COMPLAINTS

If you need to make a complaint 

We hope you’ll never need to send us a complaint, because we try hard to meet the high standards that we set for ourselves. However, sometimes things go wrong, and you may want to make a complaint. In the first instance we encourage anyone with a complaint to try and resolve the matter with the person they have been dealing with. If you are unable to do so or the complaint is of a more serious nature, then we have a formal complaints process which is set out below. Regardless of whether a complaint is submitted formally or informally we will do our best to resolve the issue in a timely fashion (where that is possible) and to communicate well with you. If your concern relates to safeguarding, please report this directly to our Safeguarding Officer.

You can make a complaint by completing the below form or by writing to Private and Confidential, Complaints c/o Head of Operations, Soul Survivor Watford, 5-7 Greycaine Road, Watford, Herts, WD24 7GP.  

Please remember to include your full name and contact details, a clear description of your complaint, any relevant supporting documents and let us know how and when you would like to be contacted with a response. If you send us a complaint, we will acknowledge the complaint within 5 working days, so you know we’ve received it. We will look into the circumstances of your complaint and if it is appropriate to do so we will let you know what we have found and what action we have taken to remedy the issue. Please bear in mind that for sensitivity and/or legal and compliance reasons we may not always be able to tell you what our findings are or what action we have taken in response to a complaint. We will however always look into complaints that are made and are committed to taking the appropriate action in the circumstances. We ask that people submitting a complaint or concern note that there may be a duty to refer safeguarding allegations or concerns to the Diocesan Safeguarding Team.

Concerns can also be raised at any point to the Bishop’s Visitor by emailing or calling 01727 818 121.

What if you’re not happy with our response to your complaint? 

We take complaints seriously, and we respond to them as thoroughly as possible. If you remain concerned that your complaint has not been dealt with satisfactorily, you can ask for it to be escalated to the Lead Pastor of Soul Survivor Watford or the Chair of Trustees, representing the Trustees of Soul Survivor Watford. You can also share your concerns with the Bishop’s Visitor.

Soul Survivor Watford is a UK-registered charity and a Bishops Mission Order within the Church of England. In the event of a serious complaint, we or you may escalate the complaint to the Bishop of St Albans or the Diocese of St Albans. You may also escalate your complaint to the Charity Commission. Information about the kind of complaints the Charity Regulator can involve itself in can be found on their website. 

You can find out more in our Complaints Policy to review how we handle complaints.