General Complaints

For general complaints or queries about registration, schedules, refunds, programs, academies, assessments, etc. please contact the Club Administrator at admin@richmondfc.ca.

Serious Complaints or Occurrences

For complaints or occurrences of a more serious nature, for example, involving the code of conduct or a concerning incident, please contact the Club Executive at complaints@richmondfc.ca.

Correspondence sent to this email address will be routed to the Richmond FC Chair and Vice-Chair. The receipt of your complaint will be acknowledged and we will provide an estimated response time and the name of a primary contact person. This contact person may be an Age Group or Program Coordinator, the Club Administrator, the Chair, the Vice-Chair or another Board member.

Complaints are received implicitly in confidence and information about your complaint will be treated in confidence.  In certain circumstances, it may be necessary to share all or part of the complaint with other individuals on a need-to-know basis.  Notwithstanding the aforementioned, we are committed to ensuring privacy and confidentiality of a reported complaint or occurrence.

Complaint response times will vary depending on the nature and complexity of the matter. The Club will endeavour to resolve complaints as expediently as possible.

Serious complaints may be general in nature, or they may fall under the Code of Conduct or the Discrimination and Harassment Policy. Complaints made under the Discrimination and Harassment Policy will be processed under the procedures outlined therein.

This complaint procedure does not apply to incidents that occur during the course of a soccer game and which result in yellow cards, red cards, ejections, warnings, etc.  Such incidents will be reviewed by the relevant League Discipline Committee.

If you have any questions about the process, please contact us using the email address above.