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YMCA
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What we do
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Get Involved
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YMCA
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What we do
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Get Involved
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YMCA
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What we do
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Get Involved
Complaints and feedback
Complaints and feedback
At YMCA St Helens, we are committed to providing high-quality services and creating positive experiences for everyone who engages with us.
We welcome feedback and take all complaints seriously, as they help us learn, improve, and ensure we are meeting the needs of our community. If you are unhappy with any aspect of our services, staff, volunteers, or activities, we encourage you to let us know.
We will listen to your concerns, investigate them fairly and confidentially, and work to resolve them as quickly as possible. Your feedback is important to us and helps us continue to improve the support and services we provide.
What is a complaint?
A complaint is where dissatisfaction is expressed about a service, and we have been unable to remedy the situation to the customer’s satisfaction.
Making a complaint
A complaint can be raised within 12 months of the occurrence which is being complained about in the following ways:
Completing a complaint form available from any YMCA St Helens reception and handing it in at reception.
By letter to the Complaints Department, YMCA St Helens, 2 North Road, St Helens, Merseyside, WA10 2TJ
By Email to complaints@ymcasthelens.org.uk
Completing the complaint form on the YMCA St Helens website ymcasthelens.org.uk
Verbally to a member of staff who will support the complainant in completing a complaint form.
Stage 1: Complaint
We will respond within 5 working days and will acknowledge receipt of the complaint.
We will then arrange to meet with the complainant (where appropriate) to review the complaint and gather further information.
Within 10 working days we will write to the complainant setting out our findings and if necessary, offering resolution.
If the complainant is not satisfied with the response to the complaint, they have the right to appeal within 2 weeks.
Stage 2: Appeal against decision
A review of the decision will be taken by a member of the Senior Leadership Team or other appointed person who was not involved in the original decision.
Appeals against a decision will be progressed within 5 working days and will acknowledge receipt of the appeal.
The officer hearing the appeal will arrange to meet with the complainant (where appropriate) to understand the grounds for the appeal.
Within 20 working days we will write to the complainant setting out our findings and if necessary, offering resolution.
Housing complaints policy
Complaints performance and service improvement report
Complaint handling self assessment
Complaints form
Complaint Form
If you are unsatisfied with the service you have receive please fill out the below form, and a member of the team will be in touch within 5 working days.