Clitheroe Community Church views complaints as an opportunity to learn and improve, as well as a chance to put things right for the person or organisation that has made the complaint. Your comments, compliments, suggestions or complaints are always welcome and we aim to respond to them quickly, effectively and honestly. Our procedure for resolving complaints is based on Matthew 18: 15-17.
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. If the complaint is received by someone else, the person responsible for the issue being complained about should be informed and given a fair opportunity to respond.
As the leadership team (elders and trustees) are ultimately responsible for all Clitheroe Community Church staff, volunteers and projects, they may be able to help in resolving complaints informally. As part of learning and improving for the future, it may be helpful to inform the leadership team of the complaint, even if they are not directly involved in resolving it.
Stage Two
If, after discussing any concerns with the person responsible for the issue, and with an elder or trustee, the complainant remains dissatisfied, or if the complaint is too serious for informal resolution, a formal complaint can be made. Formal complaints should be made in writing to the leadership team, by letter at Clitheroe Community Church, Millthorne Avenue, Clitheroe, BB7 2LE or by e-mail at info@clitheroecommunitychurch.co.uk. If the complaint is against any member of the leadership team it should be addressed to the pastor, Mark Woodward or if the complaint is against the pastor, it should be addressed to the trustees using the addresses above.
A written initial acknowledgement, including a copy of this complaints statement, will be sent to the complainant within seven days of receipt of the formal complaint.
The complaint will be investigated, which is likely to include face-to-face interviews with the complainant, the person responsible for the issue being complained about and other involved persons or witnesses, along with gathering evidence from other sources. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
A full response will be sent to the complainant within 30 days of receiving the complaint. However in some circumstances, for instance where the issues are particularly complex or where it is a particularly busy period of the year, then the response may take longer. If this is likely then the investigator will write to the complainant with a revised timescale at the earliest opportunity.
External Stage
If the complainant feels that the problem has still not been satisfactorily resolved at Stage Two, the Church is affiliated to three national bodies which may be able to help:
Contact Details for Complaints
Written complaints may be sent to Clitheroe Community Church, Millthorne Avenue, Clitheroe, BB7 2LE or by e-mail.
Verbal complaints may be made by telephone to 01200 444148 or in person to any of Clitheroe Community Church’s leaders or volunteers at any of our events or activities.
Issue 1