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‘Our aim is to build a community club, whilst improving the health and wellbeing of our children’

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Prestbury Phantoms Complaints Policy

Prestbury Phantoms Football Club recognises that differences and misunderstandings may arise. When this happens it is very likely that these differences can often be resolved informally for example by team managers discussing matters with parents and children.


However, there may be occasions when these matters cannot be resolved informally and a formal process needs to follow.


Informal procedure-


Discuss the complaint in the first instance with the team manager


Try to discuss the matter face to face and agree a resolution (rather by email if at all possible)


Team manager to monitor any resolutions


Formal Procedure-


Report the matter to the Club Secretary or another Committee member. In the case of any safeguarding children issues these matters should be reported to the Club Welfare officer.


The report should include detail of what took place, when and where and whether there were any witnesses.


The report should also detail whether any other club members have been affected and whether any informal action was or wasn't taken if the matter was reported previously.


The report can also include suggestions of any solutions.


The matter will be then be discussed by the Club's Management Committee (Secretary, Chairman, Vice Chairman, and Child Welfare officer)


The committee will make a decision on how best to deal with this matter and will inform all parties involved. This may include suspending players and coaches and in more serious matters removing membership from those who have been implicated in breaking the Clubs code of conduct.