Titans Complaints Policy

At Titans Football Academy, we are committed to providing a high standard of coaching, player development, and overall experience for all participants, parents, and stakeholders. We take all concerns and complaints seriously and strive to resolve them fairly and efficiently.

1. Purpose

This policy outlines the process for raising and handling complaints to ensure that issues are addressed promptly, fairly, and transparently.

2. Scope

This policy applies to all players, parents/guardians, coaches, staff, and any other individuals associated with Titans Football Academy.

3. How to Make a Complaint

If you have a concern or complaint, we encourage you to follow these steps:

• Step 1: Informal Resolution

  • In the first instance, we encourage you to discuss your concern directly with the relevant coach, staff member, or administrator to seek an informal resolution.

• Step 2: Formal Complaint Submission

  • If the issue is not resolved informally, please submit a formal complaint in writing via email to info@thetitansfa.com or by filling out the complaint form available at the bottom of this page.

  • Provide clear details of your complaint, including dates, times, people involved, and any relevant evidence.

4. Complaint Handling Process

• Once a formal complaint is received, we will acknowledge receipt within 5 working days.

• An investigation will be conducted by the appropriate staff member or manager.

• We aim to provide a resolution or response within 10 working days. If more time is required, we will keep you updated on the progress.

• If necessary, a meeting may be arranged to discuss the issue further.

5. Appeals Process

If you are not satisfied with the outcome, you may request a review by a senior manager or director of Titans Football Academy. Appeals must be submitted in writing within 7 days of receiving the initial response.

6. Confidentiality and Fair Treatment

All complaints will be handled confidentially and with respect for all parties involved. No individual will face discrimination or retaliation for raising a complaint in good faith.

7. Continuous Improvement

We value feedback and use complaints as an opportunity to improve our academy and services. All complaints and their resolutions will be reviewed periodically to enhance our procedures.

For any questions regarding this policy, please contact us at info@thetitansfa.com.