Complaints Policy

Youth Dreams Project Ltd is committed to providing a high quality Sports Coaching service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat a complaint as any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

Courtesy and respect

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect and fairness. We will not tolerate threatening, abusive or unreasonable behaviour by any complainant.

How to make a complaint

You can make a complaint by email to: luke.kennedy@youthdreamsproject.co.uk

When making your complaint please include:

· your name and email address

· what your complaint is about, and

· any other requirement (for example, if you need your response sent by post rather than email).

Please try to be as clear as possible. This will help us understand your complaint and respond to you promptly. If a complaint is unclear, we may ask you for more information to help us to understand. If you do not provide the information we need when asked, we may not be able to help you.

Outcome

We will give a fair and balanced description of what happened and what conclusions we have reached on your complaint. If we are able to put things right, we will try to. If we can’t put things right, we will be open and honest, say sorry, explain what went wrong (and why) and try to improve in the future.

This policy was ratified on 1st January 2023.

Luke Kennedy, Managing Director

Youth Dreams Project