Complaints procedure

Our commitment

We want to listen well, respond fairly and learn when something has gone wrong. A complaint is any expression of dissatisfaction about an action, decision, standard of service or failure to act. You will not be treated less favourably for raising a concern in good faith.

Use the right route

This procedure covers ordinary complaints about our services, communications, events, facilities, conduct and fundraising. Some matters need a different or urgent process:

• Immediate danger or crime: contact the emergency services or police first.
• Safeguarding: report concerns about a child or adult at risk through our safeguarding page; do not wait for the complaints process.
• Personal information: use the privacy-policy contact route for data rights or a privacy complaint.
• Employment, whistleblowing or clergy discipline: use the applicable internal, diocesan or canonical procedure, which the parish office can identify.

How to complain

Email parish.ourladyofwalsingham@northamptondiocese.org, telephone 01536 203121, or write to Legal website operator to be confirmed at Registered address to be confirmed. If possible, tell us what happened, when and where it happened, who was involved, how it affected you, what outcome you are seeking and how we may contact you safely. You may ask someone to help you or act as your representative. We will make reasonable adjustments and accept complaints in another accessible format.

Stage one: local response

We aim to acknowledge a complaint within five working days. A suitable person will review the relevant information, speak to those involved where appropriate and provide a written response normally within 20 working days. If more time is needed, we will explain why and give a revised date. We may suggest an early conversation if that is likely to resolve the matter, but you do not have to accept informal resolution.

Stage two: review

If you remain dissatisfied, ask for a review within 20 working days of the stage-one response and explain what you believe was missed or what outcome remains unresolved. Where possible, a senior person or trustee who was not responsible for the original decision will review the process, evidence and response. We aim to issue the final internal response within 20 working days.

Fairness, confidentiality and records

We will handle complaints respectfully, share information only with people who need it and give anyone criticised a fair opportunity to respond. We cannot promise complete confidentiality where investigation, safeguarding or law requires disclosure. We keep a proportionate record of the complaint, evidence, decision and actions under our retention and privacy arrangements.

Possible outcomes

A response may include an explanation, correction, apology, practical remedy, refund where appropriate, change to a process, staff or volunteer guidance, or a decision that the complaint is not upheld. We will give reasons, address the substantive points and explain any next step.

Anonymous, repeated or unreasonable complaints

We will consider anonymous concerns where there is enough information, particularly if safety is involved, but anonymity may limit what we can investigate or report back. We may limit contact that is abusive, threatening, discriminatory, persistently repetitive or disproportionate after giving a clear explanation. A person’s underlying complaint will still be considered on its merits.

External routes

After completing our process, an appropriate external body may be able to consider the issue. The correct body depends on the subject and our registration status; these organisations are not general appeal bodies for every parish decision.

• Fundraising Regulator: Complaints about charitable fundraising in its remit
• Information Commissioner’s Office: Complaints about personal information
• Charity Commission: Serious concerns about a charity rather than routine service disputes
• Equality Advisory and Support Service: Advice about discrimination and reasonable adjustments

Learning and review

We review complaint themes, outcomes and response times to identify improvements. Serious issues and significant trends should be reported to the body responsible for governance. This procedure is reviewed at least annually and after a material regulatory or organisational change.