At Old Caterhamians RFC (OCRFC), we are committed to ensuring that all members, players, parents, volunteers, and staff are treated fairly, safely, and respectfully.
There may be occasions when things go wrong. If so, we ask that complaints are handled in accordance with this procedure.

Important:
• Safeguarding concerns (e.g., risks to a child’s safety or welfare) must always be reported immediately via our Safeguarding Procedures, not this complaints process. See the Club Safeguarding Policy for guidance.
• This Complaints Procedure is intended for non-safeguarding matters, such as disputes over club operations, facilities, code of conduct violations, or interpersonal issues.
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Stage 1 – Informal Resolution / Initial Complaint
1. Most grievances can be resolved informally by the individuals involved.
2. If this fails, or the issue is serious, submit a formal complaint using the OCRFC Complaint Form to the OCRFC Disciplinary Officer.
3. Complaints should ideally be submitted within one month of the incident. Complaints outside this timeframe will only be considered in exceptional circumstances.
4. Within 14 days of receiving your complaint, the Disciplinary Officer will:
o Acknowledge receipt
o Outline the investigation plan and expected timeline
o Confirm a commitment to provide a written response once the investigation is complete
5. After the investigation and written response, if no further communication is received within 14 days, the complaint will be deemed resolved and closed.

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Stage 2 – Appeal to the Club Chair
1. If you are not satisfied with the Stage 1 outcome, you may escalate to Stage 2 within 14 days of the Stage 1 written response.
2. To initiate Stage 2, submit in writing to the Chair of the Club, using the OCRFC Complaint Form:
o Reasons why you feel the Stage 1 investigation was incomplete or incorrect
o Any further investigations or actions you believe are required
3. The Chair will respond within 14 days to either:
o Confirm that the original complaint was fully investigated and no further investigation is necessary, or
o Outline further investigation plans, expected timelines, and a commitment to provide a written outcome
4. After the Chair’s written response, if no further communication is received within 14 days, the complaint will be deemed resolved and closed.
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Stage 3 – RFU Escalation
1. If you remain dissatisfied with the Stage 2 outcome, or feel the complaint has not been fully investigated, you may escalate the issue to the RFU.
2. This should be done in accordance with the RFU Speak Up Policy:
o Website: https://www.englandrugby.com/safeguarding/speak-up
o The RFU will review the case independently and advise on further action.
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Key Principles
• Timeliness: Complaints should be submitted promptly and responded to within the stated timeframes.
• Fairness: All complaints are taken seriously and investigated impartially.
• Confidentiality: Details of complaints are kept confidential, shared only with those directly involved in handling the matter.
• Documentation: All complaints, investigations, and outcomes are recorded in writing.
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Notes
• Safeguarding Exception: Any complaint involving child protection, abuse, or safety concerns must bypass this procedure and be reported immediately to the Safeguarding Officer and/or RFU Safeguarding Team.
• This procedure applies to all OCRFC members, volunteers, parents, and staff.
• This Complaints Procedure is reviewed regularly to ensure compliance with RFU guidance, UK safeguarding law, and best practice.