Complaints and Feedback

The Salisbury Diocesan Board of Finance (DBF) and its fully owned subsidiary, SDBF Building Consultancy Ltd (SDBF BC) aim to provide high quality services which meet your needs.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If we are not getting it right and you are not happy with us, please tell us.

If you are unhappy about the quality of service you have received or have concerns about how an individual has responded to your enquiry, in the first instance we would encourage you to speak with that member of staff. If you this this is difficult or inappropriate, then speak to the staff member's manager or the Director. (See our Contact Us page on the Diocesan website for contact details) Depending on the nature of the complaint, we may seek to respond informally either by telephone, email or an in-person conversation and often we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days (from the date we received the complaint).

If you are not sure who to speak to, please contact us on 01722 411922 or email parishsupport@salisbury.anglican.org and we will aim to put you in contact with the relevant staff member, manager or Director.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chief Executive, Mr David Pain at david.pain@salisbury.anglican.org . If your complaint is about the Chief Executive, please write to the DBF Chair, Mrs Jane McCormick at jane.mccormick@salisbury.anglican.org. It will help us to deal quickly and fully with your complaint if you can state that you are making a formal complaint and set out your concern as clearly as possible including any dates, facts, witnesses and evidence.
All written complaints will be logged. You will receive a written acknowledgement within three working days (from the date we receive the complaint).
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If after we have responded you are not satisfied, please write to the DBF Chair, Mrs Jane McCormick at jane.mccormick@salisbury.anglican.org, who will report the matter to the Diocesan Bishop and/or at the next meeting of the Trustees (Bishop’s Council), which will decide on any further steps to resolve the situation.
 
Safeguarding Complaints Procedure of the Diocese of Salisbury

Safeguarding complaints should be directed to the Diocesan Safeguarding Adviser who is based at Church house or the Bishop’s Chaplain. The complaint may be made verbally or in writing.
Written complaints about safeguarding should be sent to the Diocesan Safeguarding Adviser (DSA), Church House, Crane Street, Salisbury, SP1 2QB or sent to their email address (See our Safeguarding contact page on the Diocesan website for contact details).
In the absence of the DSA or if the complaint is about the DSA then they should be directed to the Bishop’s Chaplain, South Canonry, The Close, Salisbury, SP1 2ER or sent via email to bishops.chaplain@salisbury.anglican.org
 
Complaints about clergy of the Diocese of Salisbury

Complaints should be directed to the relevant Archdeacon or Bishop. The complaint may be made verbally or in writing. (See our Area Office Contacts on the Diocesan website for contact details).
If you are not sure who to speak to, please contact us on 01722 411922 or email parishsupport@salisbury.anglican.org and we will aim to put you in contact with the relevant Archdeacon or Bishop.
 
Confidentiality

We do not encourage anonymous complaints as this may make proper investigation difficult. If, however, you have a particular requirement for confidentiality we will make every effort to keep your identity secret and only reveal it where necessary to those directly involved with investigating your concern.
We hope, however, that individuals will feel able to voice concerns openly under this policy.
 
Records and Monitoring

All complaints received will be recorded for monitoring purposes and so that we can review the outcomes of cases to check that the proper procedures have been followed, to identify any points that can be learned and so that we can implement any necessary changes to prevent a reoccurrence. Relevant correspondence and other documents will be retained insofar as they remain necessary to the above purposes and in compliance with our data protection policies and procedures.
 

We would be delighted to know if you are happy with our services. Contact us on 01722 411922 or email parishsupport@salisbury.anglican.org.

Powered by Church Edit