Purpose of this Policy

This policy provides guidance to staff and Parish Pastoral Council (PPC) members regarding the appropriate procedures for handling complaints. Its aim is to ensure that complaints are dealt with professionally, respectfully, and effectively, fostering a positive and responsive environment within the church community.

Definition and Initial Handling of Complaints

If complaints are made informally to a Parish staff or PPC member, the person will try to resolve the complaint in a timely manner. It is hoped that most complaints can be resolved quickly and amicably through this route. In the event that the informal process does not satisfy the complainant, then a formal complaints procedure should be followed.

Formal complaints are recognised as such when they are submitted in writing or by e-mail to the Parish Office. When possible, we recommend that efforts are made in the first instance to resolve any grievances and complaints informally before putting in a formal complaint.

Formal complaints will not be dealt with unless they set out the following:

• The name of the complainant (anonymous complaints will not be dealt with);
• The name of the person and/or event that is being complained about;
• Details of when and where the issue of concern took place;
• Details of any witnesses; - Details of who else the matter has been reported to;
• Confirmation that the complainant agrees that the complaint and the supporting documentation may be provided to the person complained about – should it be necessary to do so.

All formal complaints must be raised within 3 months of the incident occurring, unless there are exceptional attenuating circumstances.

Guidance for Responding to Complaints

1. When a formal written complaint is received it must be acknowledged in writing within a maximum of seven days. A copy of this acknowledgement should be sent to the PPC member responsible for complaints, the PPC Chair as well as the Parish Priest.
2. Initial Assessment: The PPC member responsible for complaints, PPC Chair and/or Parish Priest will review the complaint and confirm it is within the parish’s responsibility.
   • If the complaint concerns the Parish Office, it is referred directly to the PPC Chair.
   • If the complaint raises safeguarding issues, it should be forwarded to the Safeguarding Officer for the relevant church, as well as to the PPC member responsible for complaints, the Chair of the PPC, and the Parish Priest. These individuals will determine if the complaint needs to be escalated to the Diocese. https://holyfamilyelmbridge.church/safeguarding-who-to-contact/
   • If the complaints is not found to be within the parish’s responsibility, the complainant is informed of this in writing.
3. Investigation: If the complaint is deemed to be within the parish’s responsibility, the PPC member responsible for complaints in co-ordination with the Chair of the PPC and/or the Parish Priest will investigate the facts of the case and speak to anyone who has been involved. Relevant people will be kept updated of what is happening.
4. Decision and Response: Ideally, complainants should receive a reply within 28 days of the acknowledgement of the complaint. This reply will contain the decision reached and confirmation of whether any action has been taken.
   • If a complaint cannot be resolved in writing, the complainant should be offered a meeting. This meeting may be attended by the PPC member responsible for complaints, the Chair of the PPC, and/or the Parish Priest.
5. Escalation to Diocese: If the complaint cannot be satisfactorily resolved at the church level, it will be referred to the Diocese for further consideration.

Date of policy: 07/04/2026