Complaints Policy

We always seek to do things well as a church. However, we acknowledge that occasionally things may not go as planned, and you might feel the need to raise a concern.  In the first instance, we encourage anyone with a complaint to try and resolve the matter directly with the person involved. If this is not possible or if your complaint is of a more serious nature, then you can follow our complaints process outlined below. Where possible, we will do our best to resolve any issues in a timely fashion.

Complaints could include / be related to:

• Conduct of our staff, leaders and volunteers;
• Where a service we provide as a local church has failed someone in some way;
• Discrimination
• Inappropriate delays in responding to enquiries; or
• Financial mismanagement

This policy is not intended to be used for raising safeguarding concerns regarding allegations of abuse against children and/or vulnerable adults, you can access this through our Safeguarding Policy.

If you would like to make a compliant please complete the below form, providing as much detail as possible, and our complaints manager will contact you with more details on our procedure and policy so we can deal with your compliant in a timely manner.

Alternatively you can send your complaint by postal address to: FAO Complaints Manager, Manchester Vineyard, Colony, 5 Piccadilly Place, Manchester M1 3BR

When a complaint is received, we will acknowledge it to confirm we have received it. We will always look into the complaint, and we will inform you of what we have discovered and any actions we have taken where it is appropriate to do so. However, due to sensitivity and/or legal and compliance reasons, we may not always be able to share all the findings and actions with you.

We take complaints seriously and respond to them as thoroughly as possible. If you remain concerned that your complaint has not been resolved satisfactorily, you may refer the matter to Vineyard Church UK & Ireland. Additionally, you can contact the Charity Commission at any stage. Details of the types of complaints they handle can be found on their website here.