As members of Staines Hockey Club, the Hockey Club Committee want you to feel that you can raise any issues or observations with the club leadership and be confident that they will be dealt with in an appropriate and timely manner, and in
confidence where required.

We recognise and accept that many concerns are raised and dealt with informally. However, when issues cannot be satisfactorily resolved through an informal process the formal reporting process, below, should be followed.

Welfare & Safeguarding

If the issue that you are raising concerns a Young Person (defined as a person under Under 18) please contact our Welfare Officer, Hannah Miles, immediately through the contact form on the Contact page

Process

If you have an issue or observation that you would like to raise, please contact the individual listed in the table below in the first instance.

Colts

First Contact: Your Age Group Manager
Escalation: Junior Chairperson

Adults

First Contact: Your Team Captain
Escalation: Mens or Ladies Club Captain

Umpires

First Contact: Umpire Coordinator
Escalation: Club Secretary

Contact details are listed on the “Contact” page on the club website

If you require further assistance after speaking with the individuals above, are unhappy going direct for personal reason, or the issue you would like to raise concerns the Junior Chairperson or the Men’s and Ladies Club Captains. Please email support@staineshockeyclub.com. We will confirm receipt of your email within 2 days.

Your email will be passed to an appropriate committee member to deal with. This person will own the issue until resolution. The committee may need to reach out to you for additional information and may need some time to investigate the issue, but rest assured we will respond to you as soon as possible.

We will respond with details of any actions taken, and any further actions planned along with dates.

Important Notes

Please remember that ALL members of Staines Hockey Club are expected to uphold the Staines Hockey Club Code of Conduct and conduct themselves by the minimum standards of behaviour at all times. This includes anyone raising, dealing with or the subject of a complaint.

Staines Hockey Club takes its responsibilities under GDPR seriously and will ensure that the personal information it obtains is held, used, transferred and processed in accordance with the GDPR.

Every effort will be made to ensure that the confidentiality of the complainant is maintained. However, it may be the circumstance leading to the complaint are such that it may not be possible to maintain confidentiality (With each issue judged on its own merit). If this is the case, the situation will be explained to the complainant.

Please note that any timescales given above for handling and responding to complaints are indicative

References (include links to these documents)

England Hockey Safeguarding Reporting Procedures
England Hockey Complaints Procedure
Staines
Hockey Club Privacy Policy
Staines Hockey Club Code of Conduct