Feedback, Compliments and Complaints Policy 

 

Sometimes we make mistakes…

Although we strive for the absolute best for all our clients, sometimes we might get it wrong or could have done things differently and we really want to learn from our mistakes.

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If you feel that’s the case, then please tell us as soon as you can so that we can try and make things right as quickly and as efficiently as possible. The sooner you let us know something isn’t right, the sooner we can look into what’s worrying you.

Whatever you want to tell us, the best place to start is to feedback directly to us. You can write or email and we will do our best to help because we genuinely want to sort things out with you.

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We promise to support you with your complaint and will treat you respectfully and efficiently so that we can get to the bottom of things as quickly and as helpfully as possible and we ask that you communicate your concerns to us in the same way.

For general feedback, compliments or complaints please email: info@youthuntroubled.uk

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Please let us know what is concerning you and whether you are:

• A current client

• A client who has finished work with Youth Untroubled

• You are attending a parenting programme or have attended one previously

• You are an external organisation or referrer into one of our services

• You are not the client but are concerned about the service a client has received or is receiving

 

We will acknowledge your complaint within 48 hours (or 72 hours if it’s over a weekend). Within 15 working days of that acknowledgement, you should have had a reply either answering your query, or explaining what we’re doing to follow things up. If for any reason we can’t keep to this time frame, we’ll let you know and keep you up to date with what’s happening. Sometimes we might ask to talk with you again to make sure we’ve properly understood what you’re unhappy about.