Complaints Policy

1. Introduction

Evo Sports is committed to providing a safe, inclusive, and high-quality experience for all participants, parents, and staff. We value feedback and take all complaints seriously, using them as an opportunity to improve our services.

This policy outlines how complaints can be raised and how we will handle them in a fair, timely, and transparent manner.

2. Scope

This policy applies to all members, parents, guardians, staff, volunteers, and visitors of Evo Sports.

Complaints may relate to, but are not limited to:

  • Coaching or programme quality
  • Player welfare and safeguarding
  • Behaviour of staff, participants, or spectators
  • Health & safety concerns
  • Facilities and equipment
  • Communication and customer service

3. How to Raise a Complaint

We encourage open and constructive communication. If you have a concern, we ask that you follow these steps:

Step 1: Informal Resolution
  • Where possible, raise your concern directly with the relevant coach or staff member at the earliest opportunity.
  • Many concerns can be resolved quickly through open and respectful discussion.
Step 2: Formal Complaint Submission

If the issue is not resolved informally or requires further action:

  • Submit a formal complaint via email or written letter to Evo Sports management.
  • Clearly describe the nature of the complaint, relevant dates, people involved, and any supporting evidence.
  • To file a complaint with Evo Sports please click the following LINK.
Step 3: Investigation & Response
  • Acknowledgment: Evo Sports will acknowledge receipt of the complaint within 3 working days.
  • Investigation: A designated manager or senior staff member will review the complaint, speak to relevant parties, and gather information.
  • Resolution: A formal response will be provided within 10 working days. If more time is required, we will communicate expected timelines.
Step 4: Appeal Process
  • If you are unsatisfied with the resolution, you may request a review of the decision by senior management.
  • Appeals must be submitted in writing within 5 working days of receiving the complaint outcome.
  • A final decision will be made and communicated within 10 working days of the appeal.

4. Confidentiality & Fairness

  • All complaints will be handled confidentially and shared only with relevant parties.
  • No individual will face discrimination or retaliation for making a genuine complaint.
  • Evo Sports is committed to impartiality and ensuring fair investigation and resolution.

5. Safeguarding & Serious Concerns

  • Complaints related to safeguarding, welfare, or misconduct will be escalated to the Designated Safeguarding Lead (DSL) and handled according to Evo Sports’ Safeguarding Policy.
  • If necessary, external authorities (e.g., child protection services, police) will be involved.

6. Continuous Improvement

Evo Sports views all feedback as a means to review and improve our programmes, policies, and services. For further assistance please contact info@evosportsqatar.com or to submit feedback, please click the following LINK.