We aim to provide a professional and high-quality service.  We accept that things can sometimes go wrong and we need to know when you are not happy with our service.  We see any complaints as an opportunity to improve our services.

Because we operate under a contract with the Home Office we have to use a slightly different complaints procedure to the rest of YHN.  The difference is that if a client remains unhappy after we have investigated a complaint then instead of being referred to the Corporate Complaints Procedure they are referred to the North of England Refugee Service who will investigate further.  You can read more about our service and how we perform here

What is a complaint?

A complaint is when you tell us you are not happy.  For example if:

• we do not deliver a service on time
• we give you the wrong information
• you receive a poor-quality service; or
• you have a complaint about a member of staff.

Our promise to you

We are committed to putting you first and providing a quality customer service.  This includes dealing with any complaint you may have.

• We will deal with your complaint quickly and fairly.
• We will tell you what is happening with your complaint and we will do everything we can to help you.
• We will do our best to treat the information you give us in confidence.
• We will explain our decision.
• We will use complaints to review and improve the way we provide services.
• If you make a complaint, it will not affect your rights to receive or use our service.

How do I make a complaint?

Contact Us by phone, in person or online.  Click here for more details.

If you prefer, you can ask a friend or relative to speak or write to us for you.  When you contact us, please make sure you:

• give your name, address, and phone number;
• tell the person you speak to what your complaint is.

If your complaint is about a member of staff, you should direct your complaint to the manager, not to other members of staff.

Complaints monitoring procedure

• if a client / non-client wishes to make a formal complaint them the officer receiving the complaint must inform YHN Admin of the nature of the complaint.
• admin will complete the complaints monitoring form and spreadsheet.
• the complaints monitoring form will then be emailed to the relevant senior officer.
• the due date for a response is 10 working days after the complaint is received.
• central YHN Admin will create a calendar appointment (8.30 am) for the referring officer for 10 working days time with referring officer and ref number as a prompt.
• the referring officer should then return the monitoring form to YHN Admin to complete the complaints monitoring spreadsheet and to keep in a file.

Letters monitoring procedure

It is important to us that we promptly answer any letter needing a response.  We use this procedure  to ensure we do this:

• record post using the procedure already in place
• any letters deemed to be needing a response put to one side
• complete a monitoring form for each letter requiring a response
• record all the relevant information on the monitoring spreadsheet
• the due date for a response is 10 working days after the letter is received
• referring officer should return the monitoring form to ASU Admin to complete spreadsheet and to keep in a file.