2. Complaints

2.1 What is a complaint?

For the purpose of this policy, a complaint is an expression of dissatisfaction by one or more individuals relating to what is perceived to be the unsatisfactory or unacceptable behaviour, or lack of action, of an individual, Committee, Department, Council or other body referred to in paragraph 1.1.

A complaint may include, but is not restricted to:

Quality and standard of service provided
Treatment or inappropriate behaviour by or attitude of a staff member, contractor, Department or representative of the Church
Failure to follow an appropriate administrative process

The definition of a complaint is very broad and the list above is not exhaustive. However, it should be noted that not every concern is a complaint. For example, the following are not complaints:

A grievance by a member of staff that is being handled in accordance with the grievance procedure set out in their contract of employment
A request under the Data Protection Act 2018
A request for information or an explanation of policy or practice
A response to an invitation to provide feedback through a formal mechanism such as a questionnaire or committee membership
An insurance claim
An issue which is being, or has been, considered by a court or tribunal
An informal service issue (e.g. routine IT or maintenance work)
An appeal or complaint for which an alternative method of review or resolution exists within the Acts and Regulations of the General Assembly
A request to have a complaint reconsidered where the Church's procedures have been completed and a final decision has been issued.

It is recognised that some situations can involve a combination of issues, some of which are complaints and others are not. Each situation should be assessed on a case by case basis.

2.2 Who can make a complaint?

This CHP covers complaints from anyone who receives, requests or is affected by our services. Complaints may be submitted by members of the public where they have a complaint about matters which are (or which were at the time the issue arose) the responsibility of the Church.

Sometimes individuals may be unable or reluctant to make a complaint on their own. Complaints will be accepted from third parties, as long as the individual affected has given their personal consent under the requirements of the Data Protection Act 2018. This usually means that the complainant must give clear written authority for the third party to act on their behalf.

2.3 Anonymous complaints

Complaints submitted anonymously will be considered if there is enough information in the complaint to enable the Solicitor of the Church or the investigating officer to make further enquiries. If an anonymous complaint does not provide enough information to enable further action to be taken, it is unlikely to be pursued further. However, consideration will be given to the issues raised and the complaint will be recorded so that corrective action can be taken as appropriate.

Any decision not to pursue an anonymous complaint must be authorised by the Solicitor of the Church.

2.4 Complaints involving organisations/ contractors who provide a service on behalf of the Church

Complaints about the service of another organisation should be made to the appropriate organisation direct.

2.5 Time limit for making complaints

Complaints should be raised as soon as problems arise to enable prompt investigation and swift resolution. This CHP sets a time limit of three months, starting from when the complainant first became aware of the problem, to raise a complaint. Unless there are special circumstances which would justify an extension of time being granted, complaints received outwith this timeframe will not be actioned under the CHP.