Designing complaints and quality improvement procedures, it is important to realise that no “one-size fits all” system exists. The procedures put in place to deal with such complaints should be designed to fit the size of the organisation. Within sports the sizes of organisation vary immensely and a large organisation will have to put measures in place which would be totally unreasonable to expect from a small organisation.

What is important is that any organisation, of any size, would need to  have decided what procedures come on play if any complaints should come up and that the organisation have considered how to learn from such cases and improve the quality of service it provide to its members, volunteers, employee and others. It is important that an organisation can:

• Deal with difficult complains and by having procedures be resource effective.
• And show that the organisation operates in a transparent and open fashion and is accountable to its users, stakeholders and the general public.
   

Downloads:

Cause for Complaint.pdf

An example of how charities should deal with complains about the service.

Complaints flowchart.doc

Example of a complains flowchart from Rounders England.

Customer Charter.doc

Example of a customer charter from Rounders England.