Complaints

How do I make a complaint to The Duke of Edinburgh’s Award?

We hope that everyone who comes into contact with the DofE Charity has a positive experience.

The DofE recognises that there will be occasions when things go wrong, or when someone wants to voice their concerns about our programme or activities, including the services we provide and/or the behaviour of a member of our staff.

A complaint is the first step in helping us put matters right and gives us an opportunity to learn and improve.

If you have a general enquiry, or wish to provide feedback, please contact your local DofE Regional or Country Office though our feedback from available at www.DofE.org/feedback.

 

How do I complain?

DofE programmes are delivered locally through Licensed Organisations (e.g. a school or youth organisation) and some sections can be delivered by an Approved Activity Provider.  Concerns regarding delivery must be raised with them in the first instance. Only when the Licensed Organisation or Approved Activity Provider’s complaint process has been exhausted will the DofE Charity investigate.

If you are dissatisfied with the response, please email or write to your DofE Regional or Country office. Office addresses and contact information can be found online at www.DofE.org/takepart.

If your complaint is about merchandise, our fundraising activities, the requirements of DofE programmes, services or events, please email or write to your DofE Regional or Country office using the link above.

If your complaint is about an Approved Activity Provider (AAP), please attempt to resolve the issue directly with them in the first instance. If you are unsatisfied with the response, you can email though our feedback form available at www.DofE.org/feedback or call 01753 727423.

If your complaint is about our fundraising activities, please email [email protected] or call 020 630 9039.

We will aim to acknowledge your complaint within three working days and if we cannot provide a full response within 10 working days, we will keep you updated with the progress of our investigations.

We will treat your complaint seriously and with discretion. 

 

Complaints process:

  • If the complaint involves one of the DofE’s delivery partners it will be passed on to them for resolution.
  • Otherwise, the DofE will designate a named member of staff to co-ordinate the response and ensure resolution.
  • We aim to acknowledge the complaint in writing within three working days, with an outline of how and when we hope to resolve the issue.
  • We will deal with it quickly and fairly, normally within 10 working days, and keep you informed of progress.
  • Where appropriate, information will be treated in confidence.
  • Any outcome or decision should be shared with you in writing – this is usually by email.
  • The complaint will be used to review and improve our services.
  • If your complaint was about fundraising, you will also be given details of the Fundraising Standards Board whom you can contact to request an independent investigation.

 

We have a few basic rules for the acceptance of complaints:

  • Complaints about Licensed Organisations or Approved Activity Providers must have been raised with the organisation in question and their complaints procedure concluded before referring the complaint on to the DofE Charity.
  • We do not generally investigate anonymous complaints.
  • We do not generally investigate complaints where the origin of the subjects of the complaint cannot be identified, i.e. school name, youth group name, etc.
  • We do not accept complaints that are raised on behalf of or regarding other people (except by parents/carers of young people).We do not progress complaints that we believe to be vexatious or malicious.

We will consider that a complaint is resolved once we have provided a response unless we are informed of new relevant information.

 

What if I am still not satisfied?

In the unlikely event that you are not satisfied with our response, you may appeal to our Head Office which will reach a final decision. We prefer to receive this via the email feedback form available at www.DofE.org/feedback (please select ‘Head Office’ as the recipient). However, if you would rather, you can post it to: Programme and Quality Manager, The Duke of Edinburgh’s Award, Gulliver House, Madeira Walk, Windsor, Berkshire, SL4 1EU.

updated October 2017

 

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