YMCA Cork – Complaints Policy and Procedures

Complaints Procedures

YMCA Cork maintains an open and transparent procedure for dealing with all complaints and will undertake to respond to all complaints through the procedures outlined.

It is the responsibility of all Programme Managers/staff to ensure that the complaints policy is made available to all programme participants.

Each Department within YMCA Cork will provide a complaints procedure appropriate to the specific programme, including clear lines of communication within the Department.

The complaints procedure in each Department will:-

  • identify the person with whom the complaint is lodged
  • state the form in which the complaint is made
  • incorporate a Complaints Panel (or its equivalent) which is objective and independent
  • make clear the times within which complaints may be lodged and must be decided

The Complaints policy will be available as hard copy at each centre, and on public view, as well as on the YMCA Cork website (www.ymcacork.net).

Anonymous complaints cannot be processed by the organisation but they should be brought to the attention of the Dept head and if they are considered to be of a serious nature or justified in any way the Regional Director and chairperson of the advisory committee or Board of Management should be informed.

Should National Council be approached regarding dissatisfaction with a service provided by a local YMCA, the first action should be to refer the complainant to that Association’s complaints procedure. In the event of the complainant being dissatisfied with the complaints procedure carried out by the Local Association, the National Secretary should contact the relevant local staff or chairperson.

When complaints include reference to user welfare or child protection concerns, Board of Management / National Council will request to be informed regarding progress and outcomes within the limits of confidentiality policies.

How to make a complaint

Any initial complaints should be directed either in person or in writing to the appropriate Programme Manager to be resolved.

Procedures for individual Programme Departments are as follows:

If a satisfactory response is not found, then the complaint can be directed to YMCA Cork as follows. All complaints and associated responses must be recorded.

Programme participants on accredited courses facilitated by YMCA Cork staff should all be made aware of how to make a complaint whilst a participant on that programme.

All Complaints not resolved by the programme staff involved, should be submitted in writing to the Regional Director of YMCA Cork, or to the Chairperson of the Board of Directors, or to the National Secretary of YMCA Ireland should the complaint relate to the Regional Director.


Contact details are as follows:

Regional Director – Mr David Backhouse (david.backhosue@ymca-ireland.net) 11/12 Marlboro Street, Cork City Co Cork

National Secretary – Mr Ivan McMahon (ivan@ymca-ireland.net) Unit 1 a Innishmore Ind Estate, Ballincollig Co Cork

Chairperson of Board of Management – Mr Charles Payne, 11/12 Marlboro Street, Cork City Co Cork

The Complainant should :

Provide their name, address and telephone number.

Give the date, time and location of any incident.

Provide an accurate description of the incident.

Provide details (names, addresses) of any witnesses.

Sign and date the complaint and then forward to the appropriate contact listed above.

  1. Upon receipt, the contact person will log and record each complaint and return a letter of

acknowledgement to the Complainant within 7 days.

  1. Complaints will be investigated by the Regional Director / National Secretary or the

Chairperson of the Board of Management as appropriate.

  1. YMCA Cork undertakes to respond in writing to all complainants within 28 days of receipt

of the complaint.

This response will inform the Complainant of:

(a) the decision taken and the reason(s) for this decision or

(b) that further investigation is required and what action will be taken to achieve this

  1. In the case of 3(b) YMCA Cork has a further 28 days to make the necessary investigations,

reach its conclusions and inform the Complainant of its decision.

  1. If the Complainant is not satisfied with the resolution made by the Regional Director / National Secretary or the Chairperson, then they may appeal to the YMCA Cork Board of Management in writing within 28 days, giving reasons for their dissatisfaction. The matter will otherwise be deemed closed.
  2. If the Complainant appeals against the Regional Director / National Secretary’s decision

within the stated period, YMCA Cork Board of Management will reconsider the complaint, and respond within 28 days indicating (a) that the original decision stands and stating the reasons for this, or (b) if any other action is to be taken.

 

Complaint Submission Form

Name: ______________________________________________________

Address: ______________________________________________________

Telephone Number: ______________________________________________________

Email Address: ______________________________________________________


Date, Time and Location of the incident(s):
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Provide an accurate description of the incident(s):
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Provide details (names, addresses) of any witnesses:
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