Complaints and Whistleblowing
England Netball is committed to providing a First Class Participant Experience. We hope that most problems, concerns or areas of dissatisfaction can be resolved informally at the time they occur.
However, should that not be possible or appropriate, we take complaints about our policies, decisions and service provision seriously, and are committed to investigating all valid complaints, with a view to establishing what went wrong and whether there are service improvements or lessons to be learnt to ensure we are ‘the best we can be’.
The questions and answers below should assists you in making a complaint and ensure the process is understood.
Q. Can I talk through my grievance through with someone and resolve it informally instead of making a formal complaint?
A. Yes, grievances can often be sorted out on an informal basis, which is often quicker and less onerous. Don’t be afraid to speak to a relevant member of staff or volunteer to see if they might be able to resolve the misunderstanding. You can telephone your Regional Office and ask to talk to a member of staff who will be able to advise you, or put you in touch with someone who can help.
Alternatively, you can email firstname.lastname@example.org.
No investigation or Disciplinary Action will be taken as the result of an informal complaint.
Q. How do I make a complaint about the behaviour of a member of England Netball?
A. If your complaint is about the actions or behaviour of a person who is participating or volunteering in netball (including Non-Executive Directors of England Netball, Members of the Regional Management Board and County Associations and their technical/sub groups, or Competition Referee) then please refer to England Netball’s Code of Conduct and Disciplinary Regulations.
Q. How to I make a complaint about an element of practice or delivery, a policy, decision or service?
A. If you would like to submit a complaint to England Netball, you can put it in writing using the Complaint Form, and sent it to:
The Company Secretary
3 Oakwood Drive
Leicestershire LE11 3QF
Or email it to: email@example.com.
We will strive to acknowledge your complaint within 3 working days. If further investigation is required, we aim to send a comprehensive response within a maximum of 21 working days.
Q. Can I make my complaint anonymously?
A. We would encourage everyone to identify themselves when they put in their complaint but understand that sometimes there are valid reasons for not wanting to put your name to an issue. In order to ensure that serious issues of concern are raised and addressed, we have a Whistleblowing Policy which allows all participants to raise issues without fear of any victimisation or reprisal.
We would also encourage you to raise such issues internally, through a complaint to the Company Secretary: firstname.lastname@example.org., but recognise the importance of being able to take concerns to an outside body. We have identified the usual agencies which have a responsibility to consider allegations of serious misconduct, for example Health and Safety issues or financial mismanagement.
Q. What will happen to my complaint?
A. If your complaint is informal, you will receive an acknowledgement in writing within 3 working days, with a summary of what the complaint is understood to be. You will also be told how the matter will be progressed and who is responsible for investigating the matter. Wherever possible, complaints will be investigated and a proposed resolution made within a maximum of 21 working days.
Q. Who will deal with my complaint?
A. Working with partners means England Netball may not be the right people to look at your complaint. Local netball delivery is usually through County Netball Associations, Regional Management Boards, or local leagues and they are responsible for the services they deliver.
If your complaint is about a local netball issue, it will be forwarded to the appropriate Management Committee. You will be informed that this has been done and provided with the local contact details of the individuals dealing with your complaint.
If the investigation discloses potential breach of the Disciplinary Regulations this will be referred to the Appropriate Authority and you will be advised of this.
Within England Netball, your complaint will be dealt with by the person responsible for the area of operation to which the complaint relates. If your complaint is related to the behaviours of a member of staff it may be forwarded to the Director of HR to ensure that appropriate disciplinary procedures are applied. The Company Secretary will oversee the handling of the complaint and ensure that the processes and timeframes are appropriate.
At the conclusion of the matter, the person handling your complaint will make a record of it, how it was dealt with and the resolution before sending it to the Compliance and Inclusion Manager for a record to be kept in accordance with our Data Protection Policy.
Q. What are the potential outcomes of my complaint?
A. If your complaint is upheld, you will be responded to with:
- An apology;
- A proposed remedy;
- An indication of what service improvement will be made, or
- Progression to a Disciplinary Charge if the investigation discloses a breach of England Netball’s Codes of Conduct or the Disciplinary Regulations.
Q. Do I have a right to Appeal if I am not happy with the result of my complaint?
A. Yes, you do have a right to appeal.
Appeals must be submitted in writing to the Company Secretary, detailing why you are unhappy with the outcome or conduct of the complaint, together with an administrative charge of £100. The Company Secretary will either deal with the Appeal or appoint another person if they have dealt with the complaint previously. The person conducting the Appeal will write to you with their Decision.
Your administration fee may be reimbursed at the discretion of the person conducting the Appeal. There is no further right of Appeal.
Q. Can I keep complaining?
A. You may not be happy with the outcome of your complaint or any Appeal you have made, but provided the proper process has been followed, we are unable to take any further action. Repeat complaints about the same issue will not alter this and at times complaints can become vexatious and/or persistent, causing undue stress for staff and volunteers and resulting in a disproportionate use of England Netball’s resources. In dealing with such situations the Company Secretary will ensure the Complaints Procedure has been correctly implemented and that no material element of the complaint has been overlooked or inadequately addressed.
Where a wider complaint is deemed to be vexatious, persistent, is considered to have no basis or genuine substance, England Netball reserves the right not to investigate.
In this situation, England Netball will notify the complainant within 21 working days. In extreme cases of vexatious and/or persistent complaints England Netball may take Disciplinary Action against members and connected participants.