Complaints Policy

At YMCA Black Country Group, we welcome your feedback. Whether you want to make a compliment, share a suggestion, raise a concern, or make a complaint, we are committed to listening and responding fairly.

We take all complaints seriously and aim to resolve issues as quickly as possible. Our complaints process is easy to access, fair, transparent, and designed to put things right where we have fallen short. We also use feedback and complaints to learn and improve our services.

You can contact us in whichever way is easiest for you, including by phone, email, online via facebook or google or in person. You do not need to complete a specific form or put your complaint in writing.

Our complaints process has two stages:

• Stage 1: We will acknowledge your complaint within 5 working days and provide a full response within 10 working days.
• Stage 2: If you remain dissatisfied, you can ask for a review. We will acknowledge your request within 5 working days and provide a final response within 20 working days.

We will make reasonable adjustments where needed and can work with advocates, support workers, or representatives acting on your behalf.

If you remain dissatisfied after completing our complaints process, residents of our housing services can refer their complaint to the Housing Ombudsman Service. You can also contact the Ombudsman at any stage for advice and guidance.

Customers of our Early Years service can refer their complaint to Ofsted.

For more information, please see our full Compliments, Comments and Complaints Policy.

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 – 8th July 2026