COMPLAINTS
Statement for External Use
Burnley FC in the Community is committed to providing a professional and high-quality service to all our customers and participants, we actively welcome feedback both positive and negative. We believe that this helps us to deliver an improved and more effective service to our customers.
In the first instance, if you wish to contact the Charity to raise an issue or provide suggestions on how we can improve our service, please e-mail community@burnleyfc.com.
Should you wish to make a formal complaint about a service that Burnley FC in the Community has provided, this must be in a written format only, written includes by email. Please address to:
Deputy CEO,
Burnley FC in the Community, Turf Moor, Harry Potts Way, Burnley, BB10 4BX
or via e-mail
Burnley FC in the Community will acknowledge contact from a customer within five working days of receipt. We aim to provide a full response to the issue raised within 14 days of the original communication. Where further investigation is required, it may take up to 28 days, from initial contact, for a full response, if this is the case you will be informed.
Should you feel unsatisfied with the response that you receive please contact Burnley FC in the Community’s Chief Executive Officer, at the address below, who will conduct a further review of the complaint and respond accordingly:
Chief Executive
Burnley FC in the Community, Turf Moor, Harry Potts Way, Burnley, BB10 4BX
or via e-mail
Should you feel dissatisfied once you have contacted both the Deputy CEO and Chief Executive Officer you can contact the Charity Commission who regulate us as a Charity :https://www.gov.uk/complain-about-charity
Complaints in regard to the Girls Emerging Talent Centre:
In the first instance the compliant should be marked as confidential and made in writing to the ETC Centre Manager, R.Aldred@burnleyfc.com, stating the nature of the grievance and the Player’s full name.
In the event of the complaint being against the ETC Centre Manager, the outline of the complaint should be forwarded to Burnley FC in the Community, m.colquhoun@burnleyfc.com. The complaint will be investigated by Burnley FC in the Community, with the findings and outcome reported to the person lodging the grievance, in writing, within 20 working days of the initial compliant being received. If the complainant is not satisfied with the outcome of the procedure, they can appeal by writing to The FA within 10 working days of receiving the outcome via playerpathway@thefa.com.
Burnley FC in the Community is committed to ensuring the safety and wellbeing of all vulnerable groups who attend any of our programmes or are in our care; this includes children, young people and adults at risk. Should your complaint be of serious nature, or you wish to report an incident of serious nature, please contact our BFCitC’s Safeguarding Manager, via email on s.swindells@burnleyfc.com.