Cranleigh Rugby Football Club Complaints Procedure: Mini & Youth

Introduction

Cranleigh Rugby Football Club (CRFC) Mini and Juniors Section aims to offer a safe and secure environment where Players, Parents, Coaches and other Club Representatives cooperate in the shared goal of promoting the ethos, attitude and skills of the game of rugby football.

CRFC is proud of both its playing record and also its safety and complaints record. As a Club that promotes openness and honesty, and that has a desire to develop and improve, there must be an avenue for opinions and complaints to be heard (however serious). Therefore, the Club operates a procedure that allows Members (including Players, Parents and Coaches), Spectators or visitors to raise complaints about any perceived issue (example shown under Types of Complaints).

Regular Communication

In many cases though, through regular communication, and all parties being encouraged to voice their opinion, then the need to complain officially may never arise.

Coaches, Coordinators and other Club Representatives can often be found in the bar after training sessions or matches as this is the usual venue to discuss matters involving their age group. They are all open and approachable. Head Coaches and / or Club Representatives are happy to arrange one-to-one sessions to discuss issues outside of the training session times or in an environment outside of the Club premises. Your comments are always welcome, especially when made in a constructive manner away for the high emotions of the touchline.

Types of Complaint

To help the complaints process, a number of potential complaints / issues have been listed below. This list is by no means exhaustive, nor in order of seriousness, and does not mean to undermine or belittle a complaint if categorised in the “minor issue” section. It is meant to serve as a reference and to assist with how to raise an issue or to make a complaint. All types of complaint will be taken seriously, however some may be more serious than others.

Minor Issues

• Differences of opinion
• Complaints over coaching style
• Poor communication from Coaches to other Coaches / Players / Parents
• Coaches failing to advise colleagues that he / she is unable to attend that week
• Parents failing to return to collect a player / child at a particular time (or in the younger age groups leaving a child at a session unattended)

Major Issues

• Repeated Minor Issues
• The Safety of Club activities
• Discrimination, harassment or bullying
• Child abuse and child welfare
• Poor standards of instructions or leadership (Coaching)
• Poor standard of equipment used for Club activities
• Poor Club administration
• Lack of suitable activities for their level of participation
• Behaviour contrary to the Codes of Conduct

Note: The Committee recommends that all issues should be addressed at the earliest possible opportunity so that they may be resolved as amicably as possible. It is important that all parties communicate regularly and honestly.

Who Can Make a Complaint?

Anyone associated with the Club (whether a member or visitor) can make a complaint.

In the event that a Member (including Players, Parents, Coaches or other Club Representative), spectator or visitor feels that he or she has suffered abuse or discrimination in any way, or that the Club Policies, Rules or Codes of Conduct have been broken, or are not happy with coaching methods etc. should follow the procedure below.

How to Make a Complaint

The complaint can be either a verbal complaint or a written complaint. Although a verbal complaint may be suitable for one-off minor issues, a written complaint or written report will be required for all serious issues or for repetition of minor issues after a Verbal Complaint has not rectified the matter. A serious complaint can still be made verbally to the relevant Club Representative, which in turn would trigger a written report.

Verbal Complaint

The complaint should be reported to the Head Coach of that group. If the complaint is about the Head Coach and you feel that you cannot approach the Head Coach, then the complaint should be made to the M&Y Chairman or Club Safeguarding Officer, with details of what, when and where the occurrence took place. Please include names and contact details of any witnesses.

Written Complaint

Although the written complaint can be given to the Head Coach of that age group (especially if it involves one of the Assistant Coaches of that age group), a written complaint can be given directly to the Club Safeguarding Officer or M&Y Chairman with details of what, when and where the occurrence took place. Please include names and contact details of any witnesses.

Note: Any issues or complaints regarding Child Protection, Bullying or Neglect etc. should be immediately reported to the Club Safeguarding Officer, if the allegations are about the Club Safeguarding Officer then report the matter immediately to the Club Chairman and RFU.

Club Reaction to a Complaint

Post receiving the complaint the subject(s) of the complaint will be contacted via relevant club officials to gain further clarity to support in their decision making. This can be either formal or informal depending on the level of complaint. 

Verbal Complaint to Head Coach, Safeguarding Officer or M&Y Chairman

Depending on the nature of the complaint (e.g. a difference of opinion on coaching or team selection) it may be possible to resolve these issues without needing to escalate matters. An informal conversation or correspondence.

Should the matter be deemed more serious, then these can be raised with the Head Coach or Club Safeguarding Officer or M&Y Chairman and maybe the RFU Child Protection Officer and the Police.

Written Complaint to Head Coach or Safeguarding Officer or M&Y Chairman

Depending on the nature of the complaint (e.g. repeated minor issues) then a report will raised to the Committee.

