Feedback and Complaints Procedure 

Kick It Out is football’s equality and inclusion organisation. Working throughout the football, educational and community sectors to challenge discrimination, encourage inclusive practices and campaign for positive change, Kick It Out is at the heart of the fight against discrimination for everyone who plays, watches or works in football. 

We want to provide a high quality service that meets your needs. If we are not achieving this, we want to know so we can learn and improve. 

The aim of this procedure is to explain how you can give feedback or make a complaint about Kick It Out’s people or practices, and to ensure that complaints are dealt with appropriately and to the satisfaction of the complainant wherever possible. 

Tell us if you are not happy with Kick It Out 

If you feel dissatisfied with our actions, the manner in which we have dealt with a matter, the conduct of a member of our team, or for any other reason then please let us know. 

If you are dissatisfied with a member of staff at Kick It Out, we encourage you to tell the person why you are unhappy as you may be able to resolve the matter with them. If you would not feel comfortable speaking to the person directly, or if you are dissatisfied with their response, you can use the complaints procedure below. 

How to give feedback or make a complaint 

If you wish to give feedback or make a complaint about Kick It Out please let us know by calling 020 3967 8989 and ask to speak to the Head of Operations or by emailing [email protected]. Please provide your full name, your preferred contact details, and details of your complaint (what it relates to and how you would like to see it resolved). 

We will aim to respond within ten working days.  On occasions, it may not be possible to resolve the matter within this time period in which case we will send you an initial response to let you know that we think it may take a little longer to conclude. 

We will give you the name and contact details of the person who is managing your complaint and we will do our best to ensure that your complaint is dealt with by someone who is unconnected to the matter you have complained about. 

Formal complaint 

If you are not satisfied with our initial response or you wish to have the matter reviewed by a more senior member of our team, please document your complaint in writing and send it to [email protected] with the words ‘Formal Complaint’ in the subject heading. 

We will aim to investigate your complaint and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered. 

We will give you the name and contact details of the person who is managing your complaint and we will do our best to ensure that your complaint is dealt with by someone who is unconnected to the matter you have complained about. 

Escalated complaint 

If you are still not satisfied with our response to your formal complaint, please document your concern in writing and sent it to [email protected] with the words ‘Escalated Complaint’ in the subject heading. We will acknowledge your complaint within 10 working days and the matter will be escalated to our Chief Executive or a Trustee. The Chief Executive or Trustee will normally provide a full response within 30 working days, but they will let you know if it may take longer to provide a full response. 

All written complaints will be recorded and we provide a summary analysis of all complaints received to our Board of Trustees. If you want to know how we use your personal data, you can find our privacy policy here www.kickitout.org/privacy-policy 

Independent Review 

If you have a serious complaint about Kick It Out, you can also complain to our regulator, the Charity Commission - www.gov.uk/complain-about-charity. For example, you can contact the Charity Commission if you believe that we are: 

  • not doing what we claim to do 
  • losing lots of money 
  • harming people 
  • being used for personal profit or gain  
  • involved in illegal activity 

How we approach complaints  

Kick It Out takes all complaints seriously. We handle all complaints impartially and making a complaint will not affect the future level of service you receive from us.  

We will review relevant evidence and make a decision based on our investigation of the circumstances surrounding the complaint. We will always inform you of the outcome, which may include information about lessons learned or changes we have made as a result of your complaint.   

We will do our best to resolve your complaint to give you the outcome you want, but we cannot guarantee that a particular remedy will be offered.  

Kick It Out may decide to pass a complaint to a regulator (such as the Charity Commission or the Information Commissioner’s Office) or to another external agency such as the police, if we suspect the complaint may involve illegal activity.