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Complaints Policy

1. SCOPE

At St Mary’s, we believe that living faithfully means being open, honest, and accountable. A clear complaints policy is one way we show care for one another and uphold the values of justice, integrity, and love. When concerns are raised, we see it as part of our calling to listen well, respond with compassion, and learn from what has happened. In this way, even difficult moments can help us grow as a community rooted in the Gospel.

2. PURPOSE

St Mary’s is committed to being a safe, welcoming, and accountable church. We know that from time to time things may go wrong or concerns may arise. Having a clear complaints policy ensures that anyone can raise an issue with confidence, knowing it will be taken seriously and handled fairly. Our approach follows best practice guidance from the Church of England and aligns with legal and safeguarding requirements. By listening carefully and responding well, we hope not only to resolve concerns but also to learn from them, strengthening the life and witness of our church.

3. How to Make a Complaint

  1. Informal Concern – Many issues can be resolved quickly and informally. If you feel able, please speak first with the person concerned, or with a member of the clergy, a churchwarden, or PCC member.

  2.  Formal Complaint – If the matter is not resolved informally, you may make a written complaint to the Parish Office. Your complaint will be acknowledged promptly, reviewed carefully, and investigated fairly by the appropriate person or team. We will keep you informed of progress and aim to resolve the matter within a reasonable timescale.

  3.  Appeal – If you are not satisfied with the outcome, you may request a review of the decision. This will normally be undertaken by someone not previously involved in the complaint, to ensure fairness and independence.

  4. Safeguarding Concerns – If your complaint relates to safeguarding, it will be dealt with under the Church of England’s safeguarding procedures and referred immediately to our Parish Safeguarding Officer and the Diocesan Safeguarding Team.

4. Reassurance

All complaints will be handled sensitively and confidentially, with the aim of seeking resolution, reconciliation, and learning for the future.