1. About this policy

Youth Futures Foundation is an independent, not-for-profit organisation established in December 2019 to improve employment outcomes for young people from marginalised backgrounds. Our aim is to narrow employment gaps by identifying what works and why, investing in evidence generation and innovation, and igniting a movement for change so all young people have fair access to good quality jobs.

We are committed to conducting our business with honesty and integrity, and we expect all those who work with us to maintain high standards in accordance with our policies and our values. However, we recognise that there may be occasions when those who have dealings with our organisation may feel we did not achieve the level of service that they expect and may wish to make a complaint.

If this does happen, we want to hear from those affected and so be able to learn and develop if we have not performed as we should have.

2. Aims

The aims of this policy are:

  1. To encourage anyone who wishes to inform us of any shortcomings or complain of a poor experience to do so in the knowledge that their concerns will be taken seriously and investigated as appropriate;
  2. To provide anyone with a complaint with guidance as to how to raise complaints;
  3. To reassure anyone who complains that their concerns will be appropriately dealt with;
  4. To have a transparent process that supports the resolution of complaints; and
  5. To help Youth Futures Foundation learn from feedback and make improvements where necessary.
3. Scope

This policy covers the handling of all complaints from all external stakeholders.

4. How to make a Complaint

Complaints can be made by email or post.

  1. By email
    You can send an email to [email protected] with “Complaint” in the subject line.
  2. By post
    Send your complaints by post to:Complaints
    Company Secretary
    Youth Futures Foundation
    Tintagel House
    92 Albert Embankment
    London SE1 7TY

We will send you a letter acknowledging receipt of your complaint within five working days of receiving it.

5. What to include

To help us resolve your complaint as quickly as possible, please provide as much detail as possible, clearly stating:

  1. what happened;
  2. when it happened;
  3. who you dealt with;
  4. any documents and / or correspondence; and
  5. what resolution you seek.
6. How we deal with your complaint

We have a 2-stage complaints procedure that is designed to ensure the timely and proper consideration of any complaint.

At each stage, our procedure will be as follows:

  1. Stage 1
    1. In the first instance, we will seek to resolve your complaint by discussing it with the Director of the area or team against whom the complaint has been made to understand what took place.
    2. We will respond to you in writing, within 15 working days of receiving the complaint, using the same method through which the complaint was received, by post or by email.
    3. Our correspondence will set out the findings of our investigation, the decisions we have reached and any action to be taken. It will also set out what options you have.
  2. Stage 2
    1. If you are dissatisfied with the stage 1 response, you should inform us in writing, by email or post.
    2. We will write to you within five working days acknowledging receipt of your request for a further review.
    3. We will then arrange for someone unconnected with the matter at YFF to review the circumstances and the initial decision.
    4. We will then provide a further response to you in writing, within 15 working days of receiving your request for a review, using the same method through which the request was received, by post or by email, confirming our final position on your complaint and explaining our reasons. This will be the end of the process.

We aim to complete all complaints within the timescales set out. However, if we find that a complaint is complex and we are not able to resolve it in the given time, we will extend the time limit. If this is the case, we will keep you informed of progress with the investigation, the reasons for the delay, and the new deadline.

7. Your rights and what we do with your information

The details of any complaint received by Youth Futures and the measures taken for its resolution will be logged in a Complaints Register which is maintained by the Company Secretary. The register helps us to monitor the number and nature of complaints received, the actions taken and the speed with which complaints were dealt with and will also form part of the periodic reports we provide and part of performance monitoring. Where possible and appropriate we will seek to maintain confidentiality in relation to any compliant raised.

Information on how we use your data is available on our website.

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