A CHARITY SUPPORTING YOUNG PEOPLE

KDYS Feedback & Complaints Policy

 

KDYS is committed to ensuring that all our communications and dealings with the general public,
our supporters and the children, young people and families we work with are of the highest
possible standard. We actively promote the participation of young people in our services through
seeking their views and acting on them as far as we possibly can.

KDYS welcomes both positive and negative feedback. We believe they give us the opportunity to
learn and improve. We hold ourselves accountable for how we manage feedback including
complaints. We report on how we have responded to complaints at our Board meetings. We will
also share any improvements to our services that have occurred as a result of feedback and
complaints on our website and in our annual reports.

What is a Complaint?

A complaint is a clear expression of dissatisfaction with our operations that calls for a response.
When managing complaints, we aim to ensure that:

• It is as easy as possible to share feedback and to make a complaint
• We take complaints seriously whether they are made by telephone, letter, fax, email or in
person
• We deal with complaints quickly and politely
• We will respond accordingly – for example, with an explanation, or an apology where we
have got things wrong
• We provide information on any action taken to remedy the failing
• We handle complaints confidentially and in line with GDPR.

If you have Feedback or a Complaint

We will make every effort to ensure you are aware of your rights under the KDYS Feedback and
Complaints Policy. We will also assist you or sign-post you to support to help you to make your
complaint – we want this process to be as accessible and user-friendly as possible
If you are not sure who to direct your complaint to, you can speak to us over the phone by
contacting your nearest KDYS Youth Centre and asking for the Centre Manager. They will listen to
your concerns and decide who is the best person to deal with your complaint.

KDYS Killarney Tel: (066) 31748
KDYS Tralee Tel: (066) 7121674
KDYS Listowel Tel: (068) 23744

Our youth centres are open 5 days a week, Monday to Friday from 9 am to 5 pm.

 For more information about our Feedback and Complaints policy select the link below:

KDYS Feedback and Complaints Policy 2023