Complaints

We try hard to meet the high standards we set for ourselves, so we hope you’ll never need to file a complaint with us. However, sometimes things go wrong, and you may want to make a complaint.

We view complaints as an opportunity to listen, learn and improve, and a chance to put things right for the person or organisation that has made the complaint. For concerns or issues relating to the safeguarding of children or vulnerable adults, please refer to the Safeguarding Policy.

In the first instance, we encourage anyone with a complaint to try to 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 possible) and to communicate well with you.

Please remember to include your contact details 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 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 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.

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 Churchwardens, representing the PCC of Gas Street.

Gas Street is a UK-registered charity and a church within the Church of England. In the event of a serious complaint, we or you may escalate the complaint to the Bishop of Birmingham and/or Diocese of Birmingham, as appropriate.

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.