HideOut Youth Zone is committed to providing a high-quality service to all who access our facility and/or services and we will always strive to achieve the highest of standards. We realise that from time-to-time things can go wrong or we may not meet such expectations, and we welcome any feedback that will help us to improve.
It is important to differentiate between general feedback and a complaint, as how we react and respond to the two will differ. Feedback such as member’s or parent’s views, opinions or general comments – will be passed onto the relevant Manager within the Youth Zone. A complaint is an expression of dissatisfaction which requires a response or may lead to an investigation. We want anyone wishing to raise a complaint to feel confident in doing so and understands the process that we will follow, which is detailed in the Complaints Policy below. We will try to resolve a complaint as informally and quickly as possible and always make clear what action, if any, is being taken.