Quality Assurance Programme: Feedback, Complaints and Appeals Policy

London Youth strive to provide high quality service and to treat all members, customers, and participants equally and fairly. We continuously try to improve our services and we value any feedback that will help us to improve our service. 


Feedback & Complaints in relation to our Quality Assurance Programme

As a London Youth member undertaking one of our Quality Mark levels your comments, compliments and feedback are very important to us as it helps to continually improve the quality assurance element of our core offer. It also helps us ensure that the frameworks, tools and programmes we deliver remain useful and relevant to our valued members.  



There are several points throughout your Quality Mark journey where you can provide feedback on your experience including: 

  • During your induction 
  • During the numerous check in meetings you have with your assigned supporting Membership Development Officer (MDO) 
  • Post-assessment meeting with the Assessor  
  • In your feedback form that you complete at the end of the programme 
  • You may also be invited to take part in a focus group session as part of our commitment to continual improvement. 

If you would like to share feedback or ideas outside of these points, please email qualitymark@londonyouth.org. This email inbox is managed by the Membership Development Officer responsible for managing the delivery of the Quality Assurance Programme. All feedback and suggestions will be discussed with the wider team. 


Appeals on Quality Mark Assessment Decisions 

If, for any reason, a member disagrees with and wishes to appeal the Assessor’s assessment decision they can email qualitymark@londonyouth.org to make an appeal.  

Once we receive the appeal email, the Membership & Sector Development Manager will be informed, and will then investigate the matter fully by meeting with the relevant assessor to revisit the elements of the assessment that the member has appealed. We aim to complete this review process within a three week period so we can resolve any issues as quickly as we can. We will communicate with the appealing member throughout the process until a resolution has been made. 



London Youth aims to provide its members with the best possible service. We positively welcome suggestions you may have on how we can improve our services. 

Usually, a word with the person at the point of service delivery will suffice. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect. We encourage our members to share if they are unhappy about the service, they have received during their quality assurance journey so we can improve our offer and resolve any issues with our valued members. 

If you would like to complain about the service you receive during your Quality Mark journey please get in touch with London Youth’s Membership & Sector Development Manager, Lee Ritchie (lee.ritchie@londonyouth.org) as they oversee the team that deliver this programme. 

If your complaint is regarding the way the Membership & Sector Development Manager has handled your complaint you can contact the Head of Membership & Sector Development, Elijah Kirby (elijah.kirby@londonyouth.org).  


London Youth’s next steps once a complaint has been lodged 

The Membership & Sector Development Manager will respond directly or where necessary will identify the best person to investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received. If the complaint is found to be justified, the Membership & Sector Development Manager and the Head of Membership & Sector Development will agree any necessary further action with the complainant. 

The complainant has the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to the Director of Engagement at London Youth via email (pauline.daniyan@londonyouth.org).  


What we promise to do to help resolve your complaint

Your complaint will be dealt with in a professional manner and it will be assigned quickly to the most appropriate person to deal with the complaint. We will investigate the matter fully and communicate regularly with you until the issue has been resolved. 

We will do everything we can to put things right and will review our procedures where necessary to stop problems occurring again in future.