Policy Statement
The Kiko Group is committed to providing a high-quality, safe and enjoyable experience for every player and family. We recognise that, occasionally, things may not go as expected, and we want to make it easy for parents, carers, players and staff to raise a complaint and have it dealt with fairly, promptly and confidentially.
This policy covers complaints about coaching, communication, administration, fees, streaming decisions, and general club matters. It does not cover safeguarding concerns, which must always be reported immediately in line with our Safeguarding Policy and not held back for this process.
Scope
This policy applies to complaints made by:
Parents and carers.
Players (with support from a parent/carer where appropriate).
Staff, coaches and volunteers.
Any other member of the public in relation to our activities.
Before You Complain
Many concerns can be resolved quickly through an informal conversation. Where appropriate, we encourage you to speak directly with the coach or member of staff involved, or with the DSL/DDSL, before making a formal complaint.
Stage 1 — Informal Resolution
Raise the issue with member of the Kiko Group team as soon as possible — ideally within 5 working days of the incident or concern.
We aim to acknowledge informal concerns within 2 working days and resolve them within 10 working days.
Most issues are resolved at this stage through a conversation and, where needed, a simple change in approach.
Stage 2 — Formal Complaint
If the issue is not resolved informally, or is serious enough to require a formal response, please submit a formal complaint in writing to safeguarding@kikosports.com, including:
Your name and contact details.
The name of the child/team involved, if relevant.
A clear description of the issue, including dates and people involved.
What outcome you are hoping for.
We will:
Acknowledge your complaint within 3 working days.
Investigate the matter, which may include speaking with staff, coaches or witnesses.
Respond in writing within 15 working days with the outcome of the investigation and any action taken. If we need longer, we will tell you why and give a revised timescale.
Stage 3 — Appeal
If you are not satisfied with the outcome of a formal complaint, you may appeal in writing within 10 working days of receiving our response, setting out why you believe the outcome was wrong or the process was unfair.
Appeals will be reviewed by a senior member of management not previously involved in the complaint, and a final response will be given within 15 working days. This is the final stage of our internal process.
Complaints Involving the DSL or Senior Management
Where a complaint concerns the conduct of the DSL, DDSL, or a senior manager, it should be addressed to another member of senior management or, where appropriate, escalated directly to the relevant County FA or, for safeguarding matters, the LADO.
Confidentiality
Complaints will be handled discreetly and shared only with those who need to know in order to investigate and resolve the matter. Records of complaints will be retained in line with our Data Protection Policy.
Malicious or Vexatious Complaints
While we take all complaints seriously, complaints found to be deliberately false or malicious may be addressed under our Code of Conduct Policy.
Related Policies
Safeguarding Policy
Code of Conduct Policy
Data Protection Policy
Points of Contact
To raise a complaint, or for any questions about this policy, please contact our Safeguarding Team:
Contact details
Designated Safeguarding Lead (DSL)
Frank Gomez — safeguarding@kikosports.com
Deputy Designated Safeguarding Lead (DDSL)
Jack Rossi — safeguarding@kikosports.com
General enquiries