HLTC – Complaints Policy
You have the right to complain about a members conduct or behaviour. This could be because your think someone has behaved in an unsafe, unprofessional, discriminatory, offensive or intimidating manner.
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.
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 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 advice on a range of issues or Cheshire County Lawn Tennis Association.
Please address written complaints to: Mr G Ellice-Clark (Chairman HLTC)
Address: Hoylake Lawn Tennis Club, Eddisbury Road, Hoylake CH485DR