Making a complaint Most organisations, large and small, attract both praise for the work or service that they provide, and from time to time, complaints. Receiving praise is pleasurable and enjoyable. We always like to know when things have gone well. On the other hand most of us do not like to receive complaints. It is the mark of an organisation that wants to be proactive, that organises itself to deal with issues and concerns. For some time now the Diocese has been thinking about developing a complaints procedure which will ensure that we deal with concerns in a consistent way. In essence key features of this new procedure includes:- A fair and just approach An aim to find a solution locally rather than centrally and informally rather than formally The full details can be found below and is also available for download here Diocese of Lincoln and Lincoln Cathedral Dealing with Complaints The Diocese of Lincoln and Lincoln Cathedral recognise that from time to time complaints will arise. Our aim is to have a process that is simple to use and understand. The process is based on the following: There should be no difference in the principles that apply to the approach between clergy, readers, authorised lay ministers, lay people or paid officials The process should be fair and just Help and support should be offered to those making the complaint and those subject to the complaint Confidentiality must be respected Where it is appropriate, the possibility of reconciliation should be explored, There should be the possibility of correcting any errors which may be made Wherever possible the aim is to resolve complaints locally rather than centrally and informally rather than formally If other complaints processes apply, for example bullying and harassment or allegations that may be considered under the Clergy Discipline Measure, the person complaining will be directed and helped to access them. Approaches: 1. The informal local approach: Think about what would resolve your concern • Consider sharing your complaint with the person concerned if this is appropriate Ask a friend to support you If you need further assistance in taking your complaint forward, if you are not satisfied, if you would like the matter independently reviewed or there is a need for independent reconciliation, ask the priest in charge, a churchwarden or a member of the PCC • Most matters can and should be resolved informally and locally. 2. The formal approach: Matters of serious concern1 should be referred to the Bishop’s Chaplain or Cathedral Chapter Clerk in writing You should expect an acknowledgement within 10 working days • In the first instance it will be for the Bishop’s Chaplain or Cathedral Chapter Clerk to decide whether this is a matter that might be better considered locally or, The Bishop’s Chaplain or Cathedral Chapter Clerk will suggest an approach which may require an independent review of a local decision, further reconciliation or progress to one of the specialist formal complaints processes. It should be recognised that in some instances people will take positions where the matter cannot be resolved. However the aim should be to ensure that the process respects those involved and is just in providing an active concern to those who are vulnerable, marginalised or oppressed. Contact Points The Bishop of Lincoln’s ChaplainThe Revd Jayson Rhodes, The Old Palace, Minster Yard, Lincoln LN2 1PU[email protected] The Chapter Clerk and AdministratorMr Will Harrison, The Chapter Office, 4 Priorygate,Lincoln,LN2 1PL[email protected] 1 - Matters of professional misconduct of the clergy, readers or lay ministers or safeguarding matters should always be referred to The Bishop’s Chaplain or the Cathedral Chapter Clerk.