Complaints
IF YOU NEED TO MAKE A COMPLAINT
We strive to maintain high standards in everything we do, and we hope you’ll never need to make a complaint. However, we recognize that sometimes things don’t go as planned, and you may feel the need to raise an issue.
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Informal Complaints
If you have a complaint, we encourage you to first address it directly with the person involved. Many issues can be resolved informally in a spirit of understanding and grace.
Formal Complaints
If the matter cannot be resolved informally or if it is of a more serious nature, we have a formal complaints process in place. We are committed to addressing your concerns promptly and communicating clearly throughout the process.
You can submit a formal complaint by completing our Complaint Submission Form HERE
Alternatively, you may write to us at:
Complaints Team
c/o Harvest Christian Fellowship
5 Bourne Street,
Hamilton
ML3 7BW
Please include your contact details and let us know how and when you would like to be contacted with a response.
What Happens Next?
Once we receive your complaint, we will:
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Acknowledge receipt so you know we have it.
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Look into the circumstances surrounding your complaint.
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Provide a response, including any actions taken to address the issue if appropriate.
Please note that for reasons of sensitivity, legal obligations, or compliance, we may not always be able to share specific details of our findings or actions taken. However, we are committed to investigating all complaints thoroughly and taking appropriate steps as necessary.
If You’re Unsatisfied with Our Response
We take all complaints seriously and aim to resolve them as fully as possible. If you feel that your complaint has not been addressed satisfactorily, you can request that it be escalated to the Senior Pastor or the Elders of Harvest Christian Fellowship.
Further Escalation
If the issue remains unresolved, you may escalate your complaint to our denominational leadership or another governing body as appropriate. For concerns involving legal or regulatory matters, you may contact the relevant external bodies for further assistance.
If the matter is sufficiently serious you may also escalate your complaint to the Scottish Charity Regulator. Information about the kind of complaints the Regulator can involve itself in can be found on their website.
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We value your feedback as an opportunity to grow and improve. Thank you for helping us maintain a community of faith, grace, and excellence.
For any questions about this process, please don’t hesitate to reach out.