Complaints Policy

Policy Statement

The Cornwall Cricket Board views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

The objectives of this policy are to:

  • Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

  • Publicise the existence of our Complaints Procedure so that people know how to contact us to make a complaint.

  • Make sure everyone at the Cornwall Cricket Board knows what to do if a complaint is received.

  • Make sure all complaints are investigated fairly and in a timely way.

  • Make sure that complaints are, wherever possible, resolved and that relationships are repaired.

  • Gather information which helps us to improve what we do.

2. Definition of a complaint

A complaint is an expression of dissatisfaction about the standards of service, actions, or lack of action by the Cornwall Cricket Board or its staff, volunteers or anybody directly involved in the delivery of our work. It is a criticism that expects a reply and would like things to be changed.

Complaints could include the following (which is not an exhaustive list):

  • Concern from someone we work with about the quality of programme delivery.

  • Concern from a member of the public or supporter about a particular fundraising approach or campaign.

  • Concern about the behaviour of staff, volunteers, or contractors.  A complaint has to be about an action for which the Cornwall Cricket Board is responsible or is within our sphere of influence.

A complaint is not:

  • A general query about the Cornwall Cricket Board’s work.

  • A request for information.

  • A contractual dispute.

  • A request to amend records, e.g., to correct an address, or to cancel a donation.

  • A request to unsubscribe from a Cornwall Cricket Board ‘service’ e.g. a campaign newsletter or email.

3. Who can make a complaint?

Complaints may come from any individual, volunteer or organisation who has a legitimate interest in the Cornwall Cricket Board, including the general public if something is perceived to be improper.  A complaint can be received by email or in writing.  This policy does not cover complaints from staff, who should refer to the Cornwall Cricket Board Grievance internal policy on such matters.

Confidentiality. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility. Overall responsibility for this policy and its implementation lies with the Directors of the Cornwall Cricket Board. 

4. Complaints procedure

Written complaints may be sent to the Managing Director by e-mail to [email protected] or if the complaint is regarding the Managing Director, complaints are to be sent to the company secretary, David Price, [email protected]

a. Receiving complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.  Complainants making their complaint by telephone or in person will be advised that there is a formal complaints procedure and will be asked to formalise their complaint and send it to the Cornwall Cricket Board by email or post so that the account can be recorded in their own words. The complainant should:

  • Write down the facts of the complaint.

  • Include their name, address, and telephone number.

  • Note down their relationship to the Cornwall Cricket Board (e.g. donor, mailing list member).

The complainant will be advised that there is a formal complaints procedure, what will happen next and how long it will take.

b. Process

Once a complaint is received, the Cornwall Cricket Board will acknowledge receipt of the complaint.

  • Within 10 working days, we will inform all Board Directors with any relevant background information.

  • Within 15 working days, we will provide a formal written response providing the details and contact information of the person or department who is going to be handling the complaint.

  • Further evidence may be requested from the complainant.  If no response is received within one month of the request, the complaint will be closed.

  • We will aim to provide complainants with a final response within 30 working days or explain why we are unable to provide the complainant with a final response, giving reasons for the delay and an indication of when we expect to be able to provide the complainant with a final response.

c. Appeals

If the complainant is not satisfied with the outcome of the process, the complainant has a 30-day right to appeal to the appropriate accountable executive.  The appropriate accountable executive or a member of his/her office will acknowledge receipt of the appeal within 14 days.

The decision will be reviewed, and a written response will be sent to the complainant within 30 days. The decision of the appropriate accountable executive is final.

If the complaint is against the appropriate accountable executive:

  • The complaint will be submitted to the Chair of the Board.

  • The Chair will acknowledge receipt of the appeal within 14 days.

  • The decision will be reviewed, and a written response sent to the complainant within 30 days. 

The Chair’s decision is final.

Version Control

Version: 1

Updated: 11/09/2024

Review Date: 11/09/2025