YMCA Fylde Coast Fundraising Complaints procedure

Read more about our Fundraising Promise here

Without your support we would not be able to transform people’s lives by providing an inspirational journey which supports and develops individuals, with a focus on young people. However, we know that there may be times when we do not meet our own high standards. When this does happen we want to hear about it, deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve. We always thank people who contact us about their problems, concerns or worries.

We seek to ensure that complaints:

  • are listened to and investigated thoroughly
  • are dealt with consistently throughout YMCA Fylde Coast
  • are acknowledged speedily and recorded
  • are dealt with in an appropriate, fair and timely manner
  • are learned from.

The complaints procedure

 If you would like to make a complaint to YMCA Fylde Coast, you can contact us using any of these options:

Call us on 01253 893928  (Monday to Friday, 9am to 5pm)

Email us at info@supportlakeside.org.uk

Write to our Director of Development and Quality

YMCA Fylde Coast

St Albans Road, St Annes

Lancashire

FY8 1XD

 

We will acknowledge your complaint within five working days of receiving a complaint and send a formal response within three weeks.

If you are not happy with our response please let us know as soon as possible. Your complaint will be referred to a more senior member of staff, who will carry out a review and let you know the outcome.

If you remain dissatisfied with our response you can contact the Charity Commission (0845 300 0218 or www.charitycommission.gov.uk) for advice.

Fill in our on line feedback form

Your personal information

If you use our complaints procedure, you are agreeing that we can use any personal information you send us for purposes connected with your complaint. We will only give your personal information to other people and organisations if you have given us permission to do so. If you are able to give this permission when you contact us with details of your complaint, this can help us to start the investigation quickly.

The Fundraising Regulator & YMCA Fylde Coast

FR_RegLogo_LRWe are a member of the Fundraising Regulator (FR). The FR is the body for self-regulation of fundraising in the UK. The FR scheme is open to all fundraising organisations. As a member of the FR, YMCA Fylde Coast agrees to adhere to the highest standards of good practice with our fundraising and a Fundraising Promise. You can read the Fundraising Promise on the FR website. You are entitled to take your complaint directly to the FR. Their contact details are: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. Telephone: 0300 999 3407. Email: enquiries@fundraisingregulator.org.uk.