Complaints

You have the right to complain about a member’s conduct or behaviour.  This could be because you think someone has behaved in an unsafe, unprofessional, discriminatory, offensive or intimidating manner.

Hoylake Lawn Tennis Club is committed to safeguarding and promoting the well-being of all its members. On admission to the Club, members are expected to familiarise themselves with, and adhere to, the Rules, Policies and Codes of Conduct endorsed by the Club. All members are expected to treat all other members and all other players respectfully, both on and off the courts. The Club will not accept any behaviour which may cause any physical or mental harm to any other member or player. The Committee may terminate the membership of any person, or impose any other sanction they determine to be appropriate, in connection with the breach of any condition of membership set out in the Club Rules.

We take complaints seriously and you should not be put at a disadvantage because you are making a complaint. We will treat complaints as confidentially as possible but unless it would put other people at risk, those affected by a complaint should have a chance to contribute and respond to any investigation.

How to make a Complaint

If you have a complaint it’s often best to start by speaking with someone from the committee as they may be able to resolve your issue. We hope that we are able to resolve problems informally.

If a complaint needs to be looked into further you will normally be asked to put your complaint in writing. An address for complaints is at the end of this policy. The committee may take advice from LTA on the issue if it is felt to be necessary.

We will give an initial response informing you we have received your complaint within 7 days. If the matter is urgent, we will respond more quickly. If your complaint leads to disciplinary action against someone, we will usually inform you about the outcome.  We will not tell you the outcome if that person is a child.

You should receive a written response to your complaint within one month of a decision being made.

Is there anyone else I can talk to?

If you feel the nature of the complaint is with regard to the committee it might be useful to speak to someone outside the club. The LTA is able to advise on a range of issues or contact Cheshire County Lawn Tennis Association.

Please address written complaints to: The Chairperson HLTC

Address: Hoylake Lawn Tennis Club, Eddisbury Road, Hoylake CH48 5DR