5s LIVE- Complaints & disputes procedure

Effective Date: 21 July 2025

We want all players and teams to enjoy their experience with 5s LIVE. If something goes wrong, here’s how complaints and disputes will be handled fairly and consistently.

1. Scope

This procedure covers complaints and disputes relating to:

• Refereeing decisions or match conduct,

• Player or team behaviour,

• Administration (payments, fixtures, rules),

• League management or disciplinary action.

2. Step One – Informal Resolution

• Most issues can be sorted quickly by speaking with your referee or league manager on the day of the match.

• We encourage players and captains to raise concerns immediately, so they can be addressed in real time.

3. Step Two – Formal Complaint

If you are not satisfied after Step One:

• Submit a written complaint by email to [insert complaints email] within 72 hours of the incident.

• Include:

  • Your full name and team name,

  • Date and details of the incident,

  • Names of people involved (if applicable),

  • Any evidence (screenshots, witness statements, etc.).

We will acknowledge your complaint within 3 working days.

4. Investigation & Response

• A league manager (not involved in the incident) will review your complaint.

• They may speak to referees, other players, or staff to gather evidence.

• A written decision will be sent to you within 10 working days.

5. Dispute of Outcome (Appeals)

If you are unhappy with the outcome:

• You may appeal in writing within 5 working days of the decision.

• Appeals will be reviewed by a senior 5s LIVE manager or director, whose decision is final and binding.

6. Referee Decisions in Matches

• Please note: Referee decisions are final on the day of the match.

• Complaints about refereeing conduct will be investigated, but match results will not be overturned except in exceptional circumstances (e.g., proven cheating, admin error).

7. Escalation (External)

• If you believe your complaint has not been handled fairly after appeal, you may seek external legal advice or contact Trading Standards.

• We will always aim to resolve matters internally first.

8. Conduct During Complaints

• Abusive, aggressive, or disrespectful behaviour during the complaints process will not be tolerated and may itself lead to disciplinary action.

✅ Simple Player Summary

• Try to resolve issues with the referee/league manager on the day.

• If not resolved, email us within 72 hours.

• We reply within 3 days and give a decision within 10 days.

• You can appeal once – final decision made by a director.

• Referee decisions on the day stand.