Complaints Policy

Last Updated: 29 August 2026

Christ The King Dominion Place is committed to serving our church family, visitors and wider community with integrity, respect, compassion and excellence.

We welcome feedback and take complaints seriously. If you have a concern about any aspect of our church, ministry, services, events or the conduct of a member of our team, we encourage you to raise it with us so that we can listen, investigate and respond appropriately.

1. How to Make a Complaint

Complaints can be made in writing by email or through the contact details provided on our website.

Where possible, please provide:

• Your name and contact details
• The nature of your complaint
• The date and location of the incident or concern
• The names of any relevant people, where known
• Any supporting information or documentation
• Details of the outcome you would like us to consider

2. What Happens After You Complain

We will acknowledge receipt of your complaint as soon as reasonably practicable.

We will seek to understand your concerns and, where appropriate, discuss the matter with you before deciding what action should be taken. Complaints will be considered fairly, respectfully and as confidentially as reasonably possible.

3. Investigation

Depending on the nature of the complaint, we may:

• Review relevant information and records
• Speak with the people involved
• Ask you for further information or clarification
• Seek advice from appropriate church leaders or external advisers where necessary

We will aim to ensure that complaints are handled by someone who is suitably independent of the matter wherever reasonably possible.

4. Response

We aim to provide a response within 10 working days where reasonably possible.

Some complaints may require more time, particularly where they are complex or involve several people. If this happens, we will keep you informed about the progress of the matter.

5. Safeguarding Concerns

If your complaint involves the safety or wellbeing of a child, young person or vulnerable adult, please make this clear when contacting us.

Safeguarding concerns will be treated as a priority and handled in accordance with our safeguarding procedures.

If you believe someone is in immediate danger, please contact the appropriate emergency services rather than waiting for the church complaints process.

6. Complaints About Church Leaders

Where a complaint concerns a pastor, minister, senior leader or another person responsible for handling complaints, the matter should, where appropriate, be referred to another suitable church leader or governing body to ensure it is handled fairly.

Where necessary, we may seek independent advice or assistance.

7. Anonymous Complaints

We will consider anonymous complaints where sufficient information is provided to allow the matter to be investigated. However, it may not always be possible to investigate or respond fully to an anonymous complaint.

8. Confidentiality

We will respect the confidentiality of everyone involved in a complaint.

Information will only be shared with those who need it for the purpose of dealing with the complaint, safeguarding individuals, complying with legal obligations or protecting the church and its community.

9. Unreasonable or Abusive Behaviour

We want everyone to be able to raise concerns in a respectful environment.

We will not tolerate threatening, abusive, discriminatory or intimidating behaviour towards church leaders, staff, volunteers or other members of our church community.

10. Further Review

If you are dissatisfied with the response to your complaint, you may request that the matter is reviewed by an appropriate senior leader or governing body.

Your request should explain why you remain dissatisfied and include any relevant additional information.

11. Our Commitment

Christ The King Dominion Place is committed to learning from feedback and complaints.

Where appropriate, information arising from complaints may be used to improve our ministry, services, policies, procedures and the experience of our church community.

We thank you for bringing concerns to our attention and for giving us the opportunity to listen, learn and improve.

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Contact Us

Christ The King Dominion Place

For complaints or general enquiries, please use the contact details provided on our website.

We will treat your concerns with care, respect and appropriate confidentiality.