- Purpose
This policy sets out how YMM handles complaints to ensure they are addressed fairly, consistently, and promptly.
We view complaints as an opportunity to learn and improve. Effective complaints handling helps us to:
• identify and correct mistakes;
• improve our services and activities; and
• maintain trust with our supporters and stakeholders
- Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the charity’s operations, including actions taken or failure to act.
Complaints may be made verbally, by phone, email, or in writing (see sections 5 and 7, and Appendix A).
We recognise that complaints are different from concerns. Where there is uncertainty, we will treat the matter as a complaint.
- Scope
This policy applies to complaints about:
• Our services and activities, including safeguarding
• Trustees, staff, volunteers and contractors, or third parties acting on our behalf
• Fundraising activities
• Data protection and data breaches
• Communications
This policy applies to all individuals acting for or on behalf of YMM, including staff, trustees, volunteers, and contractors.
- Principles
We are committed to:
• Treating all complaints seriously and respectfully
• Handling complaints fairly, consistently, and sensitively
• Responding within clear and reasonable timeframes
• Ensuring accessibility and transparency
• Using complaints to improve our work.
We will ensure that no individual is treated unfairly on the basis of protected characteristics.
- How To Make a Complaint
Complaints can be made via:
• Email: info@ymm.org.ukinfo
• Telephone: 07955 344865
• Post: YMM c/o STT Community Hub
Venture House,
Avenue Farm,
Birmingham Road,
Stratford upon Avon,
CV37 OHR
The Operations Manager is responsible for logging and coordinating all complaints and ensuring they are directed to the appropriate person for handling, where they are not received directly by the Designated Handler (see sections 6 and 7 and Appendix A for more information).
When submitting complaints, complainants should provide:
• Their name and contact details
• Details of their complaint
• Any relevant dates or supporting information
Where a complaint is made verbally, we will:
• Explain our complaints process and what will happen next
• Provide an indication of expected timescales
• Make a written record of the complaint
We may encourage the complainant to submit their complaint in writing to ensure an accurate record is maintained.
- Complaints Process
Stage 1: Initial Response
Complaints will normally be handled in the first instance by the Operations Manager or Data Protection Officer (DPO) – depending on the nature of the complaint.
We will:
- Acknowledge the complaint within 5 working days (10 working days for Data Protection complaints – see section 7.2)
- Aim to provide a full response within 20 working days
Where appropriate, the complaint may be delegated to the relevant staff member for resolution, under supervision (see Appendix B for designated handlers).
Stage 2: Review
If the complainant is not satisfied with the response, they may request a review. Reviews will be carried out by the CEO, or a Trustee who has not previously been involved in the complaint.
We aim to respond within 20 working days of the review request.
- Specific Types of Complaints – Safeguarding, Data Protection and Fundraising
- Safeguarding Complaints
We take safeguarding concerns extremely seriously and are committed to protecting children and young people.
Safeguarding concerns – including allegations, suspicions, or disclosures of abuse or harm – are not treated as standard complaints and will be handled in accordance with our Safeguarding Policy.
These concerns will be managed in line with Section 6 (Internal Governance) of our Safeguarding Policy and may involve referral to external agencies.
Safeguarding-related complaints – for example, concerns about how a safeguarding issue has been handled or about staff conduct – will be managed under this Complaints Policy, while ensuring appropriate safeguarding oversight.
All safeguarding matters may be escalated immediately to the DSL, CEO and Trustees, and confidentiality may be limited where there is a risk of harm
7.2 Data Protection Complaints and Data Breaches
If the complaint relates to how we have handled personal data, the complainant should contact our Data Protection Officer:
• Name: Peter Lovatt
• Email: peter@ymm.org.uk
We will:
• Acknowledge the complaint within 10 working days
• Respond within 20 working days
If the complainant remains dissatisfied, they may escalate the complaint to the Information Commissioner’s Office (ICO) by using the online form (ICO Data Protection Complaints Form), or via telephone on 0303 123 1113, or via email at casework@ico.org.uk , or in writing to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, England.
Personal data breaches (for example, loss, unauthorised access, or disclosure of personal data) are not treated as standard complaints. Such incidents will be handled in accordance with our GDPR (Privacy) Policy, including our data breach response procedures. Where required, breaches will be reported to the Information Commissioner’s Office and other relevant authorities.
7.3 Fundraising Complaints
We are committed to high standards in fundraising and follow the Code of Fundraising Practice set by the Fundraising Regulator.
A fundraising complaint is any expression of dissatisfaction about our fundraising activities, including those carried out by third parties on our behalf.
In the event of a fundraising complaint, we will:
• Acknowledge the complaint within 5 working days
• Investigate and respond within 20 working days
• Keep the complainant informed if additional time is required
If the complaint is upheld, we will apologise and take appropriate steps to improve our fundraising practices.
If the complainant is not satisfied with our response, the complaint may be referred to the Fundraising Regulator via telephone on 0300 999 3407, or via email at complaints@fundraisingregulator.org.uk , or in writing to: Fundraising Regulator, 50 Featherstone Street, London EC1Y 8RT.
- Escalation
Certain complaints will be escalated immediately to the Trustees, including:
• Safeguarding concerns
• Complaints involving senior staff
• Serious reputational or regulatory issues
Trustees retain overall responsibility for oversight of complaints handling and may be involved at any stage where appropriate.
Following the charity’s response to any complaint lodged, if the complainant feels that the complaint is not resolved, the complainant may escalate it externally where appropriate:
• Data protection complaints may be escalated to the Information Commissioner’s Office (see section 7.2 for contact details)
• Fundraising complaints may be escalated to the Fundraising Regulator (see section 7.3 for contact details)
• Serious concerns about the charity (such as misuse of funds, breaches of governance, or illegal activity) may be escalated to the Charity Commission. The Charity Commission can be contacted by completing their online form: https://forms.charitycommission.gov.uk/Raising-Concerns/.
- Confidentiality
All complaints will be handled sensitively and confidentially.
Information will only be shared with those who need to know in order to investigate and resolve the complaint, in line with data protection requirements.
Confidentiality may not be maintained where there is a safeguarding concern or legal obligation to disclose information.
- Recording and Monitoring
We will:
• Maintain a record of all complaints
• Retain records for 3 years
• Monitor trends and recurring issues
• Use learning to improve policies, procedures, and services
The Trustees will receive periodic reports on complaints to ensure appropriate oversight and organisational learning.
- Serious Incidents
Where a complaint involves allegation of a serious incident (such as safeguarding complaints, financial misconduct, serious governance failures, data protection breaches, illegal acts, serious operational failures), Trustees will ensure appropriate reporting to relevant authorities, including regulatory bodies where required.