M did not look forward to school holidays as she would be bored. But since joining Yellow Submarine she looks forward to each trip and has had a great summer.
Yellow Submarine employees and volunteers hope you will enjoy your time with us, and that everything will be as you wish. However, occasionally things go wrong and you may want to complain.
Ideally, you should let the employee or volunteer who is supporting you during an activity, session or holiday or serving you in one of our cafes know straight away if you are not happy about something. That way, they can do something about it quickly, and ensure that this problem or complaint doesn’t result in you not enjoying yourself while you are with us.
However, we know that some people do not feel confident enough to complain in person, or there might be another reason why you don’t want to complain about something.
Yellow Submarine takes all complaints seriously, and you should never ever feel bad for saying something if you are unhappy. You will not be treated differently or badly if you say something. We want to know if something has gone wrong, so we can put it right.
If you don’t say something at the time, you should try to let us know as soon as possible afterwards. Complaints should normally be made within a few days of the event you’re complaining about, or preferably as soon as the matter first came to your attention.
How to complain:
By telephone: 01865 236119
By email: firstname.lastname@example.org
By post: Yellow Submarine Holidays, 12 Park End Street, Oxford OX1 1HH
If for any reason you don’t feel comfortable making your complaint to a Yellow Submarine employee you can contact the Yellow Submarine chair of trustees.
Current Chair of trustees: Rhian Cadvan-Jones
Contact details: email@example.com // 07876 014922
In relation to our Young people’s services you can also contact Oxfordshire County Council, who commission the activities, with any concerns.
Ellie Simcox, Senior Quality & Contracts Officer Commissioning & Contracting – Joint Commissioning: Ellie.Simcox@Oxfordshire.gov.uk
For details of how we aim to deal with complaints raised please see our complaints policy; available here.