed on the DCF website.

Formal Complaints.

Formal procedures will be invoked if initial attempts to resolve the issue are unsuccessful and the person raising the matter remains dissatisfied and wishes to take the matter further. Details of a complaint will be kept confidential except in so far as they need to be shared with people who might contribute to their resolution, including those who may be the subject of any allegations.

It is the choice of the complainant whether to initiate a formal complaint. It should be noted that some outcomes of a complaint might lead to action being initiated under other formal procedures, such as the ECB Safe Hands policy.

It is not a requirement that a formal complaint is made in writing, but providing as much information as possible will help inform an appropriate response and course of action. The DCF must have a clear understanding of what the complaint is about and may therefore request detailed clarification before investigating.

Stage 2 (Head of DCF)

At this stage, the Head of DCF will investigate your concern, as well as attempting to resolve the matter to the satisfaction of all concerned.  If the complaint is about the Head of DCF, it will be considered by the Chair of the DCF Board of Trustees at this juncture.

Where concerns cannot be resolved by the Head of DCF (or the Chair if applicable), then you will be advised that details of your continuing concern will be then referred to the DCF Trustees Complaints Committee (The “Panel”)

Stage 3 (Board of Trustees’ Complaints Panel)

If a complaint has been referred to a Trustees Complaints Committee, the Panel will meet to consider the complaint.

The panel will elect its own chair. A minimum of three Trustees is required to make a quorum.

The complainant will be given the opportunity to attend the meeting to make representations in person. The panel will therefore meet at a time convenient to all parties.  If the complainant decides not to attend the meeting, it may be held in his/her absence, and the complaint may be considered on the information available.

Outline procedure:

  • At the meeting, the complainant will be invited to explain the complaint.
  • The Panel members and the Head of DCF may ask questions of the complainant.
  • The Head of DCF will be asked to explain the Board’s actions in response to the complaint.
  • The complainant and panel may ask questions of the Head of DCF.
  • The Panel Chair will explain that both parties will hear from the panel in writing within a set time-scale.
  • Both parties will leave while the Panel decides on the issues and reach a conclusion.

Outcomes of Investigations

A response will be given outlining the outcome of the investigation and detailing how the conclusion has been reached.

The panel may reach the following conclusions:

  • Dismiss the complaint in whole or in part
  • Uphold the complaint in whole or in part
  • Decide on the appropriate action to be taken to resolve the complaint
  • Recommend changes to the DCF’s systems and procedures to ensure that problems of a similar nature do not recur.

The aim of the investigation will always be to resolve the complaint and achieve reconciliation between the complainant and the DCF.

Nevertheless, it is acknowledged that sometimes the complainant may not be satisfied with the outcome if matters are not found in his/her favour.

Please note that in the event that the matter couldn’t be resolved by the internal appeal stage the case may be referred on to an independent representative of the ECB or another independent body, if appropriate. 

Last updated January 2021

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Derbyshire Cricket Foundation
 Complaints Procedure
Background

The Derbyshire Cricket Foundation (DCF) is committed to providing a safe, positive, and enjoyable environment for all those we work with and everyone participating in our programmes. We recognise, however, that sometimes people we work with may have concerns they wish to raise. When this happens, it is important that there is a clear procedure in place which enables any concerns to be raised and resolved in a timely manner.

Purpose

This procedure is intended to help resolve problems and provide a means by which issues of concern can be raised and subsequently addressed. We would hope that effective two-way communication between DCF Staff/Coaches and those we work with would enable most questions and concerns to be addressed informally prior to any complaint being registered.  All complainants will be treated respectfully during and after the course of any complaints investigation, and will receive a written response to any formal complaint.

