Complaints Policy & Procedure

1. General Statement of Intent

1.1 Frontier Youth Trust is committed to providing a high quality service. We acknowledge that we may not always get it right and, when this happens, would like to know what has gone wrong so that we can sort out the situation as quickly as possible and try to ensure that it does not happen again. This policy applies equally to young people whom we work with and youth workers to whom we may be offering training, support, consultation, non-managerial supervision, advice, information etc.

1.2 Frontier Youth Trust believes that your views are important and that complaints give us valuable information about the way we provide our service and how we can improve it.

1.3 It is also important for us to receive feedback on the service provided when things go right, so that we can build on that good service for all those who come into contact with us

1.4 You can put your complaint in writing by post or e-mail to the Chief Executive – Dave Wiles wiles119@aol.com or Frontier Youth Trust, Unit 208b, The Big Peg, 120 Vyse Street, Jewellery Quarter, Birmingham, B18 6NF, Tel: 0121 687 3505.

1.5 Please make sure you tell us:
- what has happened;
- when it happened;
- the background to the problem, if you think it is relevant;
- what you’ve done to try and sort it out (if appropriate);
- what you want us to do to put things right (if appropriate);

1.6 We will acknowledge it within a week of receipt and investigate it as quickly as possible. We may contact you for further information.

1.7 Normally the complaint will be investigated by the line manager of the member of staff responsible for providing the service you have complained about. This manager will write to you within four weeks telling you the result of his/her investigation. If you are not satisfied with the outcome, you can ask the Chief Executive to review the handling and investigation of your complaint. If after this you are still not satisfied, you may write to the Chair of the Trustee Board at the above address.

1.8 This policy will be brought to the attention of those who use our services by:
- Ensuring it is displayed in any setting where we are directly responsible for youth work
- Referring to it’s availability in all evaluation forms at training events, conferences etc
- Posting it on our web site

Feedback on our work: Frontier Youth Trust welcomes all feedback on our work (positive and negative – see 1.3 above) as it is an important element of our learning and development – please do contact us – directly or through our web site at any time – or 0121 687 3505