At Catalyst Youth Trust, we want to serve young people, schools, churches and communities with care, integrity and professionalism.

If something has gone wrong, or if you are unhappy with any part of our work, we want to hear from you. Raising a complaint gives us the opportunity to respond, put things right where we can, and learn for the future.

Many concerns can be resolved informally by speaking to the person you have been dealing with. However, if you would prefer to make a formal complaint, you can use the form below.

Before you use this form

This form is for general complaints about Catalyst Youth Trust’s work, communication, services, events or conduct.

Please do not use this form to report a safeguarding concern.

If your concern relates to the safety or wellbeing of a child, young person or vulnerable adult, please use our Safeguarding Concern Form instead.

If someone is at immediate risk of harm, please contact the police or emergency services straight away.

You can use this form to complain about:

• the quality of our work, resources, events or communication

• the conduct of a Catalyst Youth Trust staff member, volunteer, speaker or representative

• the way we have handled a situation

• a failure to meet expected standards

• something you believe has gone wrong and needs to be reviewed

What happens after you submit the form?

We will:

• acknowledge your complaint within 7 days

• treat your complaint seriously and respectfully

• only share information with those who need to know

• look into the matter carefully

• respond as clearly as we can

• identify any learning or action needed

If we believe your complaint would be better handled under another Catalyst Youth Trust policy or process, we will let you know and explain the next step.

Where a complaint relates to the Director, it will be passed to the Trustees to consider.