This procedure will be applied in conjunction with other established policies and procedures in cricket. The ECB “Safe Hands” policy provides guidance on safeguarding children, young people, and vulnerable adults in cricket, and guidance on the application of Safe Hands within Derbyshire is provided on the DCF website. All DCF Coaches and Staff are required to comply with the Safe Hands Policy and also with the ECB Coaches Code of Conduct.  In the event that anybody wishes to raise a concern about a safeguarding matter they should consult these policies, and raise the matter with a DCF staff member/coach in the first instance. If they would prefer not to raise the issue with the DCF staff member/coach, they should contact the County Welfare Officer for further guidance via the contact details provided on the DCF website. For any complaints of a non-safeguarding nature, the procedure outlined below should be followed.

Expressing concerns (Stage 1)

There are inevitably issues that sometimes arise which, if dealt with promptly and in a considerate manner, can be resolved informally and will avoid the need for a formal complaint. Any problem or concern should be raised promptly with a DCF staff member/Coach or Team manager (for those in the Performance Pathway), in the first instance.  If you do not feel able to discuss the matter with the DCF staff member/coach/team manager in the first instance, you should discuss it with Dave Moore (Player Pathway and Business Support Officer) or Richard Wood (Head of DCF), who have their current contact details listed on the DCF website.

Formal Complaints.

Formal procedures will be invoked if initial attempts to resolve the issue are unsuccessful and the person raising the matter remains dissatisfied and wishes to take the matter further. Details of a complaint will be kept confidential except in so far as they need to be shared with people who might contribute to their resolution, including those who may be the subject of any allegations.

It is the choice of the complainant whether to initiate a formal complaint. It should be noted that some outcomes of a complaint might lead to action being initiated under other formal procedures, such as the ECB Safe Hands policy.

It is not a requirement that a formal complaint is made in writing, but providing as much information as possible will help inform an appropriate response and course of action. The DCF must have a clear understanding of what the complaint is about and may therefore request detailed clarification before investigating.

Stage 2 (Head of DCF)

At this stage, the Head of DCF will investigate your concern, as well as attempting to resolve the matter to the satisfaction of all concerned.  If the complaint is about the Head of DCF, it will be considered by the Chair of the DCF Board of Trustees at this juncture.

Where concerns cannot be resolved by the Head of DCF (or the Chair if applicable), then you will be advised that details of your continuing concern will be then referred to the DCF Trustees Complaints Committee (The “Panel”)

Stage 3 (Board of Trustees’ Complaints Panel)

If a complaint has been referred to a Trustees Complaints Committee, the Panel will meet to consider the complaint.

The panel will elect its own chair. A minimum of three Trustees is required to make a quorum.

The complainant will be given the opportunity to attend the meeting to make representations in person. The panel will therefore meet at a time convenient to all parties.  If the complainant decides not to attend the meeting, it may be held in his/her absence, and the complaint may be considered on the information available.

Outline procedure:

At the meeting, the complainant will be invited to explain the complaint.
The Panel members and the Head of DCF may ask questions of the complainant.
The Head of DCF will be asked to explain the Board’s actions in response to the complaint.
The complainant and panel may ask questions of the Head of DCF.
The Panel Chair will explain that both parties will hear from the panel in writing within a set time-scale.
Both parties will leave while the Panel decides on the issues and reach a conclusion.
Outcomes of Investigations

A response will be given outlining the outcome of the investigation and detailing how the conclusion has been reached.

The panel may reach the following conclusions:

Dismiss the complaint in whole or in part
Uphold the complaint in whole or in part
Decide on the appropriate action to be taken to resolve the complaint
Recommend changes to the DCF’s systems and procedures to ensure that problems of a similar nature do not recur.

The aim of the investigation will always be to resolve the complaint and achieve reconciliation between the complainant and the DCF.

Nevertheless, it is acknowledged that sometimes the complainant may not be satisfied with the outcome if matters are not found in his/her favour.

Please note that in the event that the matter couldn’t be resolved by the internal appeal stage the case may be referred on to an independent representative of the ECB or another independent body, if appropriate. 

Last updated January 2021

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