We want concerns to be heard and sorted quickly and fairly. This policy explains how to raise a complaint and how we will handle it. A complaint is any expression of dissatisfaction about our actions, decisions, communication, or the behaviour of someone serving in church life.

 

Step 1: Try an informal chat

If you can, speak to the person involved or the relevant team lead soon after the issue arises. Many concerns can be cleared up quickly.

Step 2: Make a formal complaint

If you are not satisfied or the issue is serious, send a written complaint to the trustees.

Please include: what happened, when and where, who was involved, any supporting information, and what outcome you are seeking.

• How to send it: Email kghelston@gmail.com or write to KingsGate Church, c/o Trerodeth, Wheal Vor, Breage, Helston. TR13 9NW

• Acknowledgement: We aim to acknowledge within 5 working days.

• Response: We aim to give a full response within 20 working days. If it will take longer, we will explain why and give a new target date.

We may ask to meet you or speak by phone to understand the issue. We will give those named in the complaint a fair chance to respond. Outcomes might include an apology, an explanation, actions to put things right, changes to practice, or training.

Step 3: Appeal

If you disagree with the outcome, you can appeal in writing within 10 working days of our decision. Send your appeal to the Chair of Trustees at [insert email], explaining why you believe the decision or process was wrong.

• An appeal reviewer who was not involved in the original decision will look at the case.

• We aim to confirm the appeal outcome within 20 working days.

• The appeal decision is final within KingsGate.

 

If your complaint involves the safety or welfare of a child, young person, or adult at risk, contact our Safeguarding Lead straight away at [insert safeguarding email]. If someone is in immediate danger call 999. We will follow our Safeguarding Policy and any legal duties. Safeguarding timelines and confidentiality rules may differ from the general process.

 

We will consider anonymous complaints where there is enough information to act. Anonymous reporting can limit how much we can investigate and the feedback we can give.

 

Tell us if you need help to make a complaint. We can accept complaints in different formats, arrange a supporter to attend meetings with you, and make reasonable adjustments.

 

We keep complaint records secure and only share details with people who need to be involved. We store information in line with data protection law and our Privacy Notice.

 

If a complaint concerns a trustee or senior leader, another trustee not involved will handle it. Where needed, we may seek advice from an external adviser or independent reviewer.

 

We recognise strong feelings can come with complaints. We will set fair boundaries if behaviour becomes abusive, threatening, or persistently repeats the same points after a full response. Any limits will be explained in writing and reviewed.

 

We keep a simple log of complaints, actions, and outcomes. The trustees review themes at least yearly to improve how we serve our community.

 

If your complaint relates to serious governance or charity law issues, you may choose to contact the Charity Commission for England and Wales.
For criminal matters contact the police.

 

The trustees own this policy and will review it every 12 months or sooner if needed.