COMPLAINTS AT KXC
We welcome complaints, compliments, and comments as every piece of feedback helps us to understand what we are doing well and where there are opportunities to learn and improve.
If we have failed to meet the high standards we set for ourselves then we would like to know what has happened, to deal with the situation as quickly as possible and to take action to make sure that the same thing does not happen again.
Please read this page in conjunction with our Safeguarding policy.
Our complaints procedure
1. Getting in touch
If you would like to submit a formal complaint and would not like to get in touch directly with a member of our Associate Team or Pastoral Team, you can submit your complaint to us by emailing contact@kxc.org.uk
This email is regularly monitored by the Operations Director (only), who will oversee the KXC response.
Complaints are dealt with by the KXC Associate Team, unless they involve Associate Team members, or aren’t successfully resolved at the first attempt. In this case, the Operations Director will escalate the complaint to the Board of Trustees.
Complaints may be escalated to the Safeguarding Lead and/or the Diocese, in situations where a complaint relates to a safeguarding issue, including when a vulnerable adult or a child is involved.
It's best to raise a complaint as soon as possible after the event it relates to and ideally within three months so we can investigate promptly. You can share compliments or comments with us using the same contact details.
2. Our response
We aim to acknowledge receipt of your complaint within 10 working days (if you've shared your contact information with us). Usually, our full response will be with you within 20 working days. However, if your complaint is complicated, it may take longer to investigate. We'll keep you updated if that's the case.
3. Making an appeal
If you’re unhappy with our response, please let us know. We'll ask an independent member of our team to review the investigation that was carried out and the reply that was provided to you.
4. Your rights if you are unhappy
If you're still unhappy with our final decision, you can have your complaint reviewed by the Diocese Safeguarding team, information on how to contact the Diocese Safeguarding team can be found here.
Our commitment to you
If you have a complaint or concern, we will:
ensure that our complaints process is fair and clear.
offer a secure and safe way to raise a complaint without fear of harm, consequence, or retaliation.
take your complaint seriously and investigate it as thoroughly and quickly as possible.
aim to keep you updated during the investigation.
make sure your complaint is resolved, when possible.
treat you with courtesy and respect.
take all necessary measures to ensure the safety of children under 18 or adults at risk, when a complaint relates to these individuals. This is in line with our safeguarding policy.
maintain the confidentiality of your personal and sensitive information in line with our data protection responsibilities. Only those involved with handling your issue will be made aware of it.
consider all feedback as an opportunity to learn and take action to ensure mistakes are not repeated. If you have contacted us anonymously, we will still look into the matter you’ve reported.
Deciding whether we investigate a complaint
Although we are grateful for feedback, there are certain circumstances where we may choose not to investigate a complaint. For example, we might not investigate if a complaint:
uses language that is threatening, abusive or otherwise offensive;
appears to be unfairly targeting a staff member or volunteer;
relates to something we’re not involved in;
has already been addressed and responded to according to the procedure set out in this document/page; or
is about something that happened too long ago, which means we can't access the information we'd need to look into the matter.
Our staff also have access to a Whistleblowing policy.