This page lists frequently asked questions from our members. We have grouped the FAQs into themes and we will continue to add new FAQs throughout the season.
If you would like to see something listed on here, drop us an email via firstname.lastname@example.org.
How to Join
Q. I'm interested in playing hockey, how do I go about joining?
A. Contact one of our Club Reps for more information on our St Ives HC (email@example.com / firstname.lastname@example.org / email@example.com). They will invite you to try out a taster session before making the committment to join the club.
Q. I've attended a taster session and would like to join as a member, what do I do?
A. Visit the website and under the Contact Us tab click 'Join the Club'. Fill out all of the details required in the application form and submit, include in the comments box that you've already attended a taster session so we know you've already been communicated with. This form will then be approved by the Website Officer and you will receive an email asking you to set a username/password and to complete further memebrship details, including Direct Debit information.
Q. How do I set up my Direct Debit?
A. Once registered and logged in, click on the 'My Account' tab. On the next page click on the blue 'Edit settings' button on the right hand side of the screen. The next page will give you the option to input Direct Debit information, complete all information boxes and save.
Q. I have forgotten my username/password and cannot log in. Can you reset this?
A. The Web Officer does not have access to usernames or passwords, so it is vital youo keep these memorable and safe. Resetting passwords and getting username reminders can be manually managed through the Log In screen of the website.
Password - To reset your password, on the Log In page click Forgotten Password and it will send an automated email to the email address linked to the account.
Username - To get a username reminder, on the Log In page click Forgotten Password and on the next screen click Get a Username Reminder. This will send an automated email to the email address linked to the account.
Q. What memberships do you offer?
A. We offer a variety of memberships as listed in our finance policy. We also offer memberships for University Students and Adult Students, please contact firstname.lastname@example.org for more information.
If you have any sort of financial difficulties, please talk to the treasurer, as the club is committed to enabling as many people to play as possible.
Q. I am currently unemployed but would lik to continue playing, can I pay reduced fees?
A. We offer opportunities for everyone to play, regardless of employment circumstances. For more information contact our treasurer via email@example.com.
Q. How do I pay my annual subs?
A. All payments are now taken automatically via Direct Debit, as set up through the membership under the My Account tab. Statements will be issued automatically on the 15th of the month and payment taken on the 1st of the following month. Any queries relating to charges should be directed to firstname.lastname@example.org. A maximum of £60 will be taken each month, until the account reaches zero.
Q. What am I paying for via Direct Debit?
A. All payments will now be taken via DD, this includes annual subs, match fees, tournament fees, new kit purchases and the end of season dinner/dance.
Q. I have a large amount to settle on my account, can I pay this off early?
A. If you have a large amount owing due to linked accounts or large purchases of kit, these can be paid off early by contacting email@example.com and arranging a bank transfer.
Q. I've been charged to much / for a match I haven't played, how do I get refunded?
A. As soon as your statement comes through please check for anomalies. If you do notice a mistake please highlight this with the Treasurer by emailing firstname.lastname@example.org, whilst also CC'ing in your Captain/Rep, who will be able to support your claim. If the overcharge was noticed after payment was taken, this will be reimbursed on your next statement, or earlier by bank transfer if a large amount.
Q. I want to play matches, who should I contact?
A. If you would like to participate in game play, Senior or Junior, please contact the appropriate Club Rep in the first instance (email@example.com / firstname.lastname@example.org / email@example.com).
Q. I haven't been selected to play this week / I have been selected for a different team, why is that?
A. Match selections are decided between the Club Rep and all Team Captains as a collective, suiting the needs of all teams on that given week. Any queries relating to selection should be directed to the Club Rep (as above) and the appropriate Team Captain, who will be able to exlplain in more detail their decision making process.
Training / Coaching Team
Q. I can't train regularly but would still like to play, is this possible?
A. We try to accomodate all circumstances, please communicate with the Club Rep and Team Captain regarding your own personal scenario and we will try our best to accomodate you.
Q. Do I have to pay to train, how do I do this?
A. Training fees are covered in our annual subs and are taken via DD, for those training & playing or those just training. Please refer to our finance policy for fees.
Q. What session should I be training in (Senior / Junior)?
A. All our sessions are based on ability, not age, in order to accomodate different skill levels. For senior training please speak to the appropriate Club Rep (see above) and for junior training please contact firstname.lastname@example.org.
Q. When will my child move into the next Junior session?
A. The coaches are continuously talking to each other and will identify when a child is ready to be moved up, to be challenged. If you would like to discuss this please speak to the Junior Rep on the registration desk and they will speak to the coaches directly.
Q. I want to become a Coach, can the club support me?
A. Yes, we believe in supporting the development of home grown coaches. What ever level you currently coach at, or if you are a beginner, please contact email@example.com for more information.
Volunteering / Management Team
Q. I want to volunteer some time back to the club, what roles can I undertake?
A. We have various roles within the club that require support and we are always looking for members to give back to the club. If you would like to get involved in a role, or have an idea about a new role that the club is missing, please contact firstname.lastname@example.org.
Q. I have a query I would like discussed at the next management meeting, how do I pass this on?
A. Please email any queries to email@example.com or speak to a mangement team member at the club.
Duty of Care / Welfare
Q. Who do I go to if I have a concern about the club or a club member?
A. We take the welfare of our members very seriously and all incidents (inc. health & safety) should be raised with our Welfare Officer on firstname.lastname@example.org. If your concern is not suitable for the welfare officer, you can contact any member of the management team in confidence, or if appropriate, the england hockey welfare office at email@example.com
Q. I have a concern about the facility, who should I contact?
A. As mentioned above, all instances should be raised with our Welfare Officer, who will then make contact with the appropriate CPO/Health & Safety Manager at the District Council.