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munchymagic wrote: Pure And Simple....
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Lakelandterrier wrote:
thetashkentterror wrote: FFS.
Just bloody email Clibbens if you're that sodding bothered.
Why does it have go through CUSG?
The clue is there CUSG - Carlisle United Supporters Group.
People are there for exactly this.
While i am not conplaining as such, its important that its aired.
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melbourneblues wrote: Have a day off kessler ffs, you don’t half know how to get on peoples tits.
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melbourneblues wrote: Just to clarify kesslers post said i can’t have a day off Laffy will say I’m a scrounger’.
I rest my case.
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Mullen103 wrote: Nothing received yet Kes - if nothing comes through it’s another change of circumstances and you’ll well within rights to ask via Cusg.
Give them a bit of time though - we know their slow.
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CCU wrote: (Bangs head on wall)
Your ‘new information’ is nothing more than hearsay unfortunately. Therefore the issue won’t be getting taken to CUSG by us.
CCU wrote: Regarding escalating the matter, Mullen has kindly emailed NC on your behalf - Not sure why you couldn’t? I’m pretty sure he will reply in due course.
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Kessler wrote: I assume though that the other questions I have which are unrelated to the alleged incident at the Northampton match are still welcome?
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Mullen103 wrote: Responce from NC - straight copy/paste from email.
Hi Richard
Thanks for email. Apologies for the delay.
It looks like you have two questions:
Q1
“…In the last CUSG minutes, NC stated that there wasn't a complaint received to the club about the "patty fight incident" however it has been rumoured that an official response officer made a complaint. Could we have a further comment please on this allegation?..”
My comments are:
There was no comments in the CUSG minutes by me on this. www.carlisleunited.co.uk/news/2019/novem...vember-2019-meeting/
I did comment in the November questions in the answer to Q32 www.carlisleunited.co.uk/news/2019/novem...ecent-fan-questions/
“The Club Policy sets out what we do when we get a complaint. There has been no investigation because there has been no complaint.”
You have not offered any other detail for me to comment on whatsoever except “it has been rumoured that an official response officer made a complaint.”
The absence of any detail its almost impossible to further comment. But in the interests of trying to help, despite have nothing else to go on, I will try respond in a constructive way. I hope you understand.
I presume you are referring to the “rumour” on the forum?
I saw a post (I don’t know if this is what you are actually referring to as you don’t say) which says
“At the game on Saturday the Response team member who was witness to the incident came up to me and thought i should be made aware. The Response steward officially reported S.Pattison to the club of the incident and stated SP did infact threaten the gentleman to a fight. SP's response to the Response steward was that he "is a lying [censored]".
My comments are
This is from an anonymous poster – it doesn’t say if they are a witness, or third party, it’s a report of a conversation. Is it verbatim or an edit summary?
Your email is a further edit summary of their post
You actually say “however it has been rumoured that an official response officer made a complaint”
It refers to comments by an unnamed anonymous Response Steward with no details whatsoever of who it was reported to in the Club or what was reported or when
It doesn’t say how SP came to know of the Response stewards “official report”
It doesn’t say how anyone who come aware of the official report given I have asked if that has been one and not been told or
How the situation could arise for SP to respond in the way claimed, or
how the unnamed anonymous Response Steward became aware of the claimed response
Its a further third party allegation made on an fans forum, (not to the club or me), amongst a lot of third party speculation
I can see how on the forum this is a topic of debate and speculation, like many others, but you are actually to asking me to comment on events which are totally unsubstantiated, what you describe yourself as an “allegation” and “rumour” !
You can ask the question, but I hope you can see I am going to be drawn into commenting on what could easily be described as uncorroborated, unsubstantiated, hearsay and forum speculation or “he-said she said”. That’s fine for a fans forum, it’s not the role of a CEO.
The underlying theme is a questioning of the handling of this.
To be clear, there is no gain for the me or the club in not dealing with Complaints. Issues don’t go away by taking that approach, similarly I can only deal with issues where there is some evidence.
The Policy www.carlisleunited.co.uk/siteassets/docu...mplaints-policy-.pdf is there provide assurance and process as to how complaints will be dealt with (and avoid claims that things are not being done properly by the club or “making it up as we go along”).
I draw your attention to
“Stage 1
The Club expects complaints to be made informally to a member of staff in the first instance. The Club will then forward to the relevant member of staff. Where this does not result in satisfactory resolution, the complaint should be submitted in writing to the Club.
The Club usually expects complaints to be made by the person concerned. However it will consider complaints made by a parent or advocate.”
