Ruach City Church welcomes your feedback or suggestions on the services we provide to you, so we can continue to improve what we are doing right and improve areas that need to be changed. If you would like to submit a suggestion, provide feedback or make a complaint, please click here to complete a form or send an email to feedback-complaints@ruachcitychurch.org.

Our complaints policy and procedure is detailed below.

Introduction

Ruach City Church are committed to taking all complaints received seriously and handling complaints well, as we wish to:

  • Demonstrate our commitment to our customers and stakeholders;
  • Demonstrate our commitment to providing the best possible service;
  • Find out about things that have gone wrong so we can fix them and make continuous improvements;
  • Prevent things going wrong again in the future;
  • Achieve our organisational values.

Ruach City Church views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
  • To make sure everyone at Ruach City Church knows what to do if a complaint is received;
  • To make sure all complaints are investigated fairly and in a timely way;
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired;
  • To gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Ruach City Church.

Where Complaints come from

Complaints may come from any person or organisation who has a legitimate interest in Ruach City Church.

A complaint can be received verbally, by phone, by email or in writing.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Procedure

Publicised Contact Details for Complaints:

  • Written complaints may be sent to:

Private & Confidential, Head of HR & Administration, Ruach City Church, 122 Brixton Hill, London SW2 1RS or by e-mail to feedback-complaints@ruachcitychurch.org. If the complaint relates to the Head of HR & Administration, the complaint should be addressed to the Deputy Chief Executive.

  • Verbal complaints may be made by phone to our Administration team 020 8678 6888 (option 1) or in person to any of Ruach City Church’s staff, Elders or Ministers. A feedback/complaint form is to be completed in these instances – see copy of form at appendix 1 which are available at Ruach’s receptions, information desks, from our Administration team or on Ruach’s website www.ruachcitychurch.org.

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Complaints are acknowledged by the person handling the complaint within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply (within four weeks).

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe:

  1. the action taken to investigate the complaint;
  2. the conclusions from the investigation, and
  3. any action taken as a result of the complaint.

If the complaint relates to the Head of HR & Administration, the complaint should be addressed/sent to the Deputy Chief Executive for processing and monitoring.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at a level above, Senior Management or Trustee Board level. For example, if Senior Management processed Stage One, Stage Two would be forwarded to Board of Trustees. At Stage Two, the complaint could be passed to an Elder, Manager, Senior Management, Deputy Chief Executive or Board of Trustees.

The request for a Stage Two level review should be acknowledged within one week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The person who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

The decision taken at this stage is final, unless the Senior Manager/Trustee Board decides it is appropriate to seek external assistance with resolution.

External Stage

The complainant can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself in can be found on their website at: www.charitycommission.gov.uk.

Variation of the Complaints Procedure

The Trustee Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually at Ruach City Church to identify any trends which may indicate a need to take further action.