Our approach
Garden City Vineyard is committed to excellence across all areas of the church. We believe this is achieved most of the time; however, if we are not getting it right, please let us know.
We have a procedure through which you can tell us if you are not satisfied with your dealings with us.
If you are not happy with Garden City Vineyard
- If you are unhappy about any aspect of the ministry of Garden City Vineyard, please speak to your City Group leader or the relevant member of staff.
- If you wish to make a complaint about an individual, we encourage you to speak to them directly. If that feels difficult or inappropriate, speak to your City Group leader or a member of staff or leadership.
- In most situations we will be able to respond straight away. If we cannot, most issues should be resolved within five working days.
Making a written complaint
- If you are not satisfied with our response, or wish to raise the matter more formally, complete our online complaints form.
- All written complaints will be logged and acknowledged within seven working days.
- We aim to investigate properly and reply within a reasonable time, normally 21 days depending on complexity. We will keep you updated if there are likely to be delays.
- For sensitivity, legal or compliance reasons, we may not always be able to share our findings or the action taken.
- If you remain dissatisfied, write to the Board of Trustees. An appeal panel will review the complaint and communicate its final decision in writing or by email.
Questions
For questions about this policy, please contact us. We will do all we can to assist you.
Please also let us know when you are happy with the ministry of the church.