In the Diocese of York, we do all we can to respond to safeguarding concerns and allegations in a way that treats everyone fairly, and with respect and dignity.
While we do our best to provide a consistent and high-quality safeguarding service, we know that sometimes things go wrong. If you are unhappy with the way a safeguarding concern or allegation has been handled, either locally or by the Diocese of York, you can make a complaint.
We understand that raising a complaint can feel difficult. We will do our best to communicate clearly and explain what will happen next.
This page summarises our Safeguarding Complaints Policy and Procedure. You can read the full policy and procedure below.
Safeguarding Complaints Policy and Procedure
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Summary of approach
Before you start
- You can ask for support. If you would like someone to help you communicate with us, you are welcome to involve a trusted person or advocate.
- You can take things at your own pace. We will try to offer choices where we can, including whether you meet in person, online, or by phone.
- Confidentiality has limits. We will handle information sensitively, but we may not be able to share everything with you, especially where it relates to another person’s employment, discipline, or data protection requirements.
Stage One – Informal resolution
Where it feels safe and possible, we will usually try to resolve the complaint informally first.
If your complaint is about something handled locally, we would normally ask you to raise it with the person or group responsible for that work. They should identify an appropriate person to handle the complaint, usually the line manager of the person you are complaining about. If your complaint involved diocesan staff, or you are unsure who to contact, you can contact the Diocesan Complaints Manager: kirsty.mccullough@yorkdiocese.org
A suitable person will be allocated to investigate the complaint. They will offer you the opportunity to meet with them, and they will set out the timescales for a written response. A written response is usually provided within one month, although this may take longer in some cases (for example, due to the availability of key staff who may need to be interviewed as part of the investigation).
Stage Two – Further investigation
You can move to Stage Two if:
- you do not feel able to use Stage One for any reason
- you do not feel the matter has been resolved at Stage One
You should request Stage Two within two weeks of receiving the Stage One written response.
The Complaints Manager will consider whether your complaint is about:
- Service quality – how the safeguarding service was communicated or delivered
- Safeguarding process – whether the right safeguarding steps were followed
Service quality complaints are allocated to a senior member of staff who has had no previous involvement in the matter.
Safeguarding process complaints are allocated to the Independent Chair of the Diocesan Safeguarding Advisory Panel (DSAP). The DSAP Chair may carry out the investigation themselves, or nominate another Panel member. They cannot nominate a member of staff or a member of clergy to undertake an investigation. Neither can they nominate an individual who has been involved in the case at an earlier stage.
If the DSAP Chair cannot identify a suitable person, the diocese will contract an independent safeguarding specialist to investigate. If this happens, we will tell you, and this will be treated as the final stage. Where an independent safeguarding specialist has investigated, the response that follows will be final.
The appointed Investigating Officer will offer you the opportunity to meet with them. They will explain the timescales for a written response. A written response is usually provided within five weeks of their appointment, but may take longer depending on the availability of both the Investigating Officer and those who may need to be interviewed.
The Investigating Officer will make their report to the Diocesan Secretary, who will then respond to the complaint on behalf of the diocese. The response will not include details of any disciplinary or employment-related actions, procedures, or outcomes for clergy or staff. The response will include a summary of outcomes from the Independent Reviewer, including:
- which parts of the complaint have been upheld (and why),
- which parts have not been upheld (and why),
- any recommendations for further action for the diocese to consider.
Final Stage – External review
There are two possible routes to the final stage:
- Where an independent safeguarding specialist investigated at Stage Two – In this situation, the diocesan response following that investigation is final.
- Where the usual Stage Two process was followed – If you remain dissatisfied, you can ask for the Stage Two outcome to be externally reviewed. You should do this within two weeks of receiving the Stage Two written response.
In these circumstances, an independent safeguarding specialist will be appointed to review the Stage Two process and consider whether any further investigation is needed. If further investigation is needed, they will complete this and make recommendations in a report to the Diocesan Secretary and/or the Archbishop. As part of this process, you will be offered the opportunity to speak with the Independent Reviewer.
You will then receive a final response on behalf of the diocese, with a summary of outcomes provided by the Independent Reviewer.