Privacy policy

UK Ice Hockey Players Association (UKIHPA) 


Complaints Policy 

1. Purpose 

UKIHPA is committed to providing a professional, fair, and transparent service to all members and stakeholders. 

 This policy outlines how complaints can be raised, handled, and resolved in a consistent and timely manner.   

2. Scope 

This policy applies to complaints relating to: 

  • UKIHPA services or decisions   

• Conduct of UKIHPA members   

• Conduct of UKIHPA representatives, directors, or partners   

• Safeguarding, welfare, or duty of care concerns   

This policy does not replace formal legal or regulatory processes where applicable. 

 3. Definition of a Complaint 

A complaint is defined as: 

Any expression of dissatisfaction, whether verbal or written, regarding the conduct, actions, decisions, or services associated with UKIHPA. 

4. Who Can Make a Complaint 

Complaints can be made by: 

• UKIHPA members   

• Parents or guardians (for junior members) 

• Clubs, organisations, or stakeholders 

• Members of the public 

5. How to Submit a Complaint 

  Complaints must be submitted in writing and include:   

• Full name and contact details 

• Details of the complaint (including dates, times, and individuals involved) 

• Any supporting evidence 

Complaints should be sent to: 

 Email:  info@ukihpa.com (or designated complaints email once live) 

Anonymous complaints will be considered at the discretion of UKIHPA. 

6. Complaint Handling Process 

Stage 1 – Acknowledgement   

• Complaint acknowledged within 5 working days   

• Initial review conducted 

  Stage 2 – Investigation   

• A fair and impartial investigation will be carried out 

• Relevant parties may be contacted 

• Additional evidence may be requested   

Stage 3 – Outcome 

• A written outcome will be provided within 21 working days (where possible) 

• Outcomes may include: 

• No further action   

• Informal resolution 

• Formal warning 

• Disciplinary action (see Disciplinary Procedure) 

  7. Serious Complaints 

Complaints involving: 

  • Safeguarding concerns 

  • Criminal behaviour 

  • Discrimination or abuse 

  Will be escalated immediately and may be referred to: 

  • Relevant governing bodies 

  • Law enforcement 

  • Safeguarding authorities 

8. Confidentiality 

All complaints will be handled confidentially. 

Information will only be shared where necessary: 

• To investigate the complaint  

• Where required by law 

• To protect individuals’ safety and welfare 

  9. Fairness and Impartiality 

UKIHPA will: 

• Act fairly and without bias 

• Ensure no conflict of interest in investigations 

• Give all parties the opportunity to respond 

10. Protection from Victimisation 

UKIHPA has a zero-tolerance approach to retaliation.

Any individual raising a complaint in good faith will not be disadvantaged or penalised. 

11. Appeals Process 

 If a complainant is not satisfied with the outcome: 

• An appeal must be submitted within 14 days of the decision 

• Appeals must clearly state the grounds 

Appeals will be reviewed by: 

• A different director or independent panel (where possible) 

The appeal decision is final. 

12. Malicious or Vexatious Complaints 

If a complaint is found to be deliberately false or malicious:   

• UKIHPA reserves the right to take disciplinary action 

• Membership may be suspended or terminated 

  13. Record Keeping 

UKIHPA will: 

  • Maintain records of all complaints 

  • Monitor trends to improve services and governance 

14. Policy Review 

This policy will be reviewed periodically to ensure it remains effective and aligned with best practice.  

UKIHPA 

Privacy Policy (GDPR) – UKIHPA

Effective Date: [20.04.26]

1. Who We Are

UKIHPA (UK Ice Hockey Players Association) is committed to protecting your personal data and respecting your privacy.

For the purposes of the UK General Data Protection Regulation (UK GDPR), UKIHPA is the data controller responsible for your personal data.

Contact Details:
UKIHPA
Email: info@ukihpa.co.uk
Website: www.ukihpa.co.uk

2. What Data We Collect

We may collect and process the following personal data:

  • Identity Data: Name, date of birth

  • Contact Data: Email address, phone number, postal address

  • Membership Data: Player status, club affiliation, role within hockey

  • Transaction Data: Purchases, payments, donations (if applicable)

  • Technical Data: IP address, browser type, device information

  • Usage Data: Website interactions, page visits

  • Marketing Preferences: Opt-ins for newsletters or communications

3. How We Collect Your Data

We collect data when you:

  • Register as a member

  • Complete forms on our website

  • Purchase products or services via Shopify

  • Subscribe to newsletters

  • Contact us directly

  • Use our website (via cookies and analytics tools)

4. How We Use Your Data

We use your data to:

  • Manage memberships and accounts

  • Process payments and orders

  • Provide services and support

  • Communicate important updates

  • Improve our website and services

  • Send marketing communications (only where consent is given)

  • Comply with legal obligations

5. Legal Basis for Processing

We process your data under the following lawful bases:

  • Contractual necessity – to provide membership/services

  • Legitimate interests – to improve services and manage operations

  • Consent – for marketing communications

  • Legal obligation – for compliance with UK law

6. Sharing Your Data

We may share your data with:

  • Shopify (our e-commerce platform)

  • Payment providers (e.g. Stripe, PayPal)

  • IT and website service providers

  • Professional advisors (legal/accounting)

  • Governing bodies or partners (where relevant to membership)

We ensure all third parties respect your data and comply with GDPR.

7. International Transfers

Some of our service providers (e.g. Shopify) may process data outside the UK.
Where this occurs, we ensure appropriate safeguards are in place, such as:

  • UK-approved Standard Contractual Clauses

  • Adequacy decisions

8. Data Retention

We retain your personal data only as long as necessary:

  • Membership data: Duration of membership + up to 6 years

  • Transaction data: Up to 6 years (for legal/accounting purposes)

  • Marketing data: Until you withdraw consent

9. Your Rights

Under UK GDPR, you have the right to:

  • Access your personal data

  • Request correction of inaccurate data

  • Request erasure (“right to be forgotten”)

  • Restrict processing

  • Object to processing

  • Data portability

  • Withdraw consent at any time

To exercise your rights, contact: [Insert Email]

10. Cookies

We use cookies to:

  • Ensure website functionality

  • Analyse traffic and usage

  • Improve user experience

You can manage cookie preferences through your browser settings.

11. Data Security

We implement appropriate security measures to protect your data, including:

  • Secure servers and encryption

  • Restricted access to personal data

  • Regular system monitoring

12. Third-Party Links

Our website may contain links to external sites. We are not responsible for their privacy policies.

13. Changes to This Policy

We may update this policy from time to time. Updates will be posted on this page with a revised effective date.

14. Complaints

If you have concerns, please contact us first.

You also have the right to lodge a complaint with:
Information Commissioner's Office (ICO)
Website: https://ico.org.uk

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