Complaints policy

Complaints Policy for Birmingham Cathedral.
Birmingham Cathedral views complaints as an opportunity to learn and improve for the future, as well as a
chance to put things right for the person or the organisation who has made the complaint.
Our policy is:
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a
complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us and
make a complaint.
• To make sure everyone at Birmingham Cathedral knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that all complaints are, wherever possible, resolved and that relationships are
repaired.
• To gather information which helps improve what we do.
Definition of a complaint
A complaint is an expression of dissatisfaction, about any aspect of Birmingham Cathedral.
Where complaints come from
Complaints may come from any person or organisation who has a legitimate interest in Birmingham
Cathedral.
A complaint may be received verbally, by phone, email or in writing. This does not include complaints
from staff who are covered by the Birmingham Cathedral’s Discipline and Grievance procedures.
Confidentiality.
Any complaint information will be handled sensitively, telling only those who need to know and following
any relevant data protection requirements.
Responsibility.
Overall responsibility for this policy and its implementation lies with the dean and Chapter of Birmingham
Cathedral.
Review.
This policy is reviewed regularly and updated as required.
Adopted on: 26.02.2019
Last Reviewed: 26.02.2019
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