The VCUKI Complaints Policy is for those that use our services. If your complaint is against a local Vineyard church, you should contact them in the first instance, before escalating your complaint.

1 Opening Statement

Vineyard Churches UK and Ireland (VCUKI) recognises that from time to time the quality of services provided by us may not meet up with the standards that individuals have come to expect. We want everyone to feel safe, valued and listened to. It’s important to us that when you have an issue or a concern that is impacting how you feel about your experiences with us, that you know what to do and who you can speak to. VCUKI 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. 

VCUKI also welcomes positive feedback when things have gone right as well as general feedback on how things can be improved. We love to hear from you so please send us feedback by emailing us at [email protected]. 

To make a formal complaint about any experiences you have had, please follow the guidance below.

2 What is the purpose of this policy?

• To provide a fair complaints procedure which is clear and easy to follow for anyone wishing to make a complaint.
• To make sure everyone at VCUKI knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely manner.
• 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.
  

Where appropriate, we believe that it is best to follow the Scriptural principles of reconciling differences before resorting to this formal complaint process. We would always encourage people to pursue an informal resolution wherever possible. However, we recognise that there may be occasions when there will be no alternative but to resort to a formal complaint. This formal procedure should only be instigated when attempts to resolve the issue informally have failed or where, due to the nature of the complaint, it is not appropriate to address it with the person concerned.

3 Complaint Focus

The types of complaints that will fall under this policy will include:

• Conduct of our staff, volunteers and/or licensed senior pastors,
• The standard of service we provide as a national denominational body,
• Discrimination,
• Provision of inaccurate information,
• Poor administration including delays in responding to enquiries, or financial mismanagement.

4 Complaints About Local Vineyard Churches

Complaints about Licensed Senior Pastors and the churches that they lead, should in the first instance be directed to the church concerned. Any complaints received by VCUKI about a local Vineyard church will usually be referred to the trustees of that church and the area leader notified of the nature of the complaint made. 

In some circumstances, VCUKI may arrange its own review. This would usually only be when a complaint has already been heard and reviewed by the local church and/or the concerns raised could affect a church or Senior Pastor’s licensing.

5 Safeguarding Concerns 

This policy is not intended to be used for raising safeguarding concerns regarding allegations of abuse against children and/or vulnerable adults at VCUKI events or by staff, volunteers or licensed senior pastors. 

All safeguarding concerns should be directed to the Safeguarding Co-Ordinator at [email protected].

Any complaint received that contains a safeguarding concern will be dealt with in accordance with the VCUKI Safeguarding Policy

6 Complaints Procedure

• To raise a complaint with VCUKI, please complete the Complaint Form by clicking here – once completed this form will be emailed to the Complaints Manager (please note after completing your form, you will receive an email asking you to confirm your email address. This needs to be
  confirmed for your form to be submitted to us). If the complaint is about the Complaints Manager, please email [email protected] and address your complaint for the attention of the Chair of Trustees. Alternatively, you can call the Finance and Legal office on +44 (0)1482 462 690.
  • To help VCUKI to process your complaint you should provide as much detail as possible about your complaint.
  • If you have previously submitted your complaint to an affiliated church, please indicate this and explain your reasons for now bringing the complaint to VCUKI.
• A VCUKI representative will acknowledge receipt of your complaint (normally within 7 days).
• The Complaints Manager will then arrange for your complaint to be reviewed.
• Following the review of the complaint, the Complaints Manager will contact you and let you know either that:
  • a) your complaint will be investigated; or
  • b) your complaint will not be investigated and explain why.
    
• The decision of the review will be communicated to you within a reasonable time – normally within 10 working days of receipt of the initial acknowledgement email.
• If it is decided that your complaint should be investigated, the Complaints Manager will inform you how this will be handled and give you an indication of how long this should take to complete. Most complaints can usually be investigated, and the outcome communicated to you within 21 days. More complex investigations, however, may require a more significant period, potentially taking 6 months or more to complete.

6.1 Appeal

If you wish to appeal the outcome of your complaint, you must submit a formal request in writing to the VCUKI Board of Trustees. Please note that an appeal is not an automatic right; requests will only be considered if they meet the specific, objective criteria outlined in the subsequent points.

• The right to appeal is not automatic. The VCUKI Board of Trustees retains the sole discretion to review all appeal requests and decide whether to grant an appeal hearing.  
• Appeals will typically only be considered where: 
  • There is evidence of a significant procedural error or flaw in the investigation process that demonstrably and adversely affected the outcome.
  • New significant evidence has come to light which was not reasonably available at the time of the investigation and would have been likely to significantly alter the outcome.
• An appeal must be submitted within 6 weeks of the outcome being communicated to you or it will be automatically rejected. 

If an appeal is accepted by the trustees, the board will appoint a panel to hear the appeal and ensure that no one previously involved in the complaint process is a member of that panel. 

The result of any appeal will be communicated to you, and any decision of the appeal panel shall be final.

7 Monitoring and learning from complaints

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

8 Charity Commission

Anyone can complain to the Charity Commission at any stage. Information about the kind of complaints the Commission can involve itself with can be found on its website at www.charitycommission.gov.uk/publications/cc47.aspx

9 Initial Contact

Complaints should be sent to the Complaints Manager 

Email address: [email protected]

Postal Address: 

Vineyard Churches UK & Ireland

Unit 8

K3 Business Park

200 Clough Road

Hull
HU5 1SW

---

Policy Added Sept 2020

Last updated 16/12/2024