We don't always get it right. When we don't, here's how to tell us and what we'll do about it.
Last updated November 2026
If something we've done, or not done, has let you down, we want to know. That includes our training and coaching, the Awards, our staff and volunteers, our fundraising, and how we've handled your information.
Telling us helps us get better. Raising a complaint will never affect your organisation's place on our programme.
That isn't a complaint. It's a safeguarding concern, and it comes first. If a child is in immediate danger, call 999. Otherwise, follow our safeguarding guidance ↗︎ or speak to the designated safeguarding lead at the Youth Hub.
Youth Hubs are run independently by local masjids and community organisations. If your concern is about a session or a person at a hub, please raise it with that organisation first.
If it's about how a hub was trained or accredited by us, or you're not happy with their response, tell us and we'll look into it.
Email [email protected] with "Complaint" in the subject line, or write to us at PO Box 2741, IG1 8BP.
Tell us what happened, when, who was involved if you know, and what you'd like us to do. If you need help putting your complaint in writing, or would rather speak to someone, ask and we'll call you.
Within 5 working days, with the name of the person handling it.
We'll investigate fairly and send you a full response within 20 working days. If it will take longer, we'll tell you why.
Not happy with our answer? Ask, and a trustee who wasn't involved will review it and reply within 20 working days.
Once you've been through our process, you can take your complaint further:
We record every complaint and what we did about it. Our trustees review them regularly so the same thing doesn't happen again. We keep complaint records confidential and only share them with the people who need to see them to resolve it.