Complaints Policy

Reviewed and updated: May 2026

Next review: May 2027

Signed: J. Moody (General Manager)

1. Policy Statement

Scunthorpe United is committed to providing a safe, welcoming, professional and inclusive environment for all supporters, customers, players, staff, volunteers, visitors, partners and members of the wider community.

The Club recognises that from time to time individuals may wish to raise concerns or complaints regarding the Club’s services, facilities, staff, operations or conduct. This policy outlines how complaints can be made, investigated and resolved fairly, consistently and promptly.

2. Purpose

The purpose of this policy is to:

Provide a clear and accessible process for submitting complaints

Ensure complaints are handled fairly, respectfully and confidentially

Resolve issues as quickly and effectively as possible

Learn from feedback to improve the Club’s services and operations

Maintain high standards of customer service and governance

3. Scope

This policy applies to complaints relating to:

Matchday experience

Ticketing and retail services

Club staff, stewards or volunteers

Behaviour of spectators or visitors

Equality, diversity and inclusion matters

Safeguarding concerns (where appropriate)

Facilities and stadium operations

Community or academy activities

Digital communications and media channels

This policy does not apply to:

Football regulatory matters governed by The FA, National League or EFL

Team selection or football management decisions

Matters subject to legal proceedings

Complaints relating to policing matters

Anonymous complaints where insufficient information is provided

4. Principles

All complaints will be handled in accordance with the following principles:

Fairness and impartiality

Respect and professionalism

Confidentiality where appropriate

Timeliness

Transparency

Compliance with applicable laws and football regulations

No complainant will suffer discrimination or disadvantage as a result of making a genuine complaint in good faith.

5. How to Make a Complaint

Complaints should be submitted as soon as possible after the incident or issue occurs.

Complaints can be made by:

feedback@scunthorpe-united.co.uk

Post

Complaints Officer Scunthorpe United Football Club Attis Arena Doncaster Road Scunthorpe North Lincolnshire DN15 8TD

In Person

Via the Club reception during normal office hours (an appointment may be required in order to access senior personnel of the football club).

6. Information Required

To assist with the investigation, complainants should provide:

Full name and contact details

Date and time of incident

Description of the complaint

Names of individuals involved (if known)

Any supporting evidence or documentation

Desired outcome or resolution

7. Complaint Handling Procedure

Stage 1 – Acknowledgement

The Club aims to acknowledge receipt of the complaint within 5 working days.

Stage 2 – Investigation

The complaint will be reviewed by the appropriate department or senior member of staff. Investigations may include:

Reviewing CCTV footage

Speaking to witnesses or staff

Reviewing correspondence or records

Liaising with external authorities where necessary

Stage 3 – Outcome

A written response will normally be provided within 20 working days of acknowledgement.

Where additional time is required due to complexity, the complainant will be informed accordingly.

8. Appeals

If the complainant is dissatisfied with the outcome, they may request a review within 10 working days of receiving the decision.

Appeals should clearly outline:

Why the original outcome is disputed

Any additional evidence

The desired resolution

The appeal will be reviewed by a senior Club representative not previously involved in the matter where possible.

The Club’s appeal decision will normally be final.

9. Unreasonable or Vexatious Complaints

The Club reserves the right to limit or cease correspondence where complaints are found to be:

Abusive or threatening

Repetitive without new evidence

Malicious or intentionally false

Excessively unreasonable

Any such action will be proportionate and appropriately documented.

10. Confidentiality and Data Protection

All complaints will be handled in line with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.

Information will only be shared where necessary to investigate and resolve the complaint.

Records of complaints may be retained securely for monitoring and governance purposes.

11. Safeguarding Concerns

Any safeguarding-related concerns involving children or vulnerable adults will be escalated immediately to the Club Safeguarding Officer and handled in accordance with the Club’s safeguarding procedures.

Where necessary, concerns may also be referred to relevant statutory authorities or football governing bodies.

12. Equality and Inclusion

The Club is committed to equality, diversity and inclusion and will not tolerate discrimination, harassment or victimisation of any kind.

Complaints relating to discrimination will be treated seriously and investigated promptly.

13. Monitoring and Review

This policy will be reviewed periodically by the Club to ensure it remains effective, compliant and aligned with best practice.

14. Contact Information

For questions regarding this policy, please contact:

Complaints Officer Scunthorpe United F.C. Attis Arena Doncaster Road Scunthorpe DN15 8TD

feedback@scunthorpe-united.co.uk

Scunthorpe United Football Club — The Attis Arena, Jack Brownsword Way, Scunthorpe, DN15 8TD