1. Introduction

Somerset Football Association (SFA) is committed to providing a quality service to all, working in an open and accountable way that builds the trust and respect of all our stakeholders, members, partners and the wider community. We aim to maintain the highest standards in everything we do. However, we recognise that there may be occasions when individuals have cause to express dissatisfaction with our services, processes, or conduct. This complaints policy outlines our commitment to addressing complaints promptly, fairly, and effectively. One of the ways in which we can continue to improve our service is by listening and responding to the views and in particular by responding positively to complaints, and by making mistakes right. 

Therefore we aim to ensure that: 

• making a complaint is as easy as possible; 
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for a response; 
• we deal with it promptly, politely and, when appropriate, confidentially; 
• we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; 
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures. 

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims  are to: 

• resolve informal concerns quickly; 
• keep matters low-key; 
• enable mediation between the complainant and the individual to whom the complaint has been referred. 

An informal approach is appropriate when it can be achieved. But if concerns cannot be  satisfactorily resolved informally, then the formal complaints procedure should be followed. 

2. Scope

This policy applies to all complaints received by Somerset Football Association from its members, participants, stakeholders, or the public regarding any aspect of our operations, services, or conduct.

3. Responsibilities

Somerset Football Association responsibility will be to: 

• acknowledge the formal complaint in writing; 
• respond within a stated period of time, sooner where possible; 
• deal reasonably and sensitively with the complaint; 
• take action where appropriate. 

A complainant's responsibility is to: 

• bring their complaint, in writing, to SFA’s attention as soon as is practically possible.
• raise concerns promptly and directly with a member of staff at SFA
• explain the problem as clearly and as fully as possible, including any action taken to date, a timeline or supporting documentation; 
• allow SFA a reasonable time to deal with the matter; 

Responsibility for Action: All Staff at SFA  

4. Confidentiality

All information provided in relation to a complaint will be treated confidentially and in accordance with data protection legislation. However, in some circumstances, it may be necessary to disclose information to relevant parties for the purpose of investigation and resolution. Any such disclosures will be made in compliance with data protection laws. 

5. Monitoring and Reporting

Board members of SFA will receive annually an anonymised report of complaints made and their resolution and complaints will be dealt with in accordance with SFA’s Privacy Policy.  

6. Contact details

All complaints should be addressed to Secretary@somersetfa.com or by post Somerset FA Charles Lewin House, Wirral Park Road, Glastonbury, Somerset, BA6 9FR. 

Formal Complaints Procedure 

Stage 1 

Complaints can be made via email and sent to Secretary@somersetfa.com. The members of staff on duty will then act on the complaint given and rectify it there and then. If your  complaint requires urgent attention, you can telephone by calling 01452 832359 and talking  to a member of staff. If a member of staff does not answer the phone, please leave a message and we will return the call. 

If you are unable to resolve the issue, you should write to the member of staff who dealt  with you, or their manager, so that they have a chance to put things right. If your  complaint concerns a Director of SFA, rather than a member of SFA staff, you should write  formally to the individual concerned. In your letter you should set out the details of your  complaint, the consequences for you as a result, and the remedy you are seeking. 

You can expect your complaint to be acknowledged within 2 working days of receipt. You  should get a response and an explanation within 7 working days. 

Stage 2 

If you are not satisfied with the initial response to the complaint then you can write to SFA’s Chief Executive Officer and ask for your complaint and the response to be reviewed.  You can expect the Chief Executive Officer to acknowledge your request within 2 working days  of receipt and a response within 7 working days. 

SFA’s aim is to resolve all matters as quickly as possible. However, inevitably some issues  will be more complex and therefore may require longer to be fully investigated.  Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom. 

Final Stage 

If you are not satisfied with the subsequent reply from SFA’s Chief Executive Officer, then  you have the option of writing to the Director (HR) stating the reason why you are dissatisfied with the outcome. 

You must do this within 10 days of receiving the written response from SFA’s Chief Executive Officer (or their nominee) will respond normally within 7 working days  to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.