Complaints

A high standard of integrity and service is expected of all our minsters, elders and PCC members. Christians should be Christian.

When it is simply a minor incident, you are of course encouraged to share your disappointment with person directly to resolve it together.
When that is insufficient, please use the complaints procedure below. Depending on the severity of the complaint, the matter may be dealt with and rectified informally, or it may be taken to a more formal level:
For a staff member (not the vicar), this will result in a hearing and possible reprimand or dismissal
For a member of PCC, this will result in a hearing and possible removal from post
For a member of the clergy, this will result in a formal procedure being taken up with the diocese.

When there is a complaint or serious concern, we want to take such complaints seriously and treat them accordingly. We prioritise the needs of victims and survivors over those of any reputation of St. Mary’s, while also making sure that all parties get a fair hearing so that the truth comes out. The composition of the hearing panel would be dependant upon the nature of the complaint but may consist of a combination of the following: the vicar, youth and families minister, elders, individual members of the PCC, individuals of the congregation, staff or members of our sister churches. The aim of such a panel would be to create a group which will be objective in it’s decision making, and to that end, will avoid families ties and close friends sitting on the panel in order to provide objectivity and a lack of bias.

To this end, if you have a complaint about a member of PCC, or with the wardens or deputy wardens, or with our youth minister, please submit your complaint to either the vicar Jason Ward, or to our safeguarding officer Sally Jarvis.

Please submit the complaint in writing. The letter must contain:-

- your personal details (name, address, telephone number, e-mail, etc.),

- a clear statement of what your complaint is,

- details about the complaint (when, where, what happened, etc.),

- the evidence you provide to justify the complaint (this may be statements, letters, etc.),

- any other witnesses that can support the complaint,

- a declaration that what you state is the truth.

The issue will then be dealt with as outlined, according to the nature of the complaint. Please note that if the complaint is of a criminal nature, then the police should be informed directly and immediately.

If your complaint is about a member of the clergy please submit your complaint to either Bishop Rod Thomas, Bishop Libby Lane, or to the Archdeacon of Derby.