Complaints Policy
POLICY STATEMENT
Introduction
Defining a complaint: A complaint is an expression of dissatisfaction about any aspect of our operations, whether actions taken or lack of action, justified or not. It can come verbally, by telephone, e-mail, or by letter.
We recognise complaints are different from concerns. Where there is a doubt, it will be treated as a complaint.
We recognise complaints need to be considered and resolved as quickly and efficiently as possible. We aim to resolve all complaints in a timely and satisfactory manner for everyone’s benefit.
We regard complaints as a source of learning and improvement and when responding to a complaint we will acknowledge if things have gone wrong and take proportionate action to put things right whether that be an apology or changes to services for example.
This policy covers all staff and trustees and associated personnel whilst engaged with work or visits related to the Charity, including but not limited to the following: consultants, volunteers, contractors, etc. We ask that everyone follows our process and procedures in order to get the best outcome with least complications.
Overall responsibility for this policy and its implementation lies with the Trustees.
Our complaints records are kept for 3 years.
If a serious incident takes place, charity trustees are required to report what happened to the Commission and explain how it is being managed. An actual or alleged incident must be promptly reported to all the relevant authorities.
The purpose of this policy
An effective complaints’ management system is a proven way of maintaining and building relationships between the Charity members and other individuals or bodies with whom we interact.
Effective handling of complaints demonstrates our commitment to providing the best possible service. It helps us to find out how things have gone wrong, how to put them right, and to prevent future re-occurrences.
We commit to:
-
ensuring that everyone is treated equally, regardless of: age, disability, gender reassignment, race, religion or belief, sex, or sexual orientation;
-
providing a fair and easily understood procedure for dealing with complaints ensuring everyone knows how to make a complaint and how a complaint will be handled;
-
publicising / making known the existence of a policy, together with relevant contact details and procedural guides, and to ensure that all who are responsible for Charity affairs understand what needs to be done should a complaint occur;
-
ensuring that complaints are dealt with consistently, fairly and sensitively within clear time frames and every effort is made to resolve matters satisfactorily for all parties;
-
ensure that complaints are monitored to improve our services through being used as a source of information for future reference and improvements in process, where appropriate.
Confidentiality
All complaint information will be handled sensitively and confidentially, i.e. telling only those who need to know, and with due regard to data protection requirements.
Complaints procedure
1. Complaints should be made to the Complaints Handler, (a) in writing or by (b) email. Please see contact details below:
Name: Jacquelyn Mccarthy
Address: Field House Ford Hill, Little Hadham, Ware, England, SG11 2AZ
Email: policies@crclondon.com
2. The person making the complaint should be told:
-
that we have a procedure;
-
what will happen next;
-
how long it should take to be dealt with.
Resolving a complaint
1. The Complaints Handler will deal with the complaint. See details below.
Name: Jacquelyn McCarthy
Role: Policies Manager
Address: Field House Ford Hill, Little Hadham, Ware, England, SG11 2AZ
Email: policies@crclondon.com
2. Whether resolved or otherwise, the complaint should be passed to the Chair of the Trustees within 1 week of the occurrence, who must record it in the complaints log.
​
3. The person making the complaint must receive an acknowledgement from the person responsible for the investigation within 1 week, with their estimate of the likely time frame.
​
4. If unresolved, the issue must be delegated to another Trustee for investigation and action.
5. Any individual who is the subject of the complaint must be informed and given the opportunity to respond.
​
6. The person making the complaint should receive a judgement or a progress report within 4 weeks, detailing the action(s) taken in the investigation, any conclusion and action resulting.
Specific Types of Complaints: Data Protection and Safeguarding
Data Protection complaints
If you wish to complain to the charity about:
-
how your personal information has been processed;
-
how your complaint has been handled, or
-
appeal against any decision made following a complaint.
Please address your complaints to the Data Protection Officer (DPO), as follows:
Name: Jacquelyn McCarthy
Address: Field House Ford Hill, Little Hadham, Ware, England, SG11 2AZ
Email: policies@crclondon.com
The procedure for handling data protection complaints:
1. Complaints regarding how your personal information has been processed should be submitted to the DPO, who will acknowledge receipt within 10 working days.
​
2. The DPO will review and respond in writing to your complaint, within 20 working days of receipt. If a complaint is complex and we cannot send a full reply within 20 working days, we will tell you the reason why and let you know when we will be able to reply in full. If an extension is required, this will be with the agreement of both parties and up to a maximum of a further 28 working days.
​
3. If you are dissatisfied with the way in which your complaint has been handled, then you may contact us, outlining your concerns, and an independent staff member will respond to you within 10 working days, to outline the next steps.
​
4. If you remain dissatisfied, you may forward your complaint to the Information Commissioner's Office (contact details can be found on their website at: https://ico.org.uk/concerns/handling/).
​
Safeguarding complaints
Protecting people and safeguarding responsibilities is a governance priority, and the Charity takes reasonable steps to protect people who come into contact with our charity, from harm.
If you have any concerns about the behaviour of a member of staff, volunteers, guests or beneficiaries in any situation, it is vital that you tell us about it immediately, so that appropriate action can be taken.
This complaints policy will work alongside the Charity’s Safeguarding and Whistleblowing Policies.
The procedure for safeguarding complaints
1. We take all concerns and complaints seriously. If we have an incident or allegation of abuse, we will handle and record it in a secure and responsible way, and in accordance with any legal and statutory obligations.
2. We will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know, in order to help resolve it. There may however be occasions when we cannot provide absolute confidentiality; for example, in circumstances where a child or vulnerable adult may be at risk of harm, and any relevant information will be shared with others concerned in the safety and welfare of service users.
3. We will handle information in line with the Data Protection Act.
​
4. We will report to the police if the incident or concern involves criminal behaviour. Where necessary, we will also refer to social services and report to other agencies (i.e. send a serious incident report to the Charity Commission).
​
5. If the complaint is received by telephone, we will listen and record the complaint and summarise for the complainant, to ensure that the details are correct. The complaint will then be passed with due haste to the Designated Safeguarding Lead (Lead DSL); alternatively, you can make a complaint using your preferred method and format of communication direct to the DSL, whose contact details are as follows:
Name: Anton Snyman
Address: policies@crclondon.com
Email: safeguarding@crclondon.com
Telephone: 0207 265 0030
1. The Designated Safeguarding Lead (DSL):
-
will acknowledge your complaint within five days of receipt;
-
will keep you informed throughout the process;
-
contact the Chairperson for a decision on whether to conduct an internal enquiry, or whether it is necessary to pass to another agency, such as: the police, social services, or the Local Authority Designated Officer (LADO).
-
No safeguarding decision will be made in isolation.
2. The DSL will ask the receiving agency to:
-
keep the Charity informed; and
-
be included in any strategy meetings which may be held.
3. The person making the original complaint will be informed if other agencies are involved.
4. At the end of the process, the complainant, family and alleged perpetrator will be informed of decisions made.
5. The DBS will be kept informed throughout this process and MUST be informed of the final decision.
Charities Commission Guidance
Complaints Policy Review
This policy was reviewed in September 2025 by Pastor Ninette Heyneke, Chair of the Board of Directors.
Signed:
Pastor Ninette Heyneke.