Introduction
The Church of England is arranged into 42 dioceses, each under the care of a bishop. The Diocese of York, led and guided by the Archbishop of York, covers much of North and East Yorkshire. We are a family of clergy, churches, parishes, and schools, supported in their mission and ministry by services provided by the York Diocesan Board of Finance (“the DBF”).
The teams which deliver this support aim to provide high-quality services. We believe that we do this most of the time – and we are delighted when we receive positive feedback – but we also understand that there is always scope to learn and improve.
Where we are not getting things right, our policy for dealing with complaints aims to create opportunities to learn and improve, as well as a chance to put things right for people affected.
Principles
In dealing with complaints, we are committed to:
- every comment, concern, and complaint should be treated seriously
- no one should be disadvantaged for raising a comment, concern or complaint
- a comment, concern or complaint should be dealt with informally wherever possible
- proceedings should be kept confidential
- a written record should be made at every stage
- attempts should always be made to resolve complaints/concerns as swiftly as possible, after all the necessary evidence is gathered.
- mediation should be considered at every stage.
- Providing a fair and accessible complaints procedure which is clear and easy to use for anybody wishing to make a complaint.
- Looking into and resolving complaints in a timely and appropriate way.
- Treating those who complain with courtesy, and seeking to help repair relationships where necessary.
- Handling complaints in a sensitive manner, and having regard for data protection good practice in managing information.
- Gathering feedback which helps us improve what we do.
Scope
This policy is applicable to complaints about the services provided by the staff of the DBF. Please note that parishes and schools are separate legal entities. Complaints about these organisations should be addressed directly to the relevant school or Parochial Church Council (PCC).
We have a separate and specific policy for complaints relating to the handling of safeguarding matters. This can be found on the diocesan website or can be obtained on request from the diocesan office.
Note also that separate arrangements apply to complaints about clergy. Most members of our clergy are not employees, but ‘office holders’ under ecclesiastical law. Any complaints we receive about members of our clergy will be directed to the relevant Archdeacon to be handled under the relevant procedure.
Definition of a Complaint or Concern
A complaint is a verbal or written expression of dissatisfaction, whether justified or not. It is not a:
- Request for, or the submission of, information;
- Question about a policy or procedure;
- Report about an incident.
Procedure
Practical Considerations
If you are unhappy about the service you have received, please let us know. It helps us to engage constructively with your complaint if you can be reasonably specific about the issue, and about the outcome you seek.
Please provide contact details so that we can get back to you. Note that we do not respond to anonymous complaints. We also do not engage with complaints that we deem, in our reasonable opinion, to be abusive.
Informal Approach
In the first instance, an informal approach might work best. This might involve speaking directly with the person who your complaint is about, or a senior person responsible for the service you are unhappy about. They may be best placed to resolve the matter in a timely and appropriate way.
Often, you might get a response to an informal complaint straight away. We will aim to provide at least an initial response to more complicated matters within five working days.
Formal Complaints
You may wish to make a formal complaint. This might be the case if, for example, you think it would be difficult or inappropriate to raise it directly with those involved; you feel it is a bigger issue than one which can be resolved directly by those involved; or you are unsatisfied with the response to an informal complaint.
To make a formal complaint, please set out the details in writing, either by email to feedback@yorkdiocese.org or else by post addressed to Feedback, Diocese of York, Amy Johnson Way, York, YO30 4XT. These addresses are monitored, and we aim to acknowledge a formal written complaint within three working days of receiving it.
We will assign your complaint to a colleague we think is best-placed to address it. That person will look into the issues you have raised and speak to others involved as appropriate in order to understand the situation.
Response
We will provide a response as soon as we can, and in any event within ten working days. If we can’t respond fully within this time, we will at least provide an interim response explaining the steps we are taking.
Hopefully, our response will provide you with a satisfactory outcome. We will be guided by our principles to seek to learn and improve, and to put things right as appropriate, and seek to repair relationships where necessary.
Mediation
Reconciliation involves clarification of what has happened, how it is perceived by the other person(s) and acknowledgement of the depth of anger and hurt. Reconciliation, for all parties, involves the rebuilding of damaged relationships. Reconciliation should be the desired outcome. It is important to consider how mediation might be used to bring this about at every stage of the procedure (for example, at the outset or where the first formal stage has not resulted in a mutually acceptable outcome).
Important notes
There are some issues for which we have other procedures in place:
- For complaints about our safeguarding practice, please refer to our Safeguarding Complaints Policy and Procedure (see the Diocese of York website).
- Employees, other workers and clergy who wish to raise matters which they believe could amount to malpractice or impropriety should refer to our Public Interest Disclosure Policy (see the Diocese of York website).
- Members of clergy who have a grievance relating to the exercise of their office should refer to the relevant Code of Practice and supportive advice issued by the Archbishop’s Council (see the Church of England website).
Further points to note
Provision of pastoral support
The Diocese may need to consider making independent, confidential pastoral support available to:
- those raising a comment, concern or complaint
- those who are the subject of a comment, concern or complaint, those who are having to deal with a complaint/concern
All parties can request this.
Record keeping
It is important, and in the interests of all parties, to keep written records during the process. Records should include:
- the nature of the comment, concern or complaint raised
- a copy of the written statement of comment, concern or complaint, the initial actions and subsequent actions
- whether the matter was taken to the further stage, and if so, the outcome; and
- subsequent developments.
General
The policy may not be used where other forms of appeal or representation are available, or have been exhausted; for example, appeals against disciplinary or capability decisions or decisions taken under the faculty jurisdiction; statutory rights of objection in respect of proposals for certain housing transactions or for pastoral reorganisation, and applications to Employment Tribunals in certain case
This policy will be kept under review and updated from time to time.