COMPLAINTS POLICY AND PROCEDURE
The Parochial Church Council (PCC) is committed to its role which includes “cooperation with the minister in promoting in the parish the whole mission of the Church, pastoral, evangelistic, social and ecumenical.”
There may be a time when you need to complain about some aspect of the Church in this Parish. This complaints procedure is for those who are unhappy about something within the life of St Andrew’s and St Bartholomew’s that has affected them.
Prior to using this formal procedure, we encourage an informal approach to either the person or leader of the team that the complaint is about, or to a Churchwarden, to see if the matter can be resolved in that way.
If your complaint is about:
Safeguarding of Children or Vulnerable Adults: please, in the first instance, raise the issue with the Safeguarding Officer at safeguarding@stastb.church
The Vicar or another minister: please raise the matter in person with the Vicar, in the first instance, or with one of the Churchwardens. If the matter remains unresolved you can contact the Archdeacon, at archdglos@glosdioc.org.uk. You may wish to read the section “I have a complaint about misconduct by a member of the clergy – what can I do?” at Code of Practice and other guidance | The Church of England.
Bullying or Harassment (by adults): you may find it helpful to consult the Diocesan policy on this.
Your employment by the PCC: if you are a PCC employee please refer to and follow the grievance procedure provided in your terms and conditions of employment.
Making a formal complaint to the PCC
Complaints should be made in writing or by email to the PCC Secretary whose contact details are set out below.
PCC Secretary
c/o St Andrews Church Office
Station Road
Churchdown
Gloucester
GL3 2JT
01452-712154
secretary@stastb.church
The PCC Secretary will ensure that your complaint is:
treated seriously
handled fairly without bias or discrimination
treated confidentially.
You should aim to complain within 3 months of the event that you are complaining about, if possible, as that will make it easier to investigate. You need to set out:
your full name and contact details
what you think went wrong and how it has affected you, including enough details to show why you are aggrieved
what outcome you are seeking.
If someone else complains on your behalf, the PCC will need written confirmation from you saying that you agree for that person to act for you.
The PCC Secretary should immediately record receipt of a complaint in a log.
How your complaint will be dealt with
The PCC Secretary will acknowledge receipt of your complaint by them (the PCC Secretary is a voluntary role so there could be a delay, if for instance they are on holiday). They will arrange for it to be considered initially by the Churchwardens, who will discuss your concerns with you in an attempt to resolve the matter informally, if that is appropriate, depending upon the nature of the complaint. Sometimes complaints are received that should be addressed to other organisations—in these instances the PCC Secretary will aim to tell you who the complaint should be addressed to, if they can.
If your complaint refers to one of the Churchwardens then it will be considered by the PCC without that individual being involved in any way.
If the complaint cannot be resolved informally, or it is inappropriate to do so, then the PCC will consider your complaint at its next meeting (meetings are held every two months), including seeking the views on the matter from any individuals, whether members of the PCC or otherwise, to which your complaint refers. The PCC may appoint one or more persons to look into the matter on its behalf, but it will be the PCC that makes any decisions. The PCC and any such appointed persons will treat the matter confidentially.
The PCC may invite you to present your complaint to them. If so, you may attend with a friend/representative if you wish. The meeting should be held as informally as possible. The Chair will explain the purpose of the meeting, introduce the members and emphasise confidentiality. The meeting will be minuted by the Committee.
The PCC Secretary will write to you with the conclusions from the PCC review and reasons for that outcome. The PCC Secretary will aim to respond to you in this way as soon as possible after the meeting.
This will be the PCC’s final response to your complaint.
If you remain dissatisfied, you may wish to consider contacting the Charity Commission. While Parochial Church Councils are independent bodies, they are charities and as such are regulated by the Charity Commission. The Charity Commission can be contacted either via their website https://www.gov.uk/complain-about-charity or by writing to them at Charity Commission First Contact, PO Box 1227, Liverpool L69 3UG.