Complaints Handling.
If we are not getting something right, please let us know.
Our approach.
Central Vineyard is committed to creating a healthy, safe and welcoming church community. We know that sometimes things can go wrong, concerns can arise or people may feel that something has not been handled well.
When that happens, we want to listen carefully, respond fairly and take appropriate action. We have a complaints process that gives you a clear way to raise concerns about your experience with Central Vineyard.
If you are unhappy with something
If you are unhappy about any aspect of the ministry or activities of Central Vineyard, we encourage you to speak in the first instance with the relevant ministry leader, Community Circle leader or member of staff.
If your concern relates to an individual, you may feel able to speak with them directly. If that does not feel appropriate or comfortable, you can speak to a member of staff or church leadership instead.
Where possible, we will try to respond and resolve concerns quickly. Some matters may require more time so that we can understand what has happened and speak with those involved.
Making a formal complaint
If you are not satisfied with the initial response, or you would prefer to raise your concern formally from the outset, you can submit a written complaint using our complaints form.
We will acknowledge written complaints within seven working days.
We aim to investigate complaints carefully and respond within a reasonable period, normally within 21 days. More complex matters may take longer. If this happens, we will keep you informed about the progress of your complaint.
We will treat complaints with appropriate sensitivity and confidentiality. There may be occasions where legal, safeguarding, privacy or other considerations mean that we cannot share every detail of our findings or any action taken.
If you remain dissatisfied following our response, you can ask for the complaint to be reviewed by the Board of Trustees. An appropriate panel will review the complaint and communicate the outcome to you in writing or by email.
Complaints Form Complaints Policy
Questions
If you have any questions about our complaints process or need help raising a concern, please contact us. We will do what we can to help you understand the process and make sure your concern reaches the right person.
We also welcome positive feedback. If something at Central Vineyard has encouraged or helped you, we would love to hear about that too.