Compliments and complaints

YMCA Exeter aims to offer the best possible service to all our young people. We love to hear stories about how you are involved with YMCA Exeter and any compliments you might have about our services.

We also take a really positive approach to complaints, seeing them as a way in which our young people and others may help us identify ways in which their expectations are not being met satisfactorily and enabling us to improve our service. We aim to:

• Provide a fair complaints procedure which is accessible, simple and clear to use
• Investigate all complaints in a timely and thorough manner, responding to you within 14 days
• Resolve complaints and restore relationships between the organisation and the complainant

 YMCA Exeter promise to:

• Treat all complaints seriously
• Treat the complainant with respect and fairness
• Treat the complaint with understanding and sensitivity

We are conscious that our young people may at times find reporting concerns very difficult, and this can be particularly challenging for those with learning difficulties, or if there are language or communication barriers such as English not being their first language. We will therefore provide them with the support they need to be able to communicate their complaints effectively.

Complaints may be made verbally or in writing. If you’re a resident or young person supported by YMCA Exeter you can speak to your support worker and/or if you are a member of the public you can call our office on 01392 410530, email us at offic@ymcaexeter.org.uk, or completing the form on this page.

We will investigate your complaint thoroughly as quickly as possible and the findings and action taken will normally be reported back to you within 14 days. If this is not possible, the complainant shall be informed of the reason for the delay and when we can provide a response.

If the complainant is not satisfied with the findings and action taken, they may ask for the matter to be passed in writing to our Joint Chief Executives. They will investigate the matter and respond in writing or by means of a meeting 14 days. If the complainant is still not satisfied, they may pass the matter to the Chair of the Board who shall consider the complaint and decide on any action to be taken within 14 days of the complaint being passed to them. The decision of the Chair shall be final.

Housing Ombudsman

YMCA Exeter residents and tenants may at any time contact the Housing Ombudsman with their complaint, but such a complaint will not be considered by the Ombudsman until the internal appeals process has been exhausted.

Fundraising and direct marketing complaints

If your complaint is Fundraising & Direct Marketing related we will ask you to contact the Fundraising Regulator (www.fundraisingregulator.org.uk / 0300 999 3404) to begin the complaints process. We adhere to the Fundraising Promise as laid out by the Fundraising Regulator, the promise can be viewed here.

• Complete our online contact form on this page
• Email us: office@ymcaexeter.org.uk
• Call us: 01392 410530 (9am – 5pm Monday to Friday, excluding bank holidays)