HOW TO GIVE UK YOUTH YOUR COMMENTS
Introduction
UK Youth exists to develop and promote innovative non-formal education programmes for and with young people – working with them to develop their potential.My team and I are committed to providing a high quality service and believe that all comments from those with whom we work are valuable feedback that helps UK Youth to develop and improve.We therefore welcome comments on any aspect of our service and would be pleased to hear your views on how we’re doing.I hope that your comments are positive, but I know that things sometimes go wrong; if you’ve had a problem with UK Youth, we want to do everything we can to put things right and to learn from our mistakes.
We will consider carefully all comments we receive and treat your views with respect and dignity; however, occasionally people making complaints or criticisms may behave in a way which makes it difficult for UK Youth to deal properly with their comments; UK Youth does not expect its employees to tolerate unacceptable behaviour by anybody and will take action to protect its employees from abusive, offensive or threatening behaviour.
This document explains how you can give us your comments, whether they’re compliments, suggestions, complaints or criticisms, and what we will do with them. It is not intended to affect an individual’s right to pursue a complaint under any appropriate legislation, but is intended to provide a mechanism for dealing with any problems swiftly and effectively.
How to give UK Youth your Comments
By “Comments” we mean compliments, suggestions, complaints or criticisms about any aspect of UK Youth’s work. If you simply have a question about any of our products or services or wish to make a booking and don’t know whom to contact, please call 01425 672347 or email info@ukyouth.org and we’ll put you in touch with the right person.
If, however, you have a Comment, then you can contact us using a number of different means.We’d prefer your comments to be in writing, as it means we can pass them to the appropriate person more easily and can also be sure that we have got all your views, but you can telephone us if this is easier for you.
There is a Comments Form on our website, which you can download and then post, fax or email to us.(click here for the form) Using the form will ensure that we have all the necessary information, but, if you prefer not to use a form, you can write a letter or send an email.
The address to send your comments is:
Norma Murray
Acting Director of Central Services
UK Youth
Avon Tyrrell
Bransgore
Hampshire BH23 8EE
If you prefer to telephone, then please contact Norma Murray on 0845 8620154.
Whichever way you choose to give us your comments, please ensure that you help us to deal with them effectively by giving us:
Your name and details of how you’d like us to contact you
Details of your compliment, suggestion, complaint or criticism
Details of what you’d like us to do about your comment
What you can expect from us
In dealing with your Comments:
We will acknowledge all comments and respond in more detail to those requiring a response;
We will welcome your comments and treat your views with respect and dignity;
We will deal with all comments promptly, fairly, sensitively and appropriately in accordance with our Customer Care guidelines; this includes ensuring that employees involved in responding to comments are polite and give you their names;
We will take all complaints and criticisms seriously;
We will ensure that anyone who makes a complaint or criticism is not treated less favourably, victimised or harassed in any way by an employee; any such behaviour will lead to disciplinary action;
We will monitor and review comments on a regular basis in order to learn from feedback, both positive and negative.
Your comment will be passed to the most appropriate person to action and we aim to acknowledge all comments within ten working days wherever possible.In acknowledging receipt, we will give you an indication of how long it will take to send you a fuller response, where one is required; this will depend on the nature and complexity of your comment.
Where a fuller response is required, we will give you the details we can e.g. of the actions we’ve taken, or will take, as a result of your comments, or an explanation of what we did or an apology if we got something wrong.In some cases the law may dictate that issues are handled in a specific way, possibly delaying a response. For example, there are laws governing the way we handle Health and Safety, including Child Protection, issues, as well as laws governing the way we handle complaints about employees. Where this is the case, we may not be able to give you full details of any investigation.
The response will include the name of a person to whom you can escalate the matter if you are not happy with the response you receive; this will depend on the nature of your comment and on who sent you the response, but will normally be the respondent’s director.
Conclusion
We at UK Youth pride ourselves on delivering high quality services and we always wish to provide the best service possible.We do understand that sometimes things go wrong and therefore our Comments procedures, including this document, have been written to assist you and us to resolve problems quickly and efficiently and to help us learn lessons if we need to.We hope that you will use this procedure as it is intended and that you find it helpful to know how we will deal with your comments.
John Bateman OBE
Chief Executive
