About Us
YMCA Awards – formerly Central YMCA Qualifications (CYQ) –launched in 1998, becoming the first UK awarding organisation to specialise in health and fitness qualifications.
YMCA Awards is part of Central YMCA – the world’s first YMCA – a national charity that’s been helping people make positive changes in their lives since 1844.
We’re experts in education, health, and well-being with over 20 years’ of experience developing UK-regulated and globally-recognised qualifications. We work closely with industry experts, employers and training providers to make sure that our products and services deliver life-changing opportunities.
With over half a million qualifications awarded, 300,000 people have advanced their careers with YMCA Awards.
Please direct all press enquires to:
YMCA Awards
112 Great Russell St
London
WC1B 3NQ
Tel: +44 (0)20 3994 9500
Email: awards.feedback@ymca.co.uk
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YMCA Awards
112 Great Russell St
London
WC1B 3NQ
Learners complaints information
Centres complaints information
Stage 1 – Discussing your concerns with your training provider
Each year, more than 20,000 learners choose to study an industry-leading YMCA Awards qualification with one of our approved centres. Most learners complete their study and assessments without issue, but we understand that sometimes things go wrong. You may be unhappy with the way your tutor is delivering your qualification, believe there is a mistake in learning materials or feel that an assessment decision is unfair.
If you have any concerns, the first step is to talk to your centre so they can investigate. As part of their investigation, your centre may contact us on your behalf or for support in putting things right.
All our approved centres must have formal complaints and appeals processes in place to support their learners. They will be able to give you more information about the steps you need to take but the process usually ends with your centre providing you with a formal written response to your concerns.
Stage 2 – Contacting YMCA Awards with feedback and complaints
If you’re unhappy with the outcome of your centre’s internal complaints process, or you feel they haven’t followed their procedure correctly, you can ask us to review your case by completing our feedback and complaints form above or by writing to us at:
YMCA Awards
112 Great Russell Street
London
WC1B 3NQ
You’ll need to provide:
Where we can help
Stage 3 – Final review by YMCA Awards
If you don’t feel that our response has addressed your concerns, you can ask for a senior manager to review your complaint. They will check to ensure that we’ve provided as much support as possible, and that we’ve followed our process correctly.
You can request a final review of your case by replying to our complaint response, or by writing to us at:
YMCA Awards
112 Great Russell Street
London
WC1B 3NQ
Stage 4 – Escalating to the regulator
If you’ve exhausted our complaints process and would still like to escalate your concerns further, you can get in touch with the regulator of our qualifications in your area.
England (Ofqual)
public.enquires@ofqual.gov.uk
Wales (Qualifications Wales)
enquiries@qualificationswales.org
Northern Ireland (CCEA)
info@ccea.org.uk
Stage 1 – Contacting YMCA Awards with complaints
Each year, more than 300 approved centres choose to deliver teaching and/or assessment of industry-leading YMCA Awards qualification. Most centres do so without issue, but we understand that sometimes things go wrong. You may be unhappy with how long we have taken to respond to a query, believe there is a mistake in our teaching and/or assessment materials or be unhappy with an interaction with us.
To submit your complaint you can:
- call and speak to our Customer Operations Manager (or Head of YMCA Awards if your complaint is about our Customer Operations Manager)
- complete a ‘Contact YMCA Awards’ form in Y-Connect
- complete our feedback and complaints form
- write to us at:
YMCA Awards
112 Great Russell Street
London
WC1B 3NQ
You’ll need to provide:
Stage 2 – Escalating your complaint
If your feel our response hasn’t addressed your concerns or you’re unhappy with the way we have handled your complaint, you can ask for a Senior Manager to review your case by:
Feedback and Complaints
112 Great Russell Street
London
WC1B 3NQ
When escalating your complaint, you should clearly indicate why you are unhappy with the outcome of Stage 1.
Stage 3 – Escalating to the regulator
If you’ve received a response from a Senior Manager but would like to escalate your concerns further, you can get in touch with the regulator of our qualifications in your area.
England (Ofqual)
public.enquires@ofqual.gov.uk
Wales (Qualifications Wales)
enquiries@qualificationswales.org
Northern Ireland (CCEA)
info@ccea.org.uk
