We are committed to ensuring that everyone who engages with the DofE charity, either through our licensed providers or directly, has a positive, high-quality and safe experience. We welcome all feedback to help us learn and improve.

However, we recognise that concerns may sometimes arise regarding our programme, services, or the conduct of a DofE staff member or volunteer.

Concerns may also be raised about organisations licensed by the DofE to deliver all or part of the programme, such as a Licensed Organisation (e.g., a school or youth organisation) or Approved Activity Provider (an organisation that delivers a section of the programme).

We take all complaints seriously and aim to address them effectively and in a timely manner.

For most complaints regarding DofE delivery, the following considerations will be reviewed by the DofE:

• If regarding Licensed Organisation (LO) / Approved Activity Provider (AAP) delivery, whether your complaint has been raised with the relevant organisation(s) first and that a decision has been reached. DofE will aim to obtain an understanding of what that decision was, and the rationale behind it.
• Whether the LO/AAP followed their own policies whilst investigating a complaint
• Whether the LO/AAP have complied with the conditions of their DofE licence
• Whether DofE’s programme rules were correctly understood and implemented by the LO/AAP.

In cases where a complaint involves the welfare of a child, young person, or adult at risk, the DofE will take precedence and be enacted immediately. will take precedence and be enacted immediately. Read our safeguarding policy

When managing complaints, we adhere to these guidelines:

• Complaints about LOs, AAPs, or other organisations should be addressed with the organisation in question before referring any complaint to the DofE charity. Our staff can provide support in contacting the appropriate LO or AAP if needed.
• The DofE will not generally investigate anonymous complaints, unless it is a safeguarding concern
• The DofE does not generally investigate complaints where subjects of the complaint cannot be identified, e.g., school name or youth group name
• The DofE does not generally accept complaints that are raised on behalf of or regarding other people (except by parents/carers of young people)
• Decisions made by Expedition Assessors about expedition deferrals will be considered final, unless there is clear evidence of misinterpretation of the DofE’s programme rules or guiding principles.
• Complaints relating to GDPR, Safeguarding or Fundraising will be dealt with under the relevant policy.

A complaint is considered resolved once we provide a final response, unless new, relevant information is subsequently provided.

Complaints and appeals can be submitted through the following methods:

• Online: Complete the form at DofE.org/complaints
• Phone: Speak to a member of our Customer Support Team who will record your complaint
• Post: Send to DofE, Office 110, The Base, Dallam Lane, Warrington WA2 7NG

We will acknowledge complaints within three working days and if a full response cannot be provided within 10 working days, the complainant will be updated with the progress of the investigation.

If an investigation takes longer than 10 working days, we will keep the complainant updated. We will aim to resolve all complaints in no more than 8 weeks.

If the complainant is not satisfied with the response they receive, then they will have the right to appeal against the decision.

To submit an appeal, complainants need to provide their request in writing to the DofE staff member with whom they have been corresponding. Appeals must be lodged within 28 days of the complaint outcome. Extensions to this deadline may only be granted in exceptional circumstances and at the discretion of the DofE.

An appeal will only be accepted if:

• A review by the Director of Quality and Compliance (or their nominee) suggests the DofE’s complaint process has not been followed by staff and/or an incorrect conclusion has been reached.
• New information or evidence is brought forward which may change the outcome of the complaint
• If an appeal request is accepted, the Director of Quality and Compliance (or their nominee) will review any new evidence, the original complaint, and the manner in which it was managed.

An appeal panel of relevant members of senior staff and relevant experts may be convened to assess the information and determine an appropriate outcome.

The Director of Quality and Compliance (or their nominee) will issue a report detailing the findings of the review, where applicable, and the final decision.

The outcome of an appeal is final and marks the end of the appeal process.

The final outcomes of complaints and lessons learned will be recorded by the DofE Customer Support Team.

The Customer Support Team will create and analyse quarterly reports on complaint management and submit them to the Operations Senior Leadership Team for review. These lessons will be used to develop and improve our programme rules, processes, and training for staff and members of the DofE network.