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Jumpers! complaints procedure

 If you are unhappy with any part of the service you receive from YMCA West London then there is an official complaints procedure that we would encourage you to use. This will make sure that we improve our service for the future. We try to make it easy for you to make a complaint or give feedback and we try to make sure you get a quick response. We always give you the right to a second opinion and we will try to keep you informed of progress in dealing with your complaint. There are posters with more information about this displayed in and around the setting, but in brief it works as follows:

  1. Talk to the person you normally deal with: They may not be aware of the problem and be only to happy to deal with it. If nothing seems to happen as a result of that, or if you don’t have regular contact with us, you should:
  2. Contact the manager of the service you want to talk to us about: If you are still not satisfied then:
  3. Contact a senior manager.
  4. Contact other external organisations: If you don’t feel that your complaint has been sorted out using the stages above (or if your complaint has a public interest aspect) you may write to external organisations.