1. PURPOSE OF THIS COMPLAINTS POLICY

Opportunity XI aims to provide a professional and positive service to all players, parents, guardians and families.

We recognise that there may be occasions when someone is unhappy with an aspect of our service. This Complaints Policy explains how you can raise a complaint with us and how we will aim to deal with it fairly and appropriately.

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2. HOW TO MAKE A COMPLAINT

If you wish to make a complaint about an Opportunity XI service, please contact us as soon as reasonably possible.

Please provide your name, contact details and a clear description of your complaint, including any relevant dates, events or communications that may help us understand the issue.

Complaints should be sent to:

Opportunity XI
Email: info@opportunityxi.co.uk

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3. WHAT HAPPENS AFTER YOU COMPLAIN

We will aim to acknowledge your complaint within 5 working days.

We will review the information you have provided and, where necessary, may contact you for further information to help us understand the circumstances.

We will aim to provide a response to your complaint within 20 working days of receiving it. If we need longer because the matter is particularly complex, we will let you know and explain the reason for the delay.

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4. HOW WE WILL HANDLE YOUR COMPLAINT

We will consider complaints fairly and in good faith.

Where appropriate, we may review relevant records, communications or information relating to the service concerned and speak with people involved.

Our response will explain the outcome of our review and, where appropriate, any action we propose to take.

If we identify that something has gone wrong, we will consider what reasonable steps can be taken to address the issue and help prevent a similar problem occurring again.

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5. IF YOU ARE NOT SATISFIED

If you are not satisfied with our response to your complaint, please let us know and explain why you remain dissatisfied.

Where appropriate, we will review the matter again, including any additional information you provide.

We will aim to provide you with a final response following that review.

Nothing in this Complaints Policy affects any legal rights you may have.

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6. CONFIDENTIALITY AND PERSONAL INFORMATION

We will handle complaints as confidentially as reasonably possible.

Information relating to a complaint will only be shared where necessary to investigate, respond to or resolve the matter, or where we are required to do so by law.

Any personal information provided as part of a complaint will be handled in accordance with our Privacy Policy.

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7. COMPLAINTS INVOLVING PLAYERS UNDER 18

Where a complaint relates to a player under 18, we may involve their parent or guardian where appropriate.

We will take reasonable care when communicating with or handling information relating to children and young people.

Where appropriate, a parent or guardian may make a complaint on behalf of a player under 18

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8. RECORDING AND LEARNING FROM COMPLAINTS

Opportunity XI may keep a record of complaints and their outcomes where appropriate.

We may use information from complaints to identify areas where our services, processes or communications could be improved.

Complaint records and personal information will be retained and handled in accordance with our Privacy Policy and applicable data protection requirements.

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9. CHANGES TO THIS COMPLAINTS POLICY

We may update this Complaints Policy from time to time to reflect changes to our services, processes or applicable requirements.

The latest version will be published on our website and the “Last updated” date at the top of this page will be changed accordingly.

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10. CONTACT US

If you have any questions about this Complaints Policy or wish to make a complaint, please contact us.

Opportunity XI
Email: info@opportunityxi.co.uk
Website: opportunityxi.co.uk