Fundraising complaints

We take all complaints seriously and endeavour to deal with them as soon as we can. Please note that the following process applies to fundraising related complaints only.

If you would like to make a complaint or have any comments about the way we raise funds or any of our fundraising activities, you can contact us using any of the following options:

  • Call us on 01509 226600 – from 9am to 5pm, Monday to Friday
  • Email: [email protected]
  • Write to us at: Youth Sport Trust, SportPark, 3 Oakwood Drive, Loughborough, LE11 3QF.

We will always try to resolve your complaint as quickly as possible, however we may need some time to investigate. If this is the case, we promise to keep you informed throughout the process, and will aim to provide:

  • a speedy response;
  • fairness to everyone involved;
  • confidentiality; and
  • recording, and learning from, the complaint

Complaints will be managed in accordance with our internal “Complaints and Process Error” procedure, part of our Quality Management System, which is accredited to ISO: 9001:2015.

We aim to have all complaints resolved and provide a response within 30 days of receipt.

Following our response, if you are still not satisfied, we would encourage you to contact our Chief Executive Officer (via [email protected], marked for the attention of YST CEO) to further discuss your concern.

Following this, if you still feel that our resolution of your fundraising complaint is inadequate, you may wish to contact the Fundraising Regulator or the Charity Commission, via their websites below. The Fundraising Regulator is an independent body that works to ensure that charities raising money from the public do so honestly and protects the public, donors and potential donors, from unacceptable fundraising practices.

We are registered with the Fundraising Regulator and are committed to adhering to the Fundraising Promise, a copy of which can be found below.