Complaints - The Duke of Edinburgh's Award

Complaints

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. Complaints must be in writing and submitted using the form below. We will get your complaint to the appropriate department and they will contact you directly.

If you want to contact us with a general enquiry or to provide feedback, please contact your local DofE Country Office through our contact form.

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 submit a complaint using the form below.

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 Regulator whom you can contact to request an independent investigation.

– If you are not satisfied with the outcome of your complaint, you have the right to appeal our decision.

Data protection complaints

– You can make a data protection complaint through our complaints process, or directly to the Information Commissioner’s Office (ICO).

Basic rules for the acceptance of complaints

– If you have a complaint, you must try to resolve it informally before the formal complaints process is initiated.

– 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.

– We will only consider complaints made in writing.

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