Complaints Policy – Dublin Unitarian Church
The Dublin Unitarian Church is committed to ensuring that all our communications and dealings with our congregants, members, the general public, our supporters and all who engage with us are of the highest possible standard. We listen and respond to outside views so we can work to the best possible standards. The Dublin Unitarian Church welcomes both positive and negative feedback. We aim to ensure that:
it is as easy as possible to make a complaint, where the need arises;
we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
we treat every complaint seriously, whether made by telephone, letter, email or in person;
we deal with any complaint quickly and politely;
we respond accordingly – for example, with an explanation or apology where we have got things wrong, and with information on any action taken, etc;
we learn from complaints, use them to improve, and monitor them at Managing Committee level.
What to do if you have a Complaint?
If you do have a complaint about any aspect of our work, you can contact the Dublin Unitarian Church in writing. In the first instance, your complaint will be dealt with by our Secretary. The best way to contact them is via email: firstname.lastname@example.org
When submitting your complaint, please include your contact details so we can respond to you directly. We will acknowledge your email within 7 days, and do everything we can to resolve it with 21 days. If this is not possible, we will explain why and give a new deadline.
All complaints will be logged in our ‘complaints register’ and tracked until they are resolved. The complaints register is reviewed by the board of directors annually.
What happens if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to Dublin Unitarian Church’s Chairperson email@example.com who will if necessary ensure that your complaint is considered by our Managing Committee. The Chairperson will respond within two weeks of this consideration by Committee members.
Acting on findings
Where we identify an issue with our practice or processes the Dublin Unitarian Church will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.
The Dublin Unitarian Church also welcomes constructive and positive reflections on our work and may from time to time include these in our reporting, both internally and publicly. We will seek your permission to use this feedback where we do.