The complaints policy provides a procedure which is clear and easy to use for anyone who wishes to make a complaint. It ensures that all Diocesan Office holders and employees of the Trust know what to do when a complaint is received and that all complaints are investigated fairly and in a timely manner. The policy ensures that complaints are resolved at the appropriate level and that, wherever possible, relationships are repaired, and reconciliation is explored. Records of complaints and how they are resolved will help the Diocese to improve what we do.
Most matters can, and should, be resolved locally; as such, the complaints policy expects that complaints are raised at a local level in the first instance.
If you have a complaint that you have already attempted to resolve informally and are not satisfied with the outcome, or if you have good reason not to take the matter up locally, you may ask for a formal review of your complaint.
Complaints about Clergy must be directed to the Bishop’s Secretary while all other matters must be directed to the Governance Manager.
Completing the appropriate online form will ensure that your complaint is sent to the appropriate person. If you provide your email address, you will receive an automated message acknowledging receipt of your complaint; a formal acknowledgement will be sent to you within 7 days advising how your complaint will be progressed.
Prior to submitting a complaint, it is suggested that you read the Diocesan Complaints Policy and look at the complaints process map for guidance on where to direct your complaint. To ensure that your complaint is received by the appropriate department and is progressed promptly, please take care to use the correct form.