SOCCER MANIA COMPLIMENTS & COMPLAINTS POLICY 

Purpose

Soccer Mania is committed to providing a positive, safe, and high-quality experience for all players and families. We value feedback from parents and guardians, as it helps us recognise excellence and continuously improve our program.

Compliments

We welcome and appreciate positive feedback about our coaches, staff, and programs.

How to Submit a Compliment

  • Speak directly to the Camp Director or Head Coach.
  • Send an email to the official Soccer Mania contact address.
  • Submit written feedback through our feedback form (if available).

All compliments will be shared with the relevant staff members and may be used (with permission) for promotional or internal recognition purposes.

Complaints

We take concerns seriously and aim to resolve issues fairly, respectfully, and promptly.

Step 1: Informal Resolution

Parents are encouraged to first raise concerns directly with:

  • The relevant coach (for training-related issues), or
  • The Camp Director (for broader concerns).

Many concerns can be resolved quickly through open communication.

Step 2: Formal Complaint

If the issue is not resolved informally, a formal complaint may be submitted:

  • In writing (email or letter)
  • Clearly outlining the issue, dates, individuals involved, and desired outcome

The Camp Director will:

  • Acknowledge receipt within 3–5 working days
  • Review the concern
  • Conduct any necessary discussions or investigation
  • Provide a written response within 10 working days where possible

Step 3: Escalation

If the parent is not satisfied with the outcome, the matter may be escalated to senior management or the governing body (if applicable).

Expectations for Communication

We ask that all feedback:

  • Is respectful and constructive
  • Is focused on behaviour or situations, not personal attacks
  • Avoids confrontation during active training sessions or in front of players

Soccer Mania maintains a zero-tolerance policy toward abusive, aggressive, or threatening behaviour.

Confidentiality

All complaints will be handled confidentially and sensitively. Information will only be shared with those directly involved in resolving the matter.

Our Commitment

Soccer Mania is dedicated to:

  • Listening to parents
  • Acting fairly and transparently
  • Maintaining a positive environment for all players

We value your partnership and support in helping us create the best possible football experience for every child.