• TEXT SIZE

Compliments and Complaints

Compliments

Compliments are helpful to us in understanding the things that the YMCA and particular members of staff are doing well.

If you would like to compliment a staff member, please use one of the compliments slips from your welcome pack (in the case of resident clients) or ask for one at reception or the Supported Accommodation Office.

Please leave your completed slip at reception for the Deputy Chief Executive. She will make sure that it’s passed on to the appropriate person.

You can, of course, write to the Deputy Chief Executive in another format or speak to her directly if you prefer.

If you would like to compliment the YMCA on its services, a particular event that you’ve enjoyed or a change that has been made recently, please tell the Deputy Chief Executive, in person or in writing. In some cases, your compliment will be passed on to the Chief Executive or our Board of Governors.

Please note that we do log all compliments; passing them to us via the Deputy Chief Executive ensures that we can do this.

 

Complaints

YMCA Doncaster treats complaints carefully and seriously. Our intention is always to resolve problems to everyone’s benefit.

Our staff and volunteers work very hard to make sure that everyone receives the services and support they need. We appreciate that we make mistakes sometimes. We’d like to know about them so that we can work with you to try to improve things next time.

We are able to accept complaints from people who are currently involved in the YMCA, and from external individuals and organisations.

If you have decided to raise a formal complaint, we ask that you use the step-by-step procedure below.

 

If you have a complaint about a Supported Accommodation client or visitor

You should first speak with the member of staff in the Supported Accommodation Duty Office. They will speak to you within two hours to make notes of your complaint.

That person will then begin the process of investigating your complaint. Investigating may include talking to the person you’ve complained about, talking to staff, talking to others or looking at other information. This may take several days, depending on how complex the issue is.

If the complaint is very complex, you will receive an update every 14 days.

Once the person has finished their investigation, they will give you any information that they’re able to on how they’ve resolved your complaint. They will not be able to give you information that is confidential.

If you are not satisfied that the complaint has been dealt with properly, please ask to speak with the Deputy Chief Executive next time she is on duty. If this is more than two days ahead, you may ask to speak with the Chief Executive.

If you have spoken with the Deputy Chief Executive and you do not feel that she has dealt with your complaint properly, please put your complaint in writing for her. She will then respond to you in writing within 21 days.

If you are not satisfied with the Deputy Chief Executive’s written reply, please put the details in writing and pass to the Chief Executive. The Chief Executive will respond to you in writing within 21 days, and will tell you what to do if you are still not satisfied.

 

If you have a complaint about a staff member or volunteer

Please ask to speak with the Deputy Chief Executive next time she is on duty. If this is more than two days ahead, you may ask to speak with the Chief Executive.

If you have a complaint about the Deputy Chief Executive, please ask to speak with the Chief Executive next time she is on duty. This may be up to two weeks ahead if she is on leave.

The Deputy Chief Executive will assign someone appropriate to investigate your complaint. She will tell you who this person is. She will not usually investigate your complaint herself.

That person will then begin the process of investigating your complaint. Investigating may include talking to the person you’ve complained about, talking to staff, talking to others or looking at other information. This may take several days, depending on how complex the issue is.

If the complaint is very complex, you will receive an update every 14 days.

If your case is particularly serious, the investigation may take much longer. The Deputy Chief Executive will give you as much information as possible. She will not be able to give you information that is confidential.

Once the person has finished their investigation, this will be given to the Deputy Chief Executive. She will then consider the situation, take relevant action if necessary and give you information on how your complaint has been resolved. She will not be able to give you information that is confidential.

If you are not satisfied that the complaint has been dealt with properly, please put your reasons in writing to the Deputy Chief Executive. She will then respond to you in writing within 21 days.

If you are not satisfied with the Deputy Chief Executive’s written reply, please put the details in writing and pass to the Chief Executive. The Chief Executive will respond to you in writing within 21 days.

Quick links