Should the matter be more serious, then a brief report (by the Head Coach or Club Safeguarding Officer) should be sent to the Committee and maybe the RFU Child Protection Officer and the Police.

Taking Action

If the Committee considers the complaint to be unjustified then no further action will be taken. In such circumstances the Committee will consider how similar situations or misunderstandings might be avoided in the future.

The aim is that all parties to be informed of the outcome in writing within 30 days.

If the Committee considers the complaint to be justified then it will decide on the appropriate action to be taken. In doing so they will take account of past records, relevant disciplinary policies of the Club and if necessary, the RFU.

In such circumstances the Committee will consider how similar situations or misunderstandings might be avoided in the future.

All parties are to be informed of the outcome in writing, however the time taken to respond will depend on the nature of the complaint and the investigations processes followed.

Note: The person to whom the complaint refers (until the complaint is proved or remedied) may, at the discretion of the Committee, be suspended (pending further investigations). This is not an admission of guilt or a fait accompli; it would just be served to protect all parties during the investigations.

Written Response to a Complaint

Should the Committee decide that a written response is necessary and appropriate, a written response will be made after the Committee has heard from all parties. The written response will include the Committee’s decision and any action to be taken.

Appeals

In the event of either party not being satisfied with the Committee’s response, an appeal may be made in writing to CRFC Directors or the RFU.

Code of Conduct

Rugby is a game of long traditions which have developed over time into a number of values that guide the way the game is played and how players, coaches, officials and supporters conduct themselves.

At its core, rugby is a physical game, and a fundamental value is one of respect – for opponents, teammates, and officials. Rugby for the vast majority remains a sport played for enjoyment. As such, other core values we aspire to are firm and inclusive. You will find that values embedded in the codes of conduct and the terms and conditions below.

Parents’ Code

• Always be aware of the Club and RFU’s policy on child protection.
• Always employ best practice.
• Do not force an unwilling child to participate – it’s supposed to be for them, and you may put them off rugby forever.
• Encourage your child to understand and play within the rules.
• Teach your child that taking part and trying your best are more important than winning.
• Focus your child on practising their skills, sportsmanship and being part of a team. Winning isn’t everything and not everyone can score the winning try.
• Support and encourage your child – never criticise them for making mistakes. Console them for losing but encourage them to try harder next time.
• Set an example for sportsmanship – applaud good play by all.
• Never publicly criticise a referee or linesman – there is no place for ‘touchline rage’ in rugby.
• Support all efforts to remove verbal and physical abuse from children’s sport.
• Report anything to the Child Protection Officer or Chairman.
• Help the club function properly by turning up on time with the appropriate kit. Be prepared to help if asked
• Support your coaches – they are giving up their time to train your child. If you have any issues with the way a coach is performing, talk to them first. Refer any issues to an Officer of the Club.

Coaches’ Code

• Don’t overload young players with demands, technical information, and tactics – remember they are children, and they are playing rugby for fun.
• Don’t over play the better players – include everyone.
• Players develop at different times and in different ways – make allowances for their physical, emotional, and mental maturity and development.
• Winning isn’t everything – teach your players to enjoy taking part and performing to the best of their ability. Encourage each player to reach his or her potential.
• Never abuse, yell, criticise or ridicule children for making mistakes or losing a game.
• Be organised – establish a structure for the season, prepare a coaching plan for each session, have the appropriate kit. Above all, communicate to players, parents, and fellow coaches to set expectations.
• Make sure players develop an understanding of the rules and laws of the game, that they respect opponents, teammates, coaches, and officials.
• Never question an official’s judgement or honesty.
• Ensure players and parents behaviour is appropriate and in keeping with the spirit of the game and the expectations of the Club.

Players’ Code

• Play to enjoy rugby – always try your best to improve your skills and play well.
• Play within the rules and laws of the game.
• Never argue with referees or coaches – their decision is final, (even if you think that they are wrong). You never see a referee change their mind, do you?
• Rugby is a team game – do your best for your teammates and don’t try to grab all that glory for yourself.
• Don’t show off, lose your cool, pick on other players or generally misbehave – it’s not part of rugby
• If you lose, accept it with good grace and try harder next time.
• Respect good play – from opponents or your team.
• Help teammates, opponents, coaches, and officials – you can’t play rugby on your own.

If you have any concerns or queries relating to Cranleigh Rugby Club (CRFC)  please write all official complaints to:

Chairman@cranleighrugbyclub.co.uk – Club Chairman

Cranleighrfcsafeguarding@gmail.com – Safeguarding Officer

Cranleighrfcyouth@gmail.com – Mini and Youth Chairman

If you have any concerns or queries relating to safeguarding at Cranleigh Rugby Club (CRFC), please contact the RFU if the concern or queries is related to a Club official or Safeguarding Officer should go to safeguarding@rfu.com.

