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Complaints Procedure

We at YMCA North London believe that all our customers are entitled to expect courtesy and prompt, careful attention to their needs and wishes.

Whilst we strive to maintain high standards of customer care, inevitably there will be times when we fall short of those benchmarks, and we welcome suggestions as to how we can improve performance. With this in mind YMCA North London has formed acomplaints procedure, the general principles of which are laid out below:

  • All complaints will be dealt with promptly, effectively and courteously.
  • A person will be nominated to take overall responsibility for the management of customer complaints.
  • All customer complaints will be recorded on our customer comment form.
  • An initial response will be made to any customer complaint within 7 days.

If it is not possible to resolve a customer complaint within 28 days, the customer will be given a written explanation, detailing why the complaint has not been resolved and what steps are being taken.

Download a customer comments form in a Word document format here.