Complaints Policy & Procedure

Introduction

At Centrepoint Christian Church, we are dedicated to providing high-quality services and maintaining strong relationships with our community. We understand that concerns may arise from time to time, and we welcome your feedback. This policy outlines our commitment to addressing and resolving complaints effectively, ensuring the satisfaction of our supporters and beneficiaries.

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1. Definitions

   1. Complaint: Any expression of dissatisfaction, whether verbal or written, regarding Centrepoint Christian Church's services, staff, volunteers, or any aspect of our operations.

2. Informal Resolution

   1. We encourage individuals with concerns to initially attempt informal resolution by:

      1. Speaking directly to the relevant staff member, volunteer, or team involved in the issue.

      2. Discussing the matter with a Leadership Team member or a member of our Pastorate if you find it challenging to address directly with the involved party.

   2. Centrepoint Christian Church aims to provide an informal response to complaints within three weeks. For more complex issues, an initial acknowledgement will be provided within this timeframe, followed by a comprehensive response within four weeks.

3. Formal Complaint Submission

   1. If the issue remains unresolved after the informal stage or if you wish to escalate the matter formally, please submit a written complaint. You can address your written complaint to the Senior Pastor, or Chair of Trustees (if the complaint pertains to the Pastors).

   2. All written complaints will be logged, and an acknowledgment will be sent to you within three weeks, along with an estimated timeline for resolution.

4. Formal Investigation and Response

   1. Our commitment is to thoroughly investigate your complaint and provide a comprehensive response within four weeks. This response will outline the steps we intend to take to address the issue.

   2. If, for any reason, we are unable to meet this timeframe, we will provide you with an interim response detailing the actions taken to date or under consideration.

5. Further Appeal

   1. If, following our response, you remain dissatisfied with the resolution, we invite you to write to the Chair of Trustees within ten working days of receiving Centrepoint Christian Church's response.

   2. Your complaint will be presented at the next Leadership Team meeting. The Leadership Team will review the complaint, Centrepoint Christian Church's response, and any additional information provided. The Team will aim to provide a final written response within four weeks from the date of receiving the appeal.

6. Record Keeping

   1. All complaints, their resolutions, and any associated actions will be documented and retained by Centrepoint Christian Church for a minimum of three years.

7. Monitoring and Continuous Improvement

   1. Centrepoint Christian Church is committed to monitoring the effectiveness of this Complaints Policy & Procedure and making continuous improvements as necessary.

8. Confidentiality

   1. All complaints and related information will be treated confidentially, following data protection regulations and relevant privacy considerations.

9. Conclusion

At Centrepoint Christian Church, your feedback is invaluable. We appreciate your commitment to helping us maintain high standards of service and community support. Together, we can ensure that your concerns are heard and addressed promptly and effectively. Thank you for your partnership in our mission to serve our community.