About us Complaints policy MY Trust is committed to providing a quality service for young people and our partners and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of young people, parents/carers, our partners and other stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. Formal Complaints Procedure Stage 1 In the first instance, if you are unable to resolve the issue informally with the member of staff, you should write to the member of staff who dealt with you, or their manager, so that she or he has a chance to put things right. If your complaint concerns a Trustee of MY Trust, rather than a member of our staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking. You can expect your complaint to be acknowledged within three working days of receipt. You should get a response and an explanation within 20 working days. If you are unsure which member of MY Trust staff to write to, your complaint should be sent to MY Trust's Deputy Chief Executive who will ensure it is addressed by the appropriate person. Our full address is MY Trust, Fort Horsted, Primrose Close, Chatham, Kent, ME4 6HZ. Stage 2 If you are not satisfied with the initial response to the complaint then you can write to MY Trust’s Chief Executive and ask for your complaint and the response to be reviewed. You can expect the Chief Executive to acknowledge your request within four working days of receipt and a response within 15 workings days. MY Trust’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom. Final Stage If you are not satisfied with the subsequent reply from MY Trust’s Chief Executive, then you can write to the Chairman at the MY Trust address stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from MY Trust’s Chief Executive. The Chairman (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation. Note. If your original complaint was against the Chairman of the Board, then the final stage will be handled by a designated Trustee of the charity or the Chief Executive. To read our full policy, please use this link.