Complaints Policy

We hope that most complaints can be addressed informally at the time they occur, remembering

this is a social club that caters for recreational sport.

However, if you make a formal complaint we will aim to:

• acknowledge your complaint within one week.

• address your complaint.

• provide a full written response within 3 weeks.

The matter should be referred in writing to the Chairman of the Fleet Aces Pickleball Club via the Club’s email address.

• You should set out the reasons for your complaint, providing copies of any background information and outline any expectations you might have on how the matter might be resolved.

• Complaints should be made within 90 days of the incident giving rise to your concern. We

may at our discretion consider complaints raised after 90 days if there has been an understandable reason for the delay.

The Chairman will refer the information to a Complaints Panel which will comprise three members of the committee. The Complaints Panel will:

• treat every report as confidential.

• not discuss any matters with anyone outside of the Committee other than to request expert advice.

• declare if they have a conflict of interest.

• treat each incident fairly and equitably.

The Complaints Panel will assess the issue, consider how it best may be resolved and ultimately

have the power to:

• issue a verbal or written warning as to future conduct.

• suspend from membership of Fleet Aces Pickleball Club for a period of time.

• expel from Fleet Aces Pickleball Club

Escalating your Complaint

If you are not satisfied with the Complaints Panel’s response, you can request that your complaint

is escalated to a review by the full committee of Fleet Aces Pickleball Club.