How to make a complaint

YHA (England & Wales) is committed to delivering a high standard of service to anyone who engages with YHA whether that's booking through our website, staying at one of our hostels or engaging with our fundraising work. 

We welcome all comments and feedback about the way we work. If you have a complaint or problem, we will aim to resolve it as quickly and efficiently as possible in a personal, fair and confidential way.

If you would like to provide feedback on any aspect of our work, you can provide this to our Customer Care team in the following ways:

  • By calling 01629 592598 (10am - 4pm Monday to Friday)
  • By email to [email protected]
  • By writing to YHA Complaints Coordinator, Trevelyan House, Dimple Road, Matlock, Derbyshire, DE4 3YH

We understand that sometimes things may go wrong and if you would like to make a complaint, please contact our Customer Care team using the contact details above. 

Complaints and comments will be logged and acknowledged within 48 hours of receipt.

We will reply formally within a maximum of 15 working days, although our aim is to respond sooner. If we are unable to meet this deadline due to exceptional circumstances, we will advise you of this.

All complaints will be thoroughly investigated to ensure we provide a satisfactory and informative response. 

All complaints will be investigated fairly and considered individually by our customer care advisors. We will keep in touch with you and keep you informed on our investigation and progress.

If your complaint is about our fundraising activity 

If you are unhappy with the response you receive regarding a fundraising matter, you can escalate your concerns to The Head of Supporter Care at the above address who will consider the matter in more detail.

We aim to resolve complaints about our fundraising activities in a timely manner. We will keep in touch with you and keep you informed on our investigation and progress. If the issue is not resolved to your satisfaction in four weeks, you can ask the Fundraising Regulator to consider it by:

  • submitting your complaint through the Fundraising Regulator website.
  • Contacting the Fundraising Regulator on 0300 999 3407
  • Further details about the Fundraising Regulator and their Complaints Procedure may be found here.

If you would like any further information regarding YHA and our services, please contact us and we will be happy to help.