Updated: January 2025

Cranleigh Rugby Football Club Complaints Procedure: Senior Club 

Introduction

Cranleigh Rugby Football Club (CRFC) Senior Section aims to offer a safe and secure environment where Players,  Coaches and other Club Representatives cooperate in the shared goal of promoting the ethos, attitude and skills of the game of rugby football.

CRFC is proud of both its playing record and also its safety and complaints record. As a Club that promotes openness and honesty, and that has a desire to develop and improve, there must be an avenue for opinions and complaints to be heard (however serious). Therefore, the Club operates a procedure that allows Members (including Players and Coaches), Spectators or visitors to raise complaints about any perceived issue (example shown under Types of Complaints).

Regular Communication

In many cases though, through regular communication, and all parties being encouraged to voice their opinion, then the need to complain officially may never arise.

Coaches, Coordinators and other Club Representatives can often be found in the bar after training sessions or matches as this is the usual venue to discuss matters involving the session or match. They are all open and approachable. Head Coaches and / or Club Representatives are happy to arrange one-to-one sessions to discuss issues outside of the training session times or in an environment outside of the Club premises. Your comments are always welcome, especially when made in a constructive manner away for the high emotions of the touchline.

Types of Complaint

To help the complaints process, a number of potential complaints / issues have been listed below. This list is by no means exhaustive, nor in order of seriousness, and does not mean to undermine or belittle a complaint if categorised in the “minor issue” section. It is meant to serve as a reference and to assist with how to raise an issue or to make a complaint. All types of complaint will be taken seriously, however some may be more serious than others.

Minor Issues

• Differences of opinion
• Complaints over coaching style
• Poor communication from Coaches to other Coaches / Players / Parents
• Coaches failing to advise colleagues that he/she is unable to attend that week

Major Issues

• Repeated Minor Issues
• The Safety of Club activities
• Discrimination, harassment or bullying
• Child abuse and child welfare
• Poor standards of instructions or leadership (Coaching)
• Poor standard of equipment used for Club activities
• Poor Club administration
• Lack of suitable activities for their level of participation
• Behaviour contrary to the Codes of Conduct

Note: The Committee recommends that all issues should be addressed at the earliest possible opportunity so that they may be resolved as amicably as possible. It is important that all parties communicate regularly and honestly.

Who Can Make a Complaint?

Anyone associated with the Club (whether a member or visitor) can make a complaint.

In the event that a Member (including Players, Parents, Coaches or other Club Representative), spectator or visitor feels that he or she has suffered abuse or discrimination in any way, or that the Club Policies, Rules or Codes of Conduct have been broken, or are not happy with coaching methods etc. should follow the procedure below.

How to Make a Complaint

The complaint can be either a verbal complaint or a written complaint. Although a verbal complaint may be suitable for one-off minor issues, a written complaint or written report will be required for all serious issues or for repetition of minor issues after a Verbal Complaint has not rectified the matter. A serious complaint can still be made verbally to the relevant Club Representative, which in turn would trigger a written report.

Verbal Complaint

The complaint should be reported to the Head Coach of that group. If the complaint is about the Head Coach and you feel that you cannot approach the Head Coach, then the complaint should be made to the Club Chairman or Club Vice chairman in the absence of the Chairman, with details of what, when and where the occurrence took place. Please include names and contact details of any witnesses.

Written Complaint

Although the written complaint can be given to the Head Coach of that team  (especially if it involves one of the Assistant Coaches of that age group), a written complaint can be given directly to the Club Chairman or Club Vice-Chairman with details of what, when and where the occurrence took place. Please include names and contact details of any witnesses.

Note: Any issues or complaints regarding Child Protection, Bullying or Neglect etc. should be immediately reported to the Club Safeguarding Officer, if the allegations are about the Club Safeguarding Officer then report the matter immediately to the Club Chairman and RFU.

Club Reaction to a Complaint

Post receiving the complaint the subject(s) of the complaint will be contacted via relevant club officials to gain further clarity to support in their decision making. This can be either formal or informal depending on the level of complaint. 

Verbal Complaint to Head Coach, Safeguarding Officer, Chairman or Vice Chairman

Depending on the nature of the complaint (e.g. a difference of opinion on coaching or team selection) it may be possible to resolve these issues without needing to escalate matters. An informal conversation or correspondence.

Should the matter be deemed more serious, then these can be raised with the Head Coach or Club Safeguarding Officer or Chairman and maybe the RFU Child Protection Officer and the Police.

Written Complaint to Head Coach or Safeguarding Officer or Club Chairman

Depending on the nature of the complaint (e.g. repeated minor issues) then a report will raised to the Committee.

Should the matter be more serious, then a brief report (by the Head Coach or Club Safeguarding Officer) should be sent to the Committee and maybe the RFU Child Protection Officer and the Police.