It specifically covers the “allegation” you claim
If the Supporter or Steward concerned has reported “informally to a member of staff” as required (stage 1). If they feel “this does not result in satisfactory resolution, the complaint should be submitted in writing to the Club.” “Anonymous complaints cannot be investigated”
For the avoidance of doubt, if a Complaint was raised as detailed (stage 1), it didn’t get to me, so the next step in the policy should be followed. But that is all once again pure speculation and hypothetical at this point.
As you would expect, before I commented initially, I looked at the CCTV (as I said) and asked questions of the safety team to be sure of the information I had. I have checked again since and I have been given no new information to make me change the answer I gave in Q32.
Which is why I will reiterate what I said before:
“Again, the door is open if the supporter concerned wishes to get in touch, even confidentially … I promise to make sure any concern is properly dealt with.” “The Club Policy sets out what we do when we get a complaint. There has been no investigation because there has been no complaint.”
The same now applies to the anonymous “Response Steward” referred to in the post. Contact details readily available. They need to simply, get in touch with me, directly and confidentially, to share their concern and give me all their information so I can deal with it. Especially if they feel they have previously raised the issue and it has not been addressed satisfactorily or our Complaints policy has not been followed. More speculation will not change that simple position.
Q2 How many complaints, using the official complaints policy, has the club received in the last 3 months?
As I have explained before, we get complaints, feedback, comments, question whoever you label them, all the time.
Non have come saying we are using the “official complaints policy”.
We prioritise addressing issues rather than counting (I do understand for some fans the priorities may be different their own personal view and the speed of response we are able to deliver may not be what some fans like either, I have explained the challenges), so there is no data without me going back and adding up. The benefit of that compared to the cost is not worthwhile in the current circumstances.
That said, we keep details of complaints, feedback, comments are responded to and issues addressed. We are not perfect and sometimes we come up short, but as you know I front up and face the fans’ music so to speak.
As usual, I have no issue with that at all making public my answers. Its no different to the monthly fans questions. If you are going to make it public on the forum etc. please do not edit my response and put your full email question on so fans have the full picture of what was asked, and my answer.
Regards
Nigel
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Dancingbear wrote: Patty had to bend over and be given six of the best from each board member
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Mullen103 wrote: Responce from NC - straight copy/paste from email.
Hi Richard
Thanks for email. Apologies for the delay.
It looks like you have two questions:
Q1
“…In the last CUSG minutes, NC stated that there wasn't a complaint received to the club about the "patty fight incident" however it has been rumoured that an official response officer made a complaint. Could we have a further comment please on this allegation?..”
My comments are:
There was no comments in the CUSG minutes by me on this. www.carlisleunited.co.uk/news/2019/novem...vember-2019-meeting/
I did comment in the November questions in the answer to Q32 www.carlisleunited.co.uk/news/2019/novem...ecent-fan-questions/
“The Club Policy sets out what we do when we get a complaint. There has been no investigation because there has been no complaint.”
You have not offered any other detail for me to comment on whatsoever except “it has been rumoured that an official response officer made a complaint.”
The absence of any detail its almost impossible to further comment. But in the interests of trying to help, despite have nothing else to go on, I will try respond in a constructive way. I hope you understand.
I presume you are referring to the “rumour” on the forum?
I saw a post (I don’t know if this is what you are actually referring to as you don’t say) which says
“At the game on Saturday the Response team member who was witness to the incident came up to me and thought i should be made aware. The Response steward officially reported S.Pattison to the club of the incident and stated SP did infact threaten the gentleman to a fight. SP's response to the Response steward was that he "is a lying [censored]".
My comments are
This is from an anonymous poster – it doesn’t say if they are a witness, or third party, it’s a report of a conversation. Is it verbatim or an edit summary?
Your email is a further edit summary of their post
You actually say “however it has been rumoured that an official response officer made a complaint”
It refers to comments by an unnamed anonymous Response Steward with no details whatsoever of who it was reported to in the Club or what was reported or when
It doesn’t say how SP came to know of the Response stewards “official report”
It doesn’t say how anyone who come aware of the official report given I have asked if that has been one and not been told or
How the situation could arise for SP to respond in the way claimed, or
how the unnamed anonymous Response Steward became aware of the claimed response
Its a further third party allegation made on an fans forum, (not to the club or me), amongst a lot of third party speculation
I can see how on the forum this is a topic of debate and speculation, like many others, but you are actually to asking me to comment on events which are totally unsubstantiated, what you describe yourself as an “allegation” and “rumour” !
