4. Governance of the Complaint Handling Procedure
4.1 Staff roles and responsibilities
All staff will be made aware of this CHP. All senior staff will know how to handle complaints at the direct resolution stage and ensure they are recorded appropriately.
The Church will ensure that:
- It maintains overall responsibility and accountability for the management and governance of complaints handling;
- It has an active role in, and understanding of, the CHP;
- Mechanisms are in place to ensure a consistent approach to the way complaints handling information is managed, monitored, reviewed and reported at all levels; and
- Complaints information is used to improve services and communication both internally and externally.
This will be done through oversight by the Governance Group of the Assembly Trustees, which will be responsible for monitoring the operation of this CHP.