Raising a complaint

Introduction – a commitment to care, for truth and to relational unity, but also to learn and grow

Christian Life Ministries (“CLM Church” or “CLM”, as we are known) is committed to operating in an environment of biblical unity, transparency, the establishing of truth (to the extent possible and appropriate), a place where we can learn and grow, and providing a safe community for those who attend, volunteer, work and interact with the church. Following biblical principles, our desire is to love and care for all people and to treat them with dignity and respect whether they are a member of the public or part of the church family. We hope and encourage everyone working or volunteering at (or representing in any way) CLM Church to be devoted to reflecting God’s character in maintaining and upholding Biblical standards of integrity, humility and love in the work we do.

Sometimes things go wrong…

We recognise that church members, and those who might visit or engage with CLM in a professional capacity, would expect to receive high standards of care and/ or working. However, we also appreciate that, from time to time, there may be occasions when CLM (either as an organisation, or one of its employees or volunteers working on behalf of or representing CLM) might fall short of these standards and/or what others might perceive to be appropriate standards. Because of this, individuals or organisations may want to raise a complaint.

Because we value truth and also want to guard relational unity within the church, where appropriate, we would encourage, in the first instance, an informal approach to resolving a grievance or complaint (cf Matthew 18:15-16).

However, we also recognise that, in some circumstances, or where informal methods have not resulted in a satisfactory outcome (including reconciliation / forgiveness), a more formal complaints handling procedure is required.

CLM’s commitment, with respect to its complaints policy and procedure is:

• To make our complaints policy publicly available, so that people know how and who to contact to make a complaint.

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.

• To ensure that the appointed CLM contact for receipt of complaints follows the correct procedure and the complainant understands the steps of the process.

• To make sure formal complaints are investigated fairly and in a timely way.

• To seek to ensure that all complaints are, wherever possible, resolved and that relationships are repaired.

• To gather information which helps us to improve what we do.

How do I make a complaint and what’s the right next step?

In any process, love, truth and grace is greatly valued and likely to be appreciated by all. Equally, CLM recognise that some complaints may be very serious in nature, might involve a breach of trust or law, carry deep pain and hurt, and thus need to be processed in a careful and controlled manner that is respectful of the situation and the individuals implicated / involved. This is why a formal complaints handling procedure is required.

However, CLM hope and expect to resolve (or facilitate) any day-to-day difficulties or complaints informally and as quickly as possible.

Informal Complaints

An informal complaint might be minor in nature, for example a minor disagreement, observation or a suggested improvement to a process. No laws have been broken, no long-term harm or hurt has likely been caused. Such complaints are usually and easily resolved with a conversation between the parties involved.

Ideally, if the informal complaint is with respect to an individual, CLM would encourage the person with the complaint to speak to the person or people with whom the complaint is about, unless this would seriously prejudice addressing the complaint. Informal complaints that relate to the organisation, that are minor in nature, should be directed to a member of the CLM Leadership team, Eldership or Ministry Leader.

On occasion, attempts to resolve an issue informally may fail or it may not even be appropriate. A formal process of reviewing and addressing a complaint is available for such cases. CLM hope that through an informal process, that seeks to learn, that most complaints can be resolved by talking and achieving a shared understanding of the issues, and making room for forgiveness to be requested and granted where necessary.

Formal Complaints

A formal complaint is a grievance or concern of a serious nature, for example misconduct, mismanagement, bullying, discrimination, negligence or a law broken. Such complaints would typically need appropriate investigation, resolution and with potential changes to policies and / or procedures. Where appropriate, all necessary statutory agencies will be contacted.

Receiving Formal Complaints

Formal complaints may arrive through channels publicised for that purpose only. Comments on, for example, social media platforms or other CLM communications channels, will not be construed as a formal complaint (although we may still strive to investigate and learn from any genuine grievance received through other channels).

A formal complaint should be documented on a CLM Complaints Handling Form which can be completed on CLM’s website, or is available as a PDF/Word document from a member of the CLM Leadership Team or Elders.

Where a complaint is received by email or telephone call, complainants will be directed to CLM’s website to complete a form, or will be asked for contact information so a form can be sent out.

A person who receives a phone or in-person complaint should:

• Acknowledge the person and state that we have a formal complaints handling policy and procedures to help ensure that we handle all informal and formal complaints sensitively and appropriately.

• Take the complainant's name, address and telephone number.

• Note down the relationship of the complainant to CLM, e.g. Congregational member, volunteer, member of the public.

• Provide a copy of the policy and complaint handling form to the individual (this might be a paper copy, emailed or by directing the CLM website).

Publicised Contact Details for Complaints:

To request a copy of the complaints handling policy, a complaint handling form, or to submit a completed form (not already submitted via the form on the website, please email complaints@clmchurch.co.uk, or write to General Manager, CLM Church, Parkside, Coventry, CV1 2HG.

Verbal complaints may be made by phone to the General Manager at +44 (0) 2476 226 698 or in person to any of CLM’s staff or trustees at the same address as above or at any of our events.

Published May 2024 / Reviewed by CLM Trustees