Feedback and complaints

Our support team are here to help with all things YMCA Awards.

We welcome constructive feedback, which helps us improve our products and services.

We're committed to continually improving the experience of our learners and approved centres. This page provides information on how to share feedback, including details of our complaints process.

You can share your thoughts with us by calling us, completing a ‘Contact YMCA Awards’ form in Y-Connect, completing our feedback and complaints form or by writing to us at:

Feedback and complaints
YMCA Awards
112 Great Russell Street
London
WC1B 3NQ

We’ll ensure that the correct team reads the information you’ve provided and, where necessary, we’ll get in touch to discuss your comments.

 

Stage 1 – Contacting YMCA Awards with complaints

Each year, more than 300 approved centres chose to deliver teaching and/or assessment of industry-leading YMCA Awards qualification. Most centres do so without issue, but we understand that sometimes things go wrong. You may be unhappy with how long we have taken to respond to a query, believe there is a mistake in our teaching and/or assessment materials or be unhappy with an interaction with us.

To submit your complaint you can:

  • call and speak to our Customer Support and Operations Manager (or Head of YMCA Awards if your complaint is about our Customer Support and Operations Manager)
  • complete a ‘Contact YMCA Awards’ form in Y-Connect
  • complete our feedback and complaints form
  • write to us at:
    Feedback and complaints
    YMCA Awards
    112 Great Russell Street
    London
    WC1B 3NQ

You’ll need to provide:

  • details of your complaint
  • your name and contact information
  • your centre name.

If you’re writing to us or completing our feedback and complaints form, you should also include any supporting documentation. We’ll check the information you’ve provided and let you know next steps within two working days. To allow us time to fully investigate your concerns, we aim to provide a detailed response within 15 working days. If we’re unable to address your concerns within 15 working days, we’ll provide you with an update on our investigation and information on when you should expect our reply.

Stage 2 – Escalating your complaint

If your feel our response hasn’t addressed your concerns or you’re unhappy with the way we have handled your complaint, you can ask for a Senior Manager to review your case by:

  • calling and speaking with our Head of YMCA Awards
  • adding a public comment to the Y-Connect form and selecting the ‘Escalate’ button
  • responding to our Stage 1 response
  • writing to us at:
    Feedback and complaints
    YMCA Awards
    112 Great Russell Street
    London WC1B 3NQ

When escalating your complaint, you should clearly indicate why you are unhappy with the outcome of Stage 1.

Stage 3 – Escalating to the regulator

If you’ve received a response from a Senior Manager but would like to escalate your concerns further, you can get in touch with the regulator of our qualifications in your area.

England (Ofqual)
public.enquires@ofqual.gov.uk

Wales (Qualifications Wales)
enquiries@qualificationswales.org

Northern Ireland (CCEA)
info@ccea.org.uk