FEEDBACK, COMPLAINTS & IMPROVEMENT

NS5 is committed to providing a safe and inclusive environment for both our participants, coaching team, and staff, which is why we welcome all feedback, good or bad, you have about our delivery.

We kindly request that you address all issues by making contact directly. This allows us to reply to all issues as quickly as possible when you raise questions or concerns to our attention. Your first point of contact should always be your lead coach, but if you have a complaint, we suggest putting this in writing to our customer service team by email to info@ns5.co.uk so a member of our team can address your concerns and find a suitable resolution.

COMPLAINTS PROCEDURE AIMS

• We take all complaints seriously and will address these in a professional and timely manner. Some complaints may take a little longer to resolve should we need to investigate further. We will keep you informed at every step of the way. Throughout the complaints process we will treat you fairly and politely, we request that you treat us in the same manner. Should we come across any findings where there has been any oversights or misunderstandings, we will put this right straightaway. Our leadership team review complaints regularly to provide excellence in our delivery
  
  

Should you have concerns about a child’s safety or wellbeing, please refer to our Safeguarding Policy, as this requires a unique approach and may need immediate action.

COMPLAINTS PROCESS & TIMESCALES

We request that you bring any complaints to our attention as quickly as possible, ideally within 7 days of the incident. Leaving it longer can make it hard to ascertain facts from all involved. Please email your complaint to us at info@ns5.co.uk highlighting the nature of your communication. Add as much information as possible, with specific dates, times, venues, and witnesses; and ensure your contact information is included.

We will respond to your email within 24 hours however, there may be instances where we require more time to complete a full investigation. You will be notified by our team should this be the case of how long our investigation will take. The formal complaint will be conducted in writing to ensure there is a record of this entire process.

COMPLAINTS ABOUT ADMIN, BOOKINGS OR PAYMENTS

If your complaint is regarding an operations issue, please email our team via email at info@ns5.co.uk which as much detail as possible. Please include any reference numbers and dates when bookings/payments were made and we will look to resolve your complaint.  Please note bookings and payments are dealt with by a third party name League Republic - so we may have to refer your complaint across to League Republic to resolve. 

COMPLAINTS ABOUT AN INDIVIDUAL

We realise in football that on occasions things may escalate due to the competitive nature of the game so if you believe an issue has arisen with a coach, match official, participant, player, or parent then please bring this to our attention. We will work hard to resolve matter and may suggest a meeting between the complainant and the individual to find an acceptable solution for both parties. A third party would mediate the discussion. We will not respond to complaints if these are abusive, insulting, threatening, or if relevant dates, times, venues, and information is not disclosed to us.

WHAT TO DO IF YOU ARE NOT HAPPY WITH HOW WE HANDLED YOUR COMPLAINT

If you feel your complaint was not dealt with completely or appropriately you have the right to take your complaint to a governing body where you will need to present all your communications with us. This is to show that that we have been given sufficient time and opportunity to deal with your complaint. Who to contact may vary according to the nature and location of the issue, however we will always be clear about which governing body to contact. Alternatively, you could contact the complaints departments at:

The Independent Football Ombudsman (IFO)

Premier House
1-5 Argyle Way
Stevenage
Hertfordshire
SG1 2AD