Contact us

YMCA Exeter
39/41 St David’s Hill
Exeter
EX4 4DA

T 01392 410530

office@ymcaexeter.org.uk

Complaints, Comments & Feedback

YMCA Exeter is committed to delivering a high quality service for our service users, supporters and stakeholders. We therefore take a positive approach to complaints, seeing them as a way in which we may improve our services. If you are unhappy or dissatisfied with any area of our work, please get in touch and tell us about it.

We aim to:
• Provide a fair complaints procedure which is accessible, simple and clear to use
• Investigate all complaints in a timely and thorough manner, responding to you within 14 days
• Resolve complaints and restore relationships between the organisation and the complainant

We promise to:
• Treat all complaints seriously
• Treat the complainant with respect and fairness
• Treat the complaint with understanding and sensitivity

Our Fundraising Promise (PDF)

How to make a complaint or query

Complete our online contact form below.

Email us: preferences@ymcaexeter.org.uk

Call us: 01392 410530 (9am – 5pm Monday to Friday, excluding bank holidays)

If you don’t feel the complaint has been resolved:
1. We will pass your complaint to our Joint Executive Leadership Team
2. We will ask you to contact the Fundraising Regulator if your complaint is Fundraising & Direct Marking related (www.fundraisingregulator.org.uk / 0300 999 3404)
3. If you feel your complaint is still not resolved we may pass your complaint on to the Chair of our Board of Trustees

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