Customer Charter
Introduction
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:
Friendly, helpful and responsive customer support
An efficient and timely approvals service
Experienced, supportive and professional external quality assurance activity
Business development advice that support centres to achieve their business objectives where possible
Technical guidance to support delivery, assessment and internal quality assurance activity
We are committed to:
Developing fair, inclusive and fit-for-purpose qualifications, resources and assessments
Meeting our published turnaround times and service level agreements
Offering face-to-face and online training support
Providing modern and interactive information systems
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 |
|---|---|
| Digital certificates | 1 |
| Hard copy certificates (when ordered) | 5 |
| Results | |
| Standard (following receipt of answer sheets) | 5 |
| Resources | |
| Print resources | 5 |
| Digital resources (eLearning and Digital manuals) | 1 | Result enquiry service |
| Review of external assessment result | 5 |
| Learner appeals | |
|
Learner appeals can only take place once the Centre’s own appeals procedure has been exhausted. Written notification of appeal must be sent to
|
|
| Confirmation of receipt of appeal | 10 |
| Review of the appeal | 20 |
| Centre appeals | |
| Confirmation of receipt of appeal | 10 |
| Review of the appeal | 20 |
| Reasonable assessment adjustment | |
| Confirmation of enquiry of requirement | 10 |
| Review of requirement | 15 |
| Special consideration | |
| Confirmation of receipt of enquiry | 10 |
| Confirmation of decision | 15 |
Customer Journey
Getting started |
From your first enquiry, we’ll give you clear information and friendly guidance on becoming an approved Centre. The approval process is designed to be straightforward and transparent, making sure you have everything in place to deliver our qualifications. |
|---|---|
Working together |
After approval, we’ll support you to get the most from Y-Connect — our system for managing approvals, registrations and certification. Through Y-Connect you’ll also find assessment resources, such as Learner Assessment Records (LARs), and be able to order resources to support your learners. We’ll provide training and guidance to help you use our system confidently, our team will be there to help. |
Supporting your learners |
Your learners are at the heart of what we do. We’ll support you to register them smoothly, access the right learning and assessment resources, and make sure that all assessments are fair, inclusive, and fit for purpose. Our policies and guidance are there to help you meet the needs of every learner. |
Ensuring quality |
To protect learners and maintain high standards, our External Quality Assurers (EQAs) will work with you. This collaborative approach helps make sure results are accurate, consistent, and fair across all Centres. |
Celebrating success |
When your learners achieve, we’ll issue certificates accurately and within published timeframes. You and your learners can be confident that their hard work is recognised with qualifications that are respected and valued across the sector. |
Resolving issues |
If something goes wrong, we’ll deal with it fairly and promptly. Whether it’s a complaint, an appeal, or a replacement certificate, our clear policies and support processes are in place to make sure issues are handled in a professional and transparent way. |
Growth & development |
As your Centre develops, we’ll be here to support you. From annual registration to adding new qualifications, accessing training opportunities, or engaging in pilots for new products, we’ll work with you to expand your provision. If qualifications change or are withdrawn, we’ll give you clear communication and support to protect your learners. |