Complaints Policy

If you need to make a complaint

We hope you will never need to send us a complaint, because we try hard to meet the high standards we set for ourselves. If we do make a mistake we will always endeavour to correct it. However, sometimes things go wrong, and you may wish to make a complaint. In the first instance we encourage anyone with a complaint to try and 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. Whether a complaint is submitted formally or informally, we will do our best to resolve the issue in a timely fashion wherever possible and to communicate well with you.

You can make a complaint by escalating with the person you are already dealing with, or by emailing our Church Wardens at wardens@ascensionbalham.org with the subject heading “Complaint”. Please include your contact details and let us know how you would like to be contacted with a response.

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. 

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 may wish to consider contacting Southwark Diocese or the Charity Commission.