Complaints

We hope that everyone who comes into contact with our association and with the Duke Award, especially every young person, has a positive experience. However, we are aware that there will be occasions when something does not go as intended and rights are violated.

If anyone wishes to raise his/her concerns about our programme or activities, including the services we provide and/or the behaviour of any of our staff, please contact us. A complaint is the first step in helping us to change for the better, to improve and, most importantly, to help the aggrieved person get his/her rights.

If you would like to make a complaint or give feedback, please contact our executive board directly at the following email: [email protected]. You are also welcome to call us. We assure you that all information will be treated confidentially.

The Duke Award is run locally by licensed organisations (e.g. a school or youth organisation) and some parts of the programme may be run at an external activity provider (e.g. football club). Concerns about incidents involving these organisations should be raised with them in the first instance. Only when the complaints procedure of the licensed organisation or activity provider has been exhausted can we investigate the incident.

At this point we would like to point out that we are working with ChildRightsForum to provide young people with the opportunity to seek help confidentially through the Helpando portal. Please make young people aware of this possibility.

Thank you for your trust.