We are always happy to receive comments, feedback and suggestions and have a procedure for this.
As part of our complaints procedure, we will:
Treat complaints seriously and deal with them properly
Resolve complaints promptly and informally whenever possible
Learn from complaints and take action to improve
Ensure that complaints are treated in confidence
What to do if you have a complaint
It’s always better if you can let us know straightaway. Most complaints can be sorted out quickly by a member of staff, such as the lead pastor on Sundays or the team leader responsible for the relevant area of ministry or the event you are attending. We will welcome the opportunity to do this if at all possible.
If it is not possible to do this at the time you can contact us by e mail or in writing or by telephone:
Riverside Vineyard Church
Airpark Way
Feltham TW13 7LX
020 8890 3535
What happens next?
Should you have cause to complain over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will do everything we can to resolve it within 10 days. If this is not possible, we will explain why and give you a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, then you can get back in touch with us by writing to the Chair of Trustees (Simon Newton at complaints@riversidevineyard.com). Your complaint will be reviewed by one of our independent non-executive trustees and a response sent in writing within 10 days. We are registered with the Fundraising Regulator and unresolved complaints regarding fundraising activities can be referred to fundraisingregulator.org.uk.
