How to make a complaint

We hope you are happy with the service we provide

If you have a complaint or concern about our work, we want to hear from you so that we can continue to improve what we do and how we do it

1. Please tell us as soon as you can

2. You can tell anyone who works for YMCA Sutton Coldfield

3. Clearly explain what is wrong

• What your complaint is about

• When something happened or when we failed to do something

• Who was involved – for example, if it’s about your child or a specific person who works for us

• What you think is the cause or consequence of the problem

• What you would like us to do about it

4. Remember to give us your contact details so that we can respond

• Your name

• How you want us to contact you – phone, email, letter

• Your contact details – mobile number, email or home address

5. You can choose how to tell us

• Speak to someone

• Send us an email to admin@ymcasc.org.uk

• Phone us on 0121 354 5614

• Write us a letter to Chief Executive Officer, YMCA Sutton Coldfield, George Williams House, Watson Close, St Bernard’s Road, Sutton Coldfield, B72 1LE

• Ask us how you can contact the Chair of the Trustee Board

We will tell you:

• When we have received your complaint

• What we are going to do and how long this should take

• Our decision and any action we may take as a result