Taking Action

If the Committee considers the complaint to be unjustified then no further action will be taken. In such circumstances the Committee will consider how similar situations or misunderstandings might be avoided in the future.

The aim is that all parties to be informed of the outcome in writing within 30 days.

If the Committee considers the complaint to be justified then it will decide on the appropriate action to be taken. In doing so they will take account of past records, relevant disciplinary policies of the Club and if necessary, the RFU.

In such circumstances the Committee will consider how similar situations or misunderstandings might be avoided in the future.

All parties are to be informed of the outcome in writing, however the time taken to respond will depend on the nature of the complaint and the investigations processes followed.

Note: The person to whom the complaint refers (until the complaint is proved or remedied) may, at the discretion of the Committee, be suspended (pending further investigations). This is not an admission of guilt or a fait accompli; it would just be served to protect all parties during the investigations.

Written Response to a Complaint

Should the Committee decide that a written response is necessary and appropriate, a written response will be made after the Committee has heard from all parties. The written response will include the Committee’s decision and any action to be taken.

Appeals

In the event of either party not being satisfied with the Committee’s response, an appeal may be made in writing to CRFC Directors or the RFU.

Code of Conduct

Rugby is a game of long traditions which have developed over time into a number of values that guide the way the game is played and how players, coaches, officials and supporters conduct themselves.

At its core, rugby is a physical game, and a fundamental value is one of respect – for opponents, teammates, and officials. Rugby for the vast majority remains a sport played for enjoyment. As such, other core values we aspire to are firm and inclusive. You will find that values embedded in the codes of conduct and the terms and conditions below.

Parents’ Code

• Always be aware of the Club and RFU’s policy on child protection.
• Always employ best practice.
• Do not force an unwilling child to participate – it’s supposed to be for them, and you may put them off rugby forever.
• Encourage your child to understand and play within the rules.
• Teach your child that taking part and trying your best are more important than winning.
• Focus your child on practising their skills, sportsmanship and being part of a team. Winning isn’t everything and not everyone can score the winning try.
• Support and encourage your child – never criticise them for making mistakes. Console them for losing but encourage them to try harder next time.
• Set an example for sportsmanship – applaud good play by all.
• Never publicly criticise a referee or linesman – there is no place for ‘touchline rage’ in rugby.
• Support all efforts to remove verbal and physical abuse from children’s sport.
• Report anything to the Child Protection Officer or Chairman.
• Help the club function properly by turning up on time with the appropriate kit. Be prepared to help if asked
• Support your coaches – they are giving up their time to train your child. If you have any issues with the way a coach is performing, talk to them first. Refer any issues to an Officer of the Club.

Coaches’ Code

• Don’t overload young players with demands, technical information, and tactics – remember they are children, and they are playing rugby for fun.
• Don’t over play the better players – include everyone.
• Players develop at different times and in different ways – make allowances for their physical, emotional, and mental maturity and development.
• Winning isn’t everything – teach your players to enjoy taking part and performing to the best of their ability. Encourage each player to reach his or her potential.
• Never abuse, yell, criticise or ridicule children for making mistakes or losing a game.
• Be organised – establish a structure for the season, prepare a coaching plan for each session, have the appropriate kit. Above all, communicate to players, parents, and fellow coaches to set expectations.
• Make sure players develop an understanding of the rules and laws of the game, that they respect opponents, teammates, coaches, and officials.
• Never question an official’s judgement or honesty.
• Ensure players and parents behaviour is appropriate and in keeping with the spirit of the game and the expectations of the Club.

Players’ Code

• Play to enjoy rugby – always try your best to improve your skills and play well.
• Play within the rules and laws of the game.
• Never argue with referees or coaches – their decision is final, (even if you think that they are wrong). You never see a referee change their mind, do you?
• Rugby is a team game – do your best for your teammates and don’t try to grab all that glory for yourself.
• Don’t show off, lose your cool, pick on other players or generally misbehave – it’s not part of rugby
• If you lose, accept it with good grace and try harder next time.
• Respect good play – from opponents or your team.
• Help teammates, opponents, coaches, and officials – you can’t play rugby on your own.

If you have any concerns or queries relating to Cranleigh Rugby Club (CRFC)  please write all official complaints to:

Clubhouse@cranleighrugbyclub.co.uk – Honorary Secretary

Chairman@cranleighrugbyclub.co.uk – Club Chairman

Cranleighrfcsafeguarding@gmail.com – Club Safeguarding Officer

If you have any concerns or queries relating to safeguarding at Cranleigh Rugby Club (CRFC), please contact the RFU if the concern or queries is related to a Club official or Safeguarding Officer should go to safeguarding@rfu.com.

Updated: January 2025