Our Policies

YSS aims to work to the highest possible standards with everyone we meet. Complaints and comments are a vital source of intelligence about how to make services work best and constitute an important part of continuous improvements. We recognise the value of service users’ and partner agencies’ feedback to enable us to continually review, improve and shape services.

We can accept compliments and comments verbally, by letter or e-mail, as shown on the card at the bottom of this page.

All complaints will be dealt with respect and confidence at all stages of the complaint procedure. On first instance, the complainant can make an informal complaint either verbally or by email to their support worker or service manager at YSS or email [email protected] or [email protected]

We will strive to resolve the complaint but if you are not satisfied with the resolution, you can make a formal complaint  by requesting that your complaint is escalated to stage 2 either verbally or by email.

If the complainant is not happy with the outcome of their complaint after stage 2, they are entitled to appeal within 15 working days of receiving the outcome by writing to the Chief Executive Officer explaining why they want to appeal.

To read the full policy on Complaints, Compliments and Comments, click below.

YSS needs to collect and use certain types of information about the people we work with in order to operate efficiently. These include current, past, and prospective service users, employees, suppliers, and other organisations with whom we conduct business.

YSS may occasionally be required by law to collect and use certain types of information to comply with the requirements of partner agencies. This personal information must be dealt with properly however it is collected, recorded, and used.

YSS is committed to processing data in accordance with its responsibilities under the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018. The UK GDPR sets out the following principles with which anyone handling personal data must comply.

This policy applies to all personal data collected and processed by YSS.

YSS shall ensure that all personal data collected, held, and processed is kept secure and protected against unauthorised or unlawful processing, and against accidental loss, destruction, or damage.

Data security must be maintained at all times by protecting the confidentiality, integrity, and availability of all personal data.

For further information on our Data Protection Policy, please request the full policy document by clicking below.

YSS is to consciously consider and embed the three duties into its activities and have ‘due regard’ to the need to:

1. Eliminate unlawful discrimination on the grounds of a protected characteristic;
2. Advance equality of opportunity; and
3. Foster good relations between people who share a protected characteristic.

The overall purpose of this policy is to identify and establish key EDI principles and structures for YSS, and to ensure that YSS meets its legal duties.

YSS is fully committed to promote and deliver equality of opportunity for all our service users, staff, and volunteers, and to challenge discrimination whenever it occurs.

Equity, Diversity, and Inclusion are essential to YSS’s mission. As an organisation, we will implement this as a priority in all our work. We are committed to promoting equal access to our services and consulting with others in our working methods.

For further information on our Equity, Diversity, and Inclusion Policy, please request the full policy document by clicking below.

YSS is committed to ensuring that children, young people, and adults at risk who come into contact with YSS staff and volunteers are treated with respect, and are free from all forms of abuse or mistreatment. We have comprehensive safeguarding policies which are reviewed annually.

The designated member of staff responsible for safeguarding is Lia Palios-Hayden, Operations Manager, who can be contacted on [email protected]

For further information on our Safeguarding Policy, please download the full policy document below.