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Services
feedback & complaints
Let’s face it—managing complaints is rarely anyone’s favorite task, especially when it lands on your plate alongside everything else you’re responsible for.
Conflict or criticism triggers the body's stress response system e.g. Fight, Flight or Freeze.
This reality, along with everyone already being stretched thin, sometimes sees these issues sidelined or handled reactively, at times turning small problems into larger ones.
But here’s the thing: when complaints are managed well, they’re not just problems to fix—they’re opportunities to grow.
But here’s the thing: when complaints are managed well, they’re not just problems to fix—they’re opportunities to grow.
key benefits:
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- Provide Clear Trends: Highlight recurring challenges or untapped opportunities. Managed well, complaints give you data to make informed, evidence-based decisions.
- Support Continuous Improvement: Understand root causes of concerns, implement meaningful changes that enhance processes, policies, culture, and outcomes.
- Build Trust and Transparency: An impartial approach reassures your members, staff and stakeholders that their voices are heard and treated fairly.
- Reduce Pressure: outsource complaints and your team can focus on their core responsibilities.
- Positive Feedback Loop: Addressing complaints constructively, creates an open and inclusive culture where feedback is welcomed and valued.
what you can expect:
- Every organisation is unique, so I offer two flexible options. Whether you need occasional support or a fully outsourced solution, I’m here to help. 1. Ad-Hoc Referral Service This option is ideal if your organisation prefers to triage complaints internally and refer them to me on a case-by-case basis. When issues arise that require impartial handling, I step in to provide a professional response, ensuring the matter is resolved effectively and fairly. This service gives you the flexibility to manage straightforward complaints in-house while relying on my expertise for more complex or sensitive cases. 2. Single Point of Contact Service If you're looking to maximise the benefits of an efficient complaints process, this option offers a comprehensive solution. I act as the single point of contact for all complaints and feedback, delivering your complaints policy on your behalf. With this service, I:
- Handle every stage of the complaints process, from initial receipt to resolution (resolution options are provided to you for endorsement).
- Provide impartial, professional management that builds trust and confidence in your organisation.
- Receive feedback and reports from members e.g. information only
- Generate data and trend analysis over time, giving you actionable insights to inform evidence-based decisions.
- Enable a proactive feedback culture that drives and promotes a continuous improvement culture.
By partnering with me, you’re not just outsourcing complaint management—you’re embracing a smarter, more proactive approach to feedback. Whether you need adhoc support or a full-service solution, I’ll work with you to create an approach that fits your organisation’s needs.
Together, we’ll create a foundation for continuous improvement and ensure your organisation is positioned to grow, adapt, and thrive.
data driveN insights
Every piece of feedback, whether it’s a complaint, for information or a suggestion, carries valuable insights about how your organisation operates.
When managed effectively, feedback assists to identify patterns, uncover root causes, and help you make informed decisions to drive improvements.
As part of my service, I dive into the feedback and complaints your organisation receives, transforming information into clear, actionable data.
Key benefits:
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- Spot Trends Early: Identify issues before they escalate. An recurring scheduling conflict, dissatisfaction or communication gaps, trends provide focus areas for improvement.
- Uncover Root Causes: Data-driven analysis allows you to go beyond surface-level to understand what’s really driving complaints, so you can address problems at their source.
- Evidence-Based Decisions: With clear data at your fingertips, you can make confident, informed choices about where to focus your time and resources.
- Measure Progress: Regular trend analysis shows whether your changes are working, helping you track improvements, impact and adjust strategies as needed.
- Continuous Improvement: Trends and insights empower your organisation to be proactive, building a culture where feedback is embraced and enhances your operations.
what you can expect:
As the 'single point of contact' for complaints and feedback, you will receive monthly reports that provide valuable insights into customer or member feedback trends. Reports highlight recurring issues, emerging patterns, and areas of concern, allowing you to stay ahead of potential challenges.
Quick wins - actionable improvements can somtimes be idenfied that can be implemented quickly and easily to enhance satisfaction for customers, members, staff and/or stakeholders. Report are developed from the data-driven evidence gathered through a 'single point of contact' service, enabling you to make informed, strategic decisions based on a clear understanding of the root causes and impact of complaints.
