We want all the young people (and their parents/carers/guardians) attending our services to feel safe, comfortable and able to share any suggestions, problems or opinions with us.

We want to provide the best possible activities and support for the young people we work with, and we need your help to be able to do this.

Please tell us if you have any ideas or suggestions for how we can improve our activities, groups and support for young people.

Please tell us if you have any comments, complaints or compliments about what we do or any of our staff and volunteers.

You can do this by:

• Talking to a staff member

• Using our suggestions/complaints box at our groups

• Calling our office on 0208 684 9140

• Sending an email to our Safeguarding Lead (paola@youngroots.org.uk) or if your complaint/comment is about Paola, you can email our Deputy Safeguarding Lead Hayley (hayley@youngroots.org.uk)

We will find out more about the problem or suggestion you have told us about and we will tell you what action we will take as a result of your comments.

We will revert back to you with an update on the progress of your comments within 4 weeks of you contacting us.

We will process your complaint or comment as below:

1. Complaint/comment made verbally or through writing (post/ email/ complaints box/ telephone) to Young Roots.

2. Upon receipt of the complaint or comment, staff member will forward the complaint on to the Chief Executive/Chair of Trustees, within 3 working days.

3. The Head of Service/Chief Executive /Chair of Trustees will advise you of next steps within 10 working days of submission of the complaint/ comment.

4. The Head of Service/Chief Executive/Chair of Trustees will contact you and provide the outcome of your complaint within 4 weeks of receipt.

5. If you are not satisfied, you can email our Chair of Trustees: grace@youngroots.org.uk