Complaints Policy

YMCA recognises the importance of customer feedback and we welcome compliments, comments and complaints about our services. Our team is committed to using your feedback to help drive forward improvements. It is good to know when we have done something well or when our services are meeting the needs of our customers and being delivered effectively.

A comment or compliment can be:

• What customers think about our services and policies
• Ideas on how we can improve our services
• Informing us of their satisfaction with a service, activity or a particular member of staff

If you would like to leave a public review on our Facebook or Google Business Pages, please search for your relevant YMCA location and leave your comment there for others to see.

A complaint is a way of letting us know that customers are not happy with a particular service, in particular

• Customers think we have not done something we should have done
• YMCA has done something badly or in the wrong way
• Customers think they have been treated unfairly or impolitely

If you would like to make comments, compliments or complaints, you can download our online form. Once completed, you can either print out and hand it to a member of staff or email your form to natalie.gilliland@ymcabc.org.uk

If a response is required, we will respond to your comment within 7 working days.

Response from Governing Body:

“We have reviewed the Annual Complaints Performance and Service Improvement Report and are satisfied that it provides a transparent and accurate account of complaints handling during the year. We recognise the importance of learning from complaints and are committed to ensuring that the identified improvements are implemented and monitored. We will continue to oversee complaints performance to ensure compliance with the Housing Ombudsman’s Complaint Handling Code and to support continuous service improvement.”

Board & Member Responsible for Complaints