For adhoc referrals, full documentation and summary reports of the issue and outcome is provided. Follow up and review activities are also available if required.
By turning complaints and feedback into meaningful insights, I help you move from reactive problem-solving to strategic decision-making.
Together, we can use data to create a stronger, more efficient organisation that’s always moving forward.
mediation
Running a sports or not-for-profit organisation often means juggling countless responsibilities, with everyone wearing multiple hats. When conflicts or complaints arise, they can feel overwhelming—especially when you’re already stretched thin and everyone is working so hard.
When issues or conflicts are left unaddressed, they can fester and escalate, leading to resentment, decreased morale or engagment, and a toxic culture. Over time, these unresolved tensions can erode trust, create a divide among staff or members and hinder collaboration and volunteerism.
Mediation is a confidential, structured process where an impartial third party helps the people involved in a conflict have constructive conversations. The goal isn’t about pointing fingers or assigning blame—it’s about creating a safe space for open dialogue, fostering understanding, and finding practical solutions that everyone can live with.
key benefits:
- Preserves Relationships: Mediation focuses on collaboration and respect, ensuring your team or members can move forward together.
- Saves Time and Energy: Instead of letting conflicts drag on or escalate, mediation helps resolve them quickly and effectively.
- Builds Trust: Addressing issues transparently shows your members, staff, and stakeholders that their concerns matter.
- Reduces Stress: When you have support to manage difficult conversations, it takes the pressure off you and your team.
what you can expect:
After an initial consultation or discussion, and once mediation is assessed as being an appropriate option, the process typically follows the following steps:
Pre-Mediation Session: Both parties attend an initial meeting individually before the main mediation session. This provides an opportunity for each party to share their perspective and for me to gain an understanding of the issues at hand. It also ensures I can understand each parties needs and concerns.
Mediation Session: I will facilitate a structured discussion between the parties, helping them to identify common ground and explore possible solutions. This session focuses on communication, collaboration, and problem-solving in a safe and respectful environment.
Agreement: If the parties reach a resolution, I can help formalise the agreement if required and depending on the situation.
Post-Mediation: If an agreement is reached, you can request that I follow up to ensure the terms are being upheld and to provide any additional support needed. Throughout the process, I will ensure fairness and encourage constructive dialogue. Mediation is a confidential process and aims to help parties reach an agreement without the need for legal or court intervention. It is a cost-effective and less adversarial alternative. Parties involved can expect a supportive environment where they are empowered to make decisions at their own pace.
Pre-Mediation Session: Both parties attend an initial meeting individually before the main mediation session. This provides an opportunity for each party to share their perspective and for me to gain an understanding of the issues at hand. It also ensures I can understand each parties needs and concerns.
Mediation Session: I will facilitate a structured discussion between the parties, helping them to identify common ground and explore possible solutions. This session focuses on communication, collaboration, and problem-solving in a safe and respectful environment.
Agreement: If the parties reach a resolution, I can help formalise the agreement if required and depending on the situation.
Post-Mediation: If an agreement is reached, you can request that I follow up to ensure the terms are being upheld and to provide any additional support needed. Throughout the process, I will ensure fairness and encourage constructive dialogue. Mediation is a confidential process and aims to help parties reach an agreement without the need for legal or court intervention. It is a cost-effective and less adversarial alternative. Parties involved can expect a supportive environment where they are empowered to make decisions at their own pace.
By offering mediation, you’re not just resolving disputes—you’re fostering a healthier, more cohesive organisation which in turn, can lead to increased engagement and volunteers.
Let me help you turn conflict into an opportunity for growth and understanding.
facilitation & WORKSHOPS
Meetings are essential for any sports or not-for-profit organisation, but they can often feel like a chore rather than a tool for progress.
When you’re constantly reacting to operational demands, it’s easy to get stuck in circular discussions. Add being time poor, limited meeting frequency and staff and/or volunteer availability, proactive planning isn't always prioritised.
key benefits:
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- Productivity: Reduce frustration from circular discussions with more structured and efficient meetings.
