Customer charter

We're an ISO 9001:2015 accredited organisation committed to continuous improvement.

As part of Central YMCA – the world’s first YMCA – our vision, is to achieve happy, healthy and more fulfilled lives.

YMCA Awards creates, provides and promotes learning opportunities with a diverse and dynamic suite of qualifications, creative resources and high-quality services. This page outlines our values and commitment to customers.

Inclusive
We empower individuals to achieve their full potential

Pioneering
We provide qualifications that make a difference

Professional
We are a brand people can trust

We pride ourselves on embedding these values in our daily interactions with our customers by providing:

  • an efficient and timely approvals service
  • friendly, helpful and responsive customer support
  • experienced, supportive and professional external quality assurance activity
  • business development advice that will support and help achieve every customer's business objectives
  • technical guidance to support delivery, assessment and internal quality assurance activity.

We are committed to:

  • developing highly-regarded, fit-for-purpose qualifications, resources and assessments that meet the needs of the health, fitness and wellbeing sector
  • meeting its published turnaround times and service level agreements
  • offering face-to-face and online training support
  • providing modern and interactive information systems

 

Our turnaround time and service level agreements

  • we aim to provide an initial response to general enquiries within 48 hours
  • where required, we aim to provide a follow up response within 5 working days
Certification Working days
Certificates

10

Replacement/duplicate certificates

10

Results Working days
Standard

10 (following receipt of answer sheets)

Resources Working days
Print resources

5

Digital resources (eLearning and Digital manuals)

2

Learner registration Working days
Confirmation

1

Result enquiry service Working days
Review of external assessment result

5

Learner appeals Working days
Learner appeals can only take place once the centre's own appeals procedure has been exhausted. Written notification of appeals must be sent to YMCA Awards within 20 working days of the assessment.
Confirmation of receipt of appeal

10

Review of the appeal

20

Centre appeals Working days
Confirmation of receipt of appeal

10

Review of the appeal

20

Reasonable assessment adjustment Working days
Confirmation of receipt of enquiry

10

Review of requirement

15

Special consideration Working days
Confirmation of receipt of enquiry

10

Confirmation of decision

15

 

YMCA Awards is an ISO accredited organisation dedicated to providing a service that reflects the ISO 9001:2015 quality standards.

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