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How to make a complaint

At UK Youth, we are committed to providing high-quality programmes, services, and support for young people, partners and stakeholders we work with. We aim to get things right, but we know that sometimes concerns arise. When they do, we want to hear from you.

We value complaints and see them as an important way to learn, improve, and ensure we are delivering the best possible experience for everyone who interacts with us.

What you can expect from us

If you raise a concern or make a complaint, we will:

Treat your complaint seriously
Listen with respect and without judgement
Respond promptly and fairly
Handle your information sensitively and confidentially
Explain what we can and cannot do
Act where things have gone wrong
Use your feedback to improve our services

You will never be treated unfairly for raising a concern.

What you can complain about

You can complain if you are unhappy with:

A service or programme we provide
A decision we have made
How we have communicated with you
The behaviour of a staff member, volunteer, or representative
A failure to follow a policy, a process, or a contractual obligation
Delays, errors, poor service, or unmet expectations

If your concern relates to safeguarding, whistleblowing, fundraising, or data protection, we will direct you to the appropriate process.

Complaints about personal data

If your concern relates to how UK Youth has collected, used, or managed your personal data, you can raise a complaint using the same contact routes listed on this page.

We handle data protection complaints in line with our Data Protection and Privacy Policy.

How to make a complaint

Ideally, complaints are raised with directly with a staff member when an issue occurs, but we understand that this is not always possible. All complaints are handled through UK Youth’s central complaints process and can be made using our complaint form.

We encourage you to use our online complaint form wherever possible, as it ensures your concern is recorded accurately, securely, and without delay.

Complete our online complaints form here

What other ways can I contact you regarding a complaint?

If you prefer another method or require any support, we will still accept your complaint and ensure it is recorded in our central system.

You can email us at complaints@ukyouth.org.

If you would prefer to speak to someone by phone or submit your complaint by post, please see our contact details here

What happens next?

We aim to resolve concerns as quickly as possible. Whenever possible, we strive to put things right straight away.

If your complaint needs more detailed consideration:

We will acknowledge it within five working days
A senior manager will review and investigate
We will aim to give you a full response within 20 working days

If you are not satisfied with the outcome, you may ask for your complaint to be reviewed by our Senior Leadership Team, and in certain circumstances, by the Board of Trustees.

If you remian unhappy.

If you have completed our process and still feel your concern has not been resolved, you can contact:

The Charity Commission (for serious concerns about governance or misuse of charitable funds)
The Fundraising Regulator (for fundraising-related complaints)
The Information Commissioner’s Office (for data protection concerns)

We will provide information on how to do this if needed.

Your feedback matters.

Complaints help us improve.

We review feedback regularly and report themes to our governance committees to ensure learning leads to real change.

Thank you for helping us strengthen our services for young people.

How to make a complaint

What you can expect from us

What you can complain about

Complaints about personal data

How to make a complaint

What other ways can I contact you regarding a complaint?

What happens next?

If you remian unhappy.

Your feedback matters.

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