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