Complaints Policy

Last updated: 08/08/2019

Complaints Policy

This Policy relates to any aspect of the operation of Construction Youth Trust (CYT). It can be used by any person or body who feels dissatisfied with the way they have been treated, or their case has been dealt with. This applies whether the concerns or complaint is about any actions by a member of staff, trustee or volunteer who is representing or acting on behalf of CYT in some other capacity.

General advice about complaining

CYT is committed to providing a high standard of customer service. The Trust – staff and trustees - welcomes constructive comments and recommendations about our services and will respond openly to complaints about the organisation.

If you are dissatisfied with the service you have received from CYT we hope that in the first instance you would feel it appropriate to speak about the problem with the member of staff who is involved with the particular matter, or with the Chief Executive Officer (CEO). It is hoped that this would lead to a resolution of the issues in an informal way.

If that is not successful, however, or if you are not prepared to follow that course of action for whatever reason, then the following information is provided to guide you on how you can take the matter forward in other more formal ways.

In hoping that most complaints can be settled quickly and as close to the source of the problem as possible. It is for that reason that we ask that all initial complaints are made within 2 weeks of any problem arising if possible.

How to make a more formal complaint

Please put formal complaints in writing to the CEO. We ask formal complaints to be in writing to reduce any misunderstandings about what the actual details of the complaint are. If you would require some help in doing that, please do not hesitate to ask for such help.  Every effort will be made to provide assistance in an appropriate way.

Should the complaint involve the CEO, and a complainant feels unable to address it to them in the first instance, the complainant may write to the Chair of the Board of Trustees of Construction Youth Trust (referred to below as “the Chair”). The

Chair’s contact details are given below.

Should the complaint be about the Chairman or any of his or her actions it should be addressed to the CEO who will convene a meeting of other Trustees.

Letters will be acknowledged by the CEO, normally within 5 working days of receipt.

The CEO, or Chair if he/she is responsible for responding, will investigate the circumstances outlined in the complaint, and will reach a decision regarding it. A response in writing will be sent to the complainant – normally within 28 working days of first receiving the letter of complaint.

If a complainant is not satisfied with the response and decision, the complainant may write to the Chair outlining their grounds for appealing the decision. If the original complaint involved the Chair, please write to the Board of Trustees.

The Chair (or other Trustee) will acknowledge receipt of the letter in writing and within 8 working days where possible.

Where the complainant has appealed for a review of the response to the complaint, an investigation will be carried out by the Chair or another Member of the Board of Trustees acting on the Board’s behalf.

The aim will be to produce a decision and response, which is final, and to notify the complainant of that decision within 28 working days of receiving the letter of appeal, together with a clear explanation of the decision and the reason(s) for reaching it.

Complaints will be monitored, the significance of any lessons to be learnt from them carefully considered, and information from this will be used to improve our services where appropriate.

Contact information

If you wish to pursue your complaint formally, it may help to know the following details of the key people at and contact details of the Trust.

Chief Executive Officer: Carol Lynch

Chair of Board of Trustees: Andy Wates

Address of the Trust: Bermondsey Campus, 37 Clements Street, Bermondsey, SE16 4EE

Telephone Number: 020 7467 9540


Policy Approved by Board of Trustees: 10th September 2018