In reply to AndyE9: Hi there. Just a couple of points that might not have been fully covered.
The only people who are actually qualified to run the sort of training you describe are fully qualified Mountaineering Instructors (or Guides). Anyone else with lower qualifications is NOT qualified but there is no law stopping anyone walking in from the street and teaching climbing. If the staff weren't MIA qualified or higher then unfortunately it would not surprise me that they did a poor job.
All Mountain Guides are regulated by British Mountain Guides but not all Mountaineering Instructors are members of the Association of Mountaineering Instructor(AMI) with a strict code of professional standards. Both Guides & AMI members are obvious due to BMG/AMI logos prominent on websites, vehicles and paperwork and the fact they will invariably support BMG/AMI badges on their fleeces and rucksacs.
In addition, only some MIs/Guides are certified to deliver MLT Board approved courses. These instructors will have attended additional workshops to ensure what they are teaching is correct. They will also be subject to regular moderation visits by the boards. All course providers are listed on MLT Board websites. Choosing these instructors is a good way to ensure quality. Some like 'Paul at work' post on here.
The only last caveat is that any MIA will charge you a minimum of £170/day if not more like £250+/day to run training and issue documentation showing what training has been done.
If the youth centre didn't employ an AMI member and MLT certified provider than that was the core problem. Next time they need to employ the correct staff.
If it was an AMI member then the youth centre has clear avenues for complaint or redress, to the instructor in the first instance with the option of taking it to AMI.