Complaints and concerns

What this covers

This process covers complaints about our services, our people, our website, how we handled your information, and concerns about safeguarding or equality in connection with our work. Anyone can use it: partners, participants, parents and carers, young people and members of the public.

How to complain

• Email hello@youngfuturesdigital.co.uk with the subject “Complaint or concern”.
• Write to Young Futures Digital Limited, 124-128 City Road, London EC1V 2NX.
• Ask the named lead for your project, or the youth worker or teacher who introduced us, to pass on your concern.
• Ask us to arrange another format or a phone call if writing is not accessible for you.

Urgent concerns

If someone is in immediate danger, call 999. For a safeguarding concern about our work, use the subject “Safeguarding concern” so that it reaches the designated lead, and see the safeguarding policy. Safeguarding concerns are acted on before anything else.

What happens next

• We acknowledge your complaint within one working day (three working days for postal complaints).
• A named senior person who was not involved in the matter investigates.
• We give you a written response within ten working days. If it will take longer we tell you why and when to expect it.
• The response says what we found, what we will do and by when, and how to take it further if you disagree.

Taking it further

If you are not satisfied with our response, tell us and we will review it once more with someone not previously involved. Complaints about how we handled personal information can also go to the Information Commissioner’s Office. Complaints about work we deliver under contract to a council or charity can also be made through that organisation’s own complaints process.

Learning

We record complaints and what changed as a result. We publish an annual summary of numbers and themes, without identifying anyone.

Contact and review

Questions about this policy: hello@youngfuturesdigital.co.uk.

We keep this policy under regular review and update it whenever the law, guidance or our services change.