Complaints Policy

Approved April 2026
Next review: April 2028

Below is the quick reference guide to our Complaints Resolution Policy. Download the full policy here.

If you have a complaint or concern, please use the Complaint Decision Tree to determine the best way to raise it and have it resolved.

Quick Reference Guide

Introduction

At City on a Hill, we care deeply about how we treat one another. If something goes wrong or you feel hurt, we want to listen and respond well. This process helps ensure complaints are taken seriously, addressed fairly, and used to improve our ministries.

Complaint Pathway Summary

1. Raise it informally first – If appropriate, talk directly to the person involved.
2. Make a formal complaint if:

  • The issue is serious,

  • Informal conversation wasn’t possible or didn’t resolve it.

Who to Contact

Key Principles

  • You will not be penalised for making a complaint in good faith (see Protected Disclosures (Protection of Whistleblowers) Act 2022).

  • You will receive a response within 5 working days.

  • Most complaints will be resolved within 30 days. Updates are provided every 10 working days.

  • Anonymous complaints may be considered, although the ability to investigate may be limited.

  • Criminal matters will be reported to the police immediately.

  • Pastoral care is offered throughout.

  • All complaints are recorded confidentially and reviewed annually for learning.

  • Concerns about staff behaviour may include potential breaches of the City on a Hill Staff Code of Conduct.