• To provide a fair complaints procedure which is clear and easy to follow for anyone wishing to make a complaint.

• To make sure everyone at the Church knows what to do if a complaint is received.

• To make sure all complaints are handled fairly and in a timely manner.

• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.

• To gather information which helps us to improve what we do.

We believe that it is best to follow the Scriptural principles of reconciling differences wherever possible before resorting to this formal complaint process. However, we recognise that, from time to time, there may be occasions when there will be no alternative but to resort to a formal complaint. This formal procedure should only be instigated when attempts to resolve the issue informally have failed or where, due to the nature of the complaint, it is not appropriate to address it with the person concerned.

The types of complaints that will fall under this policy will include:

• conduct of our staff, volunteers and/or senior leaders,

• the standard of service we provide as a local church,

• discrimination,

• provision of inaccurate information,

• poor administration including delays in responding to enquiries, or

• financial mismanagement.

This policy is not intended to be used for raising safeguarding concerns regarding allegations of abuse against children and/or vulnerable adults.

All safeguarding concerns should be directed to the Safeguarding Co-Ordinator at safeguarding@cvmchurch.co.uk .

Any complaint received that contains a safeguarding concern will be dealt with in accordance with the Church’s Safeguarding Policy.

The Church’s responsibility will be to:

• acknowledge the formal complaint in writing or by email;

• respond within a stated period of time;

• deal reasonably and sensitively with the complaint; and

• act where appropriate.

A complainant's responsibility is to:

• bring their complaint, in writing, to the Church’s attention normally within 8 weeks of the issue arising;

• raise concerns promptly and directly with a leader in the Church or via the complaints form;

• explain the problem as clearly and as fully as possible, including any action taken to date;

• allow the Church a reasonable time to deal with the matter, and

• recognise that some circumstances may be beyond the chruch's control.

The Church will make every effort to handle all complaints with a high degree of integrity and confidentiality. However, confidentiality cannot always be guaranteed. The nature of the circumstances of the complaint may be such that it is not possible to maintain complete confidentiality throughout the investigatory process. By detailing the complaint made against an individual, so that they may give their response, it is possible that the identity of the complainant could be surmised. If this is likely to be the case, the situation will be explained to the complainant before further action is taken.

All formal complaints and responses made to the Church will be recorded and filed in a secure place in accordance with the Church’s Data Protection Policy.

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself with can be found on its website at www.charitycommission.gov.uk/publications/cc47.aspx

Complaints should be sent to CVM’s Complaints Coordinator
Submit your complaint through our complaints web form here.
Email address: complaints@cvmchurch.co.uk
Postal Address: 16 The Downs, Prestwich, M25 9RB