You can ask the question, but I hope you can see I am going to be drawn into commenting on what could easily be described as uncorroborated, unsubstantiated, hearsay and forum speculation or “he-said she said”. That’s fine for a fans forum, it’s not the role of a CEO.
The underlying theme is a questioning of the handling of this.
To be clear, there is no gain for the me or the club in not dealing with Complaints. Issues don’t go away by taking that approach, similarly I can only deal with issues where there is some evidence.
The Policy www.carlisleunited.co.uk/siteassets/docu...mplaints-policy-.pdf is there provide assurance and process as to how complaints will be dealt with (and avoid claims that things are not being done properly by the club or “making it up as we go along”).
I draw your attention to
“Stage 1
The Club expects complaints to be made informally to a member of staff in the first instance. The Club will then forward to the relevant member of staff. Where this does not result in satisfactory resolution, the complaint should be submitted in writing to the Club.
The Club usually expects complaints to be made by the person concerned. However it will consider complaints made by a parent or advocate.”
It specifically covers the “allegation” you claim
If the Supporter or Steward concerned has reported “informally to a member of staff” as required (stage 1). If they feel “this does not result in satisfactory resolution, the complaint should be submitted in writing to the Club.” “Anonymous complaints cannot be investigated”
For the avoidance of doubt, if a Complaint was raised as detailed (stage 1), it didn’t get to me, so the next step in the policy should be followed. But that is all once again pure speculation and hypothetical at this point.
As you would expect, before I commented initially, I looked at the CCTV (as I said) and asked questions of the safety team to be sure of the information I had. I have checked again since and I have been given no new information to make me change the answer I gave in Q32.
Which is why I will reiterate what I said before:
“Again, the door is open if the supporter concerned wishes to get in touch, even confidentially … I promise to make sure any concern is properly dealt with.” “The Club Policy sets out what we do when we get a complaint. There has been no investigation because there has been no complaint.”
The same now applies to the anonymous “Response Steward” referred to in the post. Contact details readily available. They need to simply, get in touch with me, directly and confidentially, to share their concern and give me all their information so I can deal with it. Especially if they feel they have previously raised the issue and it has not been addressed satisfactorily or our Complaints policy has not been followed. More speculation will not change that simple position.
Q2 How many complaints, using the official complaints policy, has the club received in the last 3 months?
As I have explained before, we get complaints, feedback, comments, question whoever you label them, all the time.
Non have come saying we are using the “official complaints policy”.
We prioritise addressing issues rather than counting (I do understand for some fans the priorities may be different their own personal view and the speed of response we are able to deliver may not be what some fans like either, I have explained the challenges), so there is no data without me going back and adding up. The benefit of that compared to the cost is not worthwhile in the current circumstances.
That said, we keep details of complaints, feedback, comments are responded to and issues addressed. We are not perfect and sometimes we come up short, but as you know I front up and face the fans’ music so to speak.
As usual, I have no issue with that at all making public my answers. Its no different to the monthly fans questions. If you are going to make it public on the forum etc. please do not edit my response and put your full email question on so fans have the full picture of what was asked, and my answer.
Regards
Nigel
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chedderbob247 wrote: Seriously - this thread is a waste of bandwidth.
Sending the email to Nigel was a waste of time (the content of the email itself as well as the act of doing so) and reading the response was equally a waste of my time.
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Dancingbear wrote: Or it shows there’s no situation to resolve.
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Bumble wrote: Kessler, seriously, let it go.
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Kessler wrote:
Bumble wrote: Kessler, seriously, let it go.
Bumble I already said I'm not going to talk about it on here anymore. That doesn't mean I'm letting the matter go, I still intend to get answers, but I realize there's no point in me talking in just going over the same questions on here.
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howoldboy wrote: CCU is in Nigel's pocket. We need a new representative.
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howoldboy wrote: CCU is in Nigel's pocket. We need a new representative.
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NORTHERNSOUL wrote: Not once in the minutes have I seen a statement like " In light of the current owners being a bunch of complete useless [censored] The Cumbrians Message Board calls on them to [censored] off with immediate effect "
Go on you know it makes sense.
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Kessler wrote:
NORTHERNSOUL wrote: Not once in the minutes have I seen a statement like " In light of the current owners being a bunch of complete useless [censored] The Cumbrians Message Board calls on them to [censored] off with immediate effect "
Go on you know it makes sense.
You can't really say stuff like that at a meeting. But CUOSC should be asked to issue a statement saying they have no confidence in the clubkillers and if they won't, they should be asked to explain why they aren't representing the voice of the fans.
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