Complaints procedure

If you wish to make a complaint about a member of the City Pastors Team, please either contact Claire as the City Pastor Coordinator on 07971234777 or email: bcitypastors@gmail.com.  Alternatively, please contact any member of the Steering Group, whose contact details are available in the handbook section 2 on the website.

If the complaint is of a safeguarding nature, please follow the safeguarding procedure and contact our safeguarding Officer Dave Wiles. The safeguarding policy can be found in section 2 of the handbook on the website.

In summary, the complaints procedure is as follows:

• Receive an email or phone call. 

• If it is a phone call, advise the person to send any concerns in writing, as only those received in this way can be investigated.  

• The other person's perspective would then be gained (if appropriate – may not always be), and information gained would be fed back to the steering group. Assess for any safeguarding concerns and address if necessary.

• Ask for feedback from the group (or in a meeting) and formulate a plan with timescales - no decision should ever be made by one person. 

• Avoid discussions whilst on patrol, as this does not provide a confidential space and is at a time when people may be tired and vulnerable.

• Feedback to both parties with the appropriate action (and maybe offering support).

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All formal complaints received in writing will be addressed as swiftly as possible, and a discussion with a written plan formulated at the next steering group meeting following the receipt of the complaint.

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If complaints have been unable to be settled informally or in the manner above, or a grievance needs to be investigated, the Bath City Pastors will follow the guidance provided by ACAS as below:

https://www.acas.org.uk/acas-code-of-practice-on-disciplinary-and-grievance-procedures

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