Complaints Procedure
We strive to do everything to the best of our ability, but we know that we can’t always get it right. You may feel the need to raise a concern, and we want to give you the space to do that confidentially.
Making a Complaint
We would always encourage you to speak to the individual directly about the area of your concern. Often, issues which could develop into complaints sometimes arise from a misunderstanding and can be easily and satisfactorily resolved with explanation and clarification. If this is not possible, or your complaint is more serious then we would encourage you to complete the form below.
Our complaints policy and procedure has been put in place to provide a means to resolve a dispute between Stevenage Vineyard and any complainant. It requires staff and Trustees at every stage to work towards resolving the complaint. Complaints are likely to be in one or more of the following areas:
- Dissatisfaction with the service, such as inadequate work, problems with training course, ministry event, workshops, unacceptable delay or failure to deliver a service etc.
- Disputes between Stevenage Vineyard, other organisations and members of the public regarding policy, procedures or activities.
- Discourtesy or unhelpfulness on the part of an employee.
If the complaint involves the Senior Pastor directly, then instead it should be made in writing and addressed to: The Chair of Trustees, Stevenage Vineyard, Unit 1 The Orbital Centre, Cockerell Close, Stevenage SG1 2NB.
Every complaint received will be looked into and a response in writing can be expected within 10 working days of receipt. This response will summarise what investigation have been carried out and what action, if any, is proposed to resolve the matter.