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Complaints Procedure

YSS aims to work to the highest possible standards with everyone we come into contact with. However, if you have a complaint, information contained in project leaflets explains what steps you need to take.

For a complaint to be considered, it has to relate to an action by a YSS staff member, trustee, volunteer, a contractor, or agent working for YSS. You may also make a complaint about the failure, of any of these people, to take an action or decision.

YSS can consider your complaint if you have received a service from YSS

If you are a parent or carer of a child or young person who has received a service from YSS, YSS will consider your complaint.

If you are aged under 16 years, you can make a complaint directly to YSS. However, we would recommend that you have an advocate to assist you. An advocate does not have to be your parent but could be a responsible friend over 16 years of age, or someone from a specialist agency that provides advocacy services. If you wish, YSS will advise you where you may obtain independent advocacy support.



How to Complain

Face to Face

There are many different ways of making a complaint or giving feedback. You can make a complaint in writing, face to face, by e-mail, over the telephone, with the person involved. Often issues can easily be resolved if there has been a misunderstanding or breakdown in communication.

However if this is difficult or not appropriate, you should ask to discuss it with a more senior member of staff.

(If considered appropriate, YSS would look to use a restorative model, with the agreement of both parties, for informal resolutions. This would mean you meeting with the person about whom you are making a complaint and an independent person, and notes would be made. The meeting would seek to clarify, from both parties, the reason for the action being taken, how each person thought and felt about it, and agree an outcome that would be satisfactory to both individuals concerned. This form of meeting can be very powerful and prove satisfactory for all involved, allowing an opportunity to fully explain how the situation has affected them and for all parties to take away some learning.)

If you wish, you may also write formally to YSS about the complaint, should the steps described above not seem appropriate.

Pen to Paper

You may make a formal complaint in writing (or by email) to the relevant Service Manager. You should sign it and send it to YSS Suite 1 Quillgold House, Kingswood Road, Hampton Lovett, Droitwich, WR9 0QH.

The complaint will then be logged and sent to the appropriate Service Manager to investigate. (Any complaints about a Service Manager or Business and Finance Manager must be addressed directly to the Chief Executive)

Within 7 working days of receiving your letter, the Service Manager/Chief Executive will write to you and explain how your complaint will be dealt with and the date you can expect an outcome. If your complaint is about the Chief Executive, you should address your letter to the Chair of Trustees.

If you are not satisfied with the outcome

You can appeal within 15 working days of receiving the outcome, by writing to the Chair of Trustees explaining why you want to appeal.

A panel, including of at least one trustee, will look at your appeal. They may ask to meet with you and the investigating officer. The outcome will be sent to you within 20 working days of the receipt of the appeal. The panel will inform you if they need longer to make a decision.

Complaint Monitoring

All complaints received by YSS staff must be recorded and passed to line managers and service managers. The Chief Executive of YSS will monitor all complaints and review any issues that arise with Service Managers at BMG.