- Stay on Track: As an impartial party, I ensure discussions remain constructive and focused, guiding the group toward actionable decisions.
- Proactive Planning: I help to allocate time to think ahead, identify opportunities, and develop strategies for long-term success with a focus on achieving organisational goals.
- Save Time and Energy: With me handling the facilitation, your team can concentrate on contributing to the discussion instead of managing the process.
what you can expect:
1. General Meeting FacilitationI help time-poor organisations make space for proactive planning and create value from this investment by ensuring meetings are focused, productive, and outcomes-driven. By stepping in as an independent facilitator, I help you break free from reactive cycles and create time for meaningful progress.
I take the time to understand your organisation’s goals, challenges, and priorities so that meetings have purpose and direction. Together with your management team, I craft an agenda that focuses on achieving tangible outcomes rather than getting bogged down in day-to-day operations. I'll plan and coordinate your meeting, including sourcing off-site venues and catering if required and ensure all required resources are available on the day.
You'll receive a summary report of the meeting with outcomes, follow up and action items to keep everyone accountable. Plus you'll have the option for me to conduct review and evaluation activities tailored to your needs.
2. Annual General Meeting (AGM) Facilitation
For many organisations, the AGM (or special AGM) is a cornerstone event, often required by constitutions and governance frameworks. However, AGMs can also be a source of anxiety, with strict procedural requirements, voting processes, and high expectations from members.
I provide assistance with AGM preparation, ensuring adherence to constitutional requirements and governance best practices.
On the day, I take care of meeting facilitation, voting processes, and procedural management, allowing your committee or board to focus on what truly matters—connecting with members, reflecting on the organisation’s performance, and presenting plans for the future.
3. JAC: Junior Athlete ConnectionEmpower the next generation of athletes with a JAC: Junior Athlete Connection. This interactive workshop series gives junior athletes a structured voice in their sporting community, much like a school representative council.
By fostering open conversations and proactive engagement, you can create truly child-safe environments where young athletes feel heard, valued, and protected. A collaboration with clubs, this is a tailored approach to fit your needs, ensuring junior athletes play an active role in shaping their sporting experience.
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4. Club Conflict CompassNavigate conflict with clarity, confidence and care.
This practical and empowering workshop gives club committee members the tools to approach complaints and interpersonal issues with integrity, without losing their way.
Using a simple four-point structure, North-East-South-West, uncover strategies that help build clear complaint pathways, engagement tips to prevent escalation, and uncover options to work toward strong, values-based resolutions.
Designed to protect and strengthen your club culture, this workshop offers hands-on strategies, and aims to build confidence to manage conflict effectively, turning challenges into opportunities for connection and growth.
This workshop is delivered as a public session, and can be tailored specifically for your club, delivered to your committee as a group.
Get in touch to start building a stronger, safer, and even more connected club.
This practical and empowering workshop gives club committee members the tools to approach complaints and interpersonal issues with integrity, without losing their way.
Using a simple four-point structure, North-East-South-West, uncover strategies that help build clear complaint pathways, engagement tips to prevent escalation, and uncover options to work toward strong, values-based resolutions.
Designed to protect and strengthen your club culture, this workshop offers hands-on strategies, and aims to build confidence to manage conflict effectively, turning challenges into opportunities for connection and growth.
This workshop is delivered as a public session, and can be tailored specifically for your club, delivered to your committee as a group.
Get in touch to start building a stronger, safer, and even more connected club.
Whether you’re looking to tackle specific challenges or plan for the future, I’m here to help. My facilitation and workshop services aim to reduce stress, save time, maximise value and build real connections.
cancellations & refunds
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Cancellations and refunds will be handled on a case-by-case basis, guided by industry standards. Specific terms will be provided when engaging JMX Solutions for services.
service committment
If you are not satisfied with the services provided, please contact me directly, Jacqui McConville, Managing Director.
If you're still not happy with how I manage your concerns, you have the option to contact the Resolution Institute. The Resolution Institute provides a professional complaint handling service for Nationally Accredited Mediators.