Complaints Procedure

Last updated: 13 May 2026

If something has gone wrong, or you're unhappy with anything to do with the club, we want to know about it so we can put it right. This page explains how to raise a concern, what we'll do with it, and what to do if you're not happy with the outcome.

1. Talk to us first (informal)

Most issues can be resolved with a friendly conversation. If your concern is about your child's team — training, fixtures, communication, behaviour at the side of the pitch — please raise it first with the team manager or coach. They are usually best placed to fix it quickly.

If that's not appropriate, or you've tried and you're still not satisfied, please make a formal complaint using the steps below.

2. How to make a formal complaint

Send a written complaint to complaints@urmstontownjfc.co.uk, marked for the attention of the Club Secretary. Please include:

• Your name and how to contact you (email and phone)
• Your child's name and team (if relevant)
• A clear summary of what happened, including dates, times and locations where possible
• The names of anyone involved or any witnesses
• What outcome you're hoping for

If you can't write to us by email, you can ask any committee member to take a written note of your complaint on your behalf.

3. What we'll do

• Acknowledge — we'll confirm we've received your complaint within five working days.
• Investigate — the Club Secretary, with the relevant committee members, will look into what happened. This may involve speaking to the people involved, the team manager, and any witnesses. We'll do this fairly and in confidence.
• Respond — we'll write to you with the outcome within 21 days of acknowledging the complaint. If it needs more time (for example, because we're waiting on information from the County FA), we'll tell you why and give a new date.

We treat every complaint seriously and confidentially. We will not share your name or the details of your complaint beyond the people who need to know in order to investigate and respond.

4. Complaints about behaviour or conduct

The Club expects every member, parent, player, coach and visitor to follow our Codes of Conduct and the FA's Respect programme. If your complaint is about someone's conduct (a coach, a player, a parent, a referee, a committee member), the Club's disciplinary sub-committee will hear it under the Club Constitution. The person complained of will be told the substance of the complaint and given a fair opportunity to respond before any disciplinary action is taken. There is a right of appeal to the Club committee.

5. Safeguarding concerns about a child

For all other safeguarding concerns relating to the welfare of a child at the Club — including poor practice, inappropriate behaviour, bullying, or anything that has caused you concern about a child's wellbeing — please contact the Club Welfare Officer directly:

Email: safeguarding@urmstontownjfc.co.uk

Safeguarding concerns are handled separately from this general complaints procedure, in line with The FA's Safeguarding Children Policy and Procedures. The Club Welfare Officer will respond promptly, may refer the matter to the Designated Safeguarding Officer at Manchester FA, and where required will report to Children's Social Care and/or the police. We will keep you informed of how your concern is being handled, subject to the requirements of any external investigation.

6. Complaints about how we've used your personal information

If your complaint is specifically about data protection (how we collect, use, store or share information about you or your child), you can also contact us at privacy@urmstontownjfc.co.uk. See our Privacy Policy for more on your rights.

If you remain unhappy with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.

7. If you're still not satisfied

If you have followed this procedure and you remain unhappy with the outcome, you can escalate your complaint to Manchester FA, our Parent County Association, who oversee grassroots clubs in our region. Their contact details are on manchesterfa.com. Manchester FA can refer matters on to The Football Association where appropriate.

8. Contact

Urmston Town Juniors FC
Barton Clough Playing Fields, Stretford, Manchester, M32 9TG
General complaints: complaints@urmstontownjfc.co.uk
Safeguarding: safeguarding@urmstontownjfc.co.uk
Data protection: privacy@urmstontownjfc.co.uk