Complaints Policy

This policy recognises three distinct categories of complainant: Staff, contractors and the wider public, which includes people using the services of StreetGames such as learners or young advisors.

Complaints from people using services or activities provided by StreetGames, or from the public at large, are the subject of this policy.

StreetGames, whilst treating all complaints seriously, expects complainants to provide specific details of their complaint in all cases and in writing where this is possible.

1. Exclusions

Complaints from staff, that is those who are employed full time, part time or as volunteers are not to be dealt with in this policy. They should be dealt with under the StreetGames Grievance Policy.

Complaints from contractors, that is, those contracted for consideration to provide services to StreetGames, should be dealt with under the terms of the specific contract between the parties, not under this policy.

2. Complaints about refusal of an investment application or failure to be awarded a contract for delivery

In these circumstances the organisation making the complaint will be entitled to an explanation of why they were not awarded investment/contract. This policy does not extend any rights beyond a courteous letter of explanation.

3. Complaints about the behaviour of StreetGames’ Staff, Contractors and Partners

These will be sent to the Chief Executive of StreetGames for investigation, who may conduct any enquiries or delegate them to an appropriate person or body. The purpose of an enquiry will be first to make a determination as to the seriousness of the complaint; secondly to determine the veracity of complaint; and thirdly to make recommendations with regard to the resolution of any issues that gave rise to the complaint and if necessary refer it to the Charity Commission or any other relevant body.

The aim of seeking resolution of the issue is to facilitate continued good working relationships. This process may, in exceptional cases, result in the commencement of disciplinary actions or actions to terminate a contract.

In the event that the complaint relates to the Chief Executive of StreetGames, the matter will be dealt with in the manner outlined above by a Vice Chair of StreetGames’ Board.

The complainant can expect a written response from StreetGames outlining the basic findings of the investigation and the actions to be taken.  We undertake to make a response within 10 working days.  Where it does not prove possible to do this within this time period, we will acknowledge receipt of the complaint and set out timescales for provision of a full and complete response.

4. Complaints about racist incidents and discrimination

As recommended by the MacPherson report, StreetGames considers a racist incident to be “any incident which is perceived to be racist by the victim or any other person”.The effect of racial attacks, harassment, abuse and discrimination can be particularly stressful and frightening and StreetGames takes complaints about these extremely seriously.  We will therefore make sure:

• That such complaints are resolved quickly and transparently. This will be at least within the timescales contained within this policy for other complaints and every effort will be made to deal with them more quickly, in recognition of their inherently distressing nature.
• The complainant experiences continuity of service as their complaint is dealt with.  The Chief Executive is the nominated officer responsible for coordinating and providing a response to all complaints about racist incidents.  They can be contacted by a complainant at any time during the investigation period to monitor the progress of their complaint.

5. Complaints about delivery of services by Locally Trusted Organisations (LTO)

StreetGames is a network and the national organisation does not seek to manage, nor to provide an additional tier of investigation nor appeal arising from disputes with an LTO about delivery of a StreetGames funded project. Complaints about delivery in local projects will be subject to the Complaints Policy and Procedures of that local organisation.

However, StreetGames may, at its discretion, make investigations should a complaint of sufficient gravity be made. In the event that allegations are of sufficient substance and that they are well founded, this may, at the discretion of StreetGames, result in a response from StreetGames ranging from attempts at informal conflict resolution to removal of a Locally Trusted Organisation from our network. The response to complaints of this nature will vary depending upon the circumstances.

In the case of a complaint about the safety and welfare of a young person, we would normally expect these to be dealt with in line with the reporting procedure of the relevant Locally Trusted Organisation.  However, where we become aware of an issue we may choose to refer the matter to the relevant local Children’s Safeguarding Partnership if deemed appropriate.

6. Complaints about the behaviour of Trustees

These will be sent to the Chair of the StreetGames Board for investigation, who may conduct any enquiries or delegate them to an appropriate person or body. The purpose of an enquiry will be first to make a determination as to the seriousness of the complaint; secondly to determine the veracity of complaint; and thirdly to make recommendations with regard to the resolution of any issues that gave rise to the complaint and if necessary refer it to the Charity Commission or any other appropriate body.

The aim of seeking resolution of the issue is to facilitate continued good working relationships. This process may, in exceptional cases, result in the commencement of disciplinary actions or actions to terminate a trusteeship.

In the event that the complaint relates to the Chair the matter will be dealt with in the manner outlined above by a Vice-Chair

The complainant can expect a written response from StreetGames outlining the basic findings of the investigation and the actions to be taken.

7. Right to appeal if a complainant does not feel that their complaint has been dealt with in a satisfactory manner

For all appeals in relation to sections 3 and 4 above the complainant should address their appeal to the Chief Executive in the first instance.

For all appeals in relation to section 6 above, or where the appeal relates to a complaint about the Chief Executive, the complainant should address their appeal to the Chair in the first instance.

The decision of the Chair/Vice Chair of the StreetGames Board will be deemed to be final in the case of any appeal. Where the complaint does not relate to the Chief Executive or a trustee, or where the Chief Executive has previously delegated investigation of the original complaint, then the Chair of the Board may delegate this power of final decision to the Chief Executive.

8. Complaints about fundraising

These will be sent to the Chief Executive who is our ‘complaints coordinator’ for the purposes of dealing with fundraising complaints.Where the complainant feels that his or her complaint has not been satisfactorily dealt with, he or she has additional recourse to the Fundraising Regulator who can be contacted using their online complaints form or in writing as follows:

2^nd Floor

CAN Mezzanine Building

49-51 East Road

London

N1 6AH

9. Complaints about Training delivery

These will be sent to the Chief Executive who is our ‘complaints coordinator’ for the purposes of dealing with training complaints.

If you are unhappy with the response from StreetGames and the training is part of our work with a training partner you may be able to pursue a complaint further through the relevant body:

Chartered Institute of Management of Sport and Physical Activity (CIMSPA)

StreetGames is a recognised training provider partner of CIMSPA. If you are unhappy with the outcome of a complaint investigated internally through StreetGames then you can contact CIMSPA through the form available here: CIMSPA Complaints Policy – CIMSPA

They will ask for information about the complaint, evidence of the complaint and copies of relevant policies and procedures.

If the complaint relates to an accredited qualification being delivered by StreetGames UK then learners who exhaust the StreetGames UK complaints procedure are eligible to bring the matter to the awarding body.

1^st4Sport

If the complaint relates to an accredited 1^st4Sport qualification being delivered by StreetGames UK then learners who exhaust the StreetGames UK complaints procedure are eligible to bring the matter to 1st4sport.

The 1st4sport complaints procedure can be accessed online via your moodle account, https://moodle.streetgames.org/ or found in your confirmation email attachment.

www.1st4sportqualifications.com

Learners can contact via this link https://www.1st4sport.com/help-and-advice

Complaints should be sent to:

Email: centreservices@1st4sportqualifications.com

The email should contain, Full name, contact details, a detailed description of the complaint, names of the people you have dealt with, and copies of any relevant documents.

Mental Health First Aid England

If you are a learner from an MHFA England course and StreetGames’ internal complaints process has been exhausted and you are not satisfied with the outcome, you can then contact MHFA England directly.

• Email: Send details to the MHFA England team at feedback@mhfaengland.org.
• Phone: You can also call them on 0203 928 0760 (option 1).

Leaderships Skills Foundation

If you have a complaint about a course related to Leaderships Skills Foundation, learners or their representative must complete this online form.

How to complain to StreetGames

Please visit our Contact Us page to find our contact details. You can submit your complaint via email, telephone, post or the contact form.