Organisation – Complaints Handling Policy

Our Complaints Handling Policy ensures that all complaints are treated seriously, confidentially, and fairly. It outlines procedures for receiving, recording, and resolving complaints, whether written or oral, with an emphasis on biblical principles and relationship restoration. Complaints can be addressed to trustees or the Administrator, and may involve external authorities if necessary. Complainants are informed of the policy and expected timelines. If dissatisfied with the outcome, they may appeal within three months. The trustees will respond within two months, and their decision is final. The policy was formally adopted by CPR’s trustees on 4 December 2023.