Responsibility for Policy: Committee  

Policy approved: December 2025

Review due: December 2026

Policy Statement

Woking Squash Club is committed to dealing with complaints and disciplinary matters in a fair, consistent, and timely manner. This policy aims to ensure that concerns are handled transparently, with respect for all parties involved, and in line with the Club’s values and England Squash standards.

This policy should be read in conjunction with the Club’s Safeguarding Policy, Code of Conduct, and Equality, Diversity & Inclusion Policy.

Scope

This policy applies to:

• All members (adult and junior)

• Coaches, officials, and volunteers

• Committee members

• Parents, carers, visitors, and guests

It covers complaints about behaviour, conduct, or actions that fall below the standards expected by the Club.

General Principles

• Complaints will be handled fairly, impartially, and confidentially

• All parties will be given the opportunity to be heard

• Decisions will be based on the balance of probabilities

• Safeguarding concerns will always be prioritised and managed in line with safeguarding procedures

Complaints Procedure

• Stage 1: Informal Resolution

  • Where appropriate, concerns should be raised informally and respectfully with the individual concerned, or with a member of the Club Committee, with the aim of resolving the matter quickly.

• Stage 2: Formal Complaint

  • If the matter cannot be resolved informally, a formal complaint should be submitted in writing to the Club Committee. The complaint should include:

  • The nature of the complaint

  • Relevant dates, times, and individuals involved

  • Any supporting information

The Committee will acknowledge receipt and consider the complaint within a reasonable timeframe.

Disciplinary Process

Where a potential breach of Club policies or the Code of Conduct is identified, the Club Committee may initiate a disciplinary process.

The Committee may:

• Appoint a small disciplinary panel

• Gather relevant information or statements

• Meet with the individual(s) involved

The individual concerned will be informed of the outcome in writing. The Club reserves the right to impose a temporary suspension while a matter is being considered, where necessary to protect individuals, the Club, or its reputation.

Possible Sanctions

Depending on the seriousness of the matter, sanctions may include:

• Informal verbal warning

• Formal written warning

• Temporary suspension from club activities or membership

• Termination of membership

In cases involving serious misconduct or safeguarding concerns, the matter may be referred to England Squash and/or statutory agencies.

Appeals

An individual subject to disciplinary action has the right to appeal. Appeals must be submitted in writing to the Club Committee within a reasonable timeframe, stating the grounds for appeal.

The appeal will be considered by individuals not previously involved in the decision where possible.

Confidentiality

All complaints and disciplinary matters will be handled sensitively. Information will be shared only on a need-to-know basis and in accordance with data protection requirements.

Review

This policy will be reviewed annually or sooner if required by changes to legislation or England Squash guidance.