Complaints

Policy approved: 09 November 2020

If you believe that a member of the club has behaved in a way that is unsafe, unprofessional, discriminatory, offensive or intimidating or has broken important rules or policies and would like to make an official complaint, please speak to a Committee member. They may be able to help to resolve your problem.

You can also make a written complaint by emailing support@globetennisclub.com. We accept anonymous complaints, but it is often very difficult to investigate these properly. It is easier for us to handle your complaint if you provide as much detail as possible.

We will provide an initial response to your complaint within five working days. We will investigate your complaint fairly. This means that we will discuss the complaint with all of the relevant people. We will try to gather any information that may be relevant to handling your complaint. Sometimes we will ask to show copies of information from the investigation to other people to allow them to respond. This is because we believe in fairness and openness. We will not share information if we think that this will endanger someone’s safety or welfare.

In many cases, we are able to resolve problems informally. This might include:

• A change in arrangements for particular activities.
• An explanation or apology.
• An agreement to communicate or act differently in future

If an informal resolution is not suitable, then a sub-group of the club’s elected Committee will look at the information about the complaint. We will try to ensure that this group does not contain anyone directly involved with your complaint. They might decide to take the following action:

• Formal disciplinary action as per the Globe Lawn Tennis Club’s disciplinary procedure
• A decision to refer the case to another organisation such as the LTA, Police, or Social Services

IF YOUR COMPLAINT INVOLVES A CHILD OR VULNERABLE ADULT, PLEASE CONTACT THE WELFARE OFFICER OR REFER TO THE SAFEGUARDING POLICY