Complaints

PAROCHIAL CHURCH COUNCIL OF ST ANDREW & ST GEORGE,
STEVENAGE

COMPLAINTS POLICY AND PROCEDURE

 

 

The Parochial Church Council (PCC) is committed to its role which primarily
includes “cooperation with the minister
in promoting in the parish the whole mission of the Church, pastoral,
evangelistic, social and ecumenical.” But there may be a time when you need
to complain. This complaints procedure is for those who are unhappy about
matters for which the PCC is responsible that have affected them. Prior to using
this formal procedure the PCC encourages an informal approach to the Rector to
see if the matter can be resolved in that way.

 

But
if your complaint is about:

Safeguarding
of Children or Vulnerable Adults; please in the first instance contact the Diocesan
Safeguarding Adviser at safeguarding@stalbans.anglican.org

The Rector or another minister; please raise the matter with the Rector. If the
matter remains unresolved you could contact the Archdeacon, at
archd@stalbans.anglican.org You may wish to read the leaflet  “I have a complaint about misconduct by a
member of the clergy – what can I do?” at https://www.churchofengland.org/media/1937470/makingcomplainta4.pdf
.

Bullying or
Harassment (by adults); you may find it helpful to consult the
Diocesan policy on this at https://www.stalbans.anglican.org/diocese/preventing-bullying-and-harassment-policy/

 

 

Making a complaint to the PCC

Complaints should be made in writing or by email to the PCC Secretary whose name and contact details are set out below. The PCC Secretary will ensure that your complaint is:

  • treated seriously
  • handled fairly without bias or discrimination
  • treated confidentially.

 

You should complain within 3 months of the event that you are complaining about. You need to set out:

  • your full name and address
  • what you think went wrong and how it has affected you including enough details to show why you are aggrieved
  • what (if anything) you think the PCC should do to put it right

If someone else complains on your behalf, the PCC will need written confirmation from you saying that you agree for that person to act for you.

 

The PCC Secretary should immediately record receipt of a complaint in a log.

 

 

How your complaint will be dealt with

The PCC Secretary
will write to you or send you an email to confirm receipt of your complaint within
7 days of its receipt and arrange for it to
be considered by the PCC Complaints Committee. The Complaints Committee will be
formed of the PCC Standing Committee and the Secretary.  If your complaint refers to particular individuals
who are members of the Complaints Committee it will meet without them being
present.

 

The Complaints Committee will look fairly into your complaint including seeking
the views on the matter from any individuals, whether members of the PCC or otherwise,
to which your complaint refers. The Complaints Committee may appoint one or
more persons to look into the matter on its behalf but it will be the Complaints
Committee that makes any decisions. The Complaints Committee and any such appointed
persons will treat the matter confidentially.

 

The Complaints Committee may invite you to present your
complaint to them. If so, you may attend with a friend / representative if you
wish.  The meeting should be held as
informally as possible. The Chair will explain the purpose of the meeting,
introduce the members and emphasise confidentiality. The meeting will be minuted
by the Committee.

 

The PCC Secretary
will write to you with the conclusions from the Complaints Committee’s review and
reasons for that outcome. The PCC Secretary will aim to respond to you in this
way as soon as possible, and no
longer than 90 days the after receipt of your complaint.

 

 

This will be the
PCC’s final response to your complaint.

 

 

PCC Secretary:    Liz Carvell

 

Email:    lizcarvell23@gmail.com

 

 

 

 

Approved by the PCC on 17th July 2023

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