Complaints
Making a formal complaint
We hope that you do not have to make a complaint to Ps & Gs. However, we recognise that like any organisation, from time-to-time things can go wrong.
If you would like to raise a general concern or make a complaint, we have the following procedure in place:
In the first instance, we encourage you to speak with the person you have been dealing with to try to find resolution to the issue.
If that is not successful, or the matter is more serious, then we ask that you do the following:
Email the church office, with “For the Attention of the Operations Director” in the subject line. Tell us about your complaint, providing detail, and tell us with the best means of communicating back to you.
If you would prefer to write a letter, you can write to The Operations Director, Ps & Gs Church, 10 Broughton Street, Edinburgh, EH1 3RH. Please mark the envelope with “Private and Confidential”.
If you wish to make a complaint about the Rector, please contact the Bishop of Edinburgh at the Diocese of Edinburgh Diocesan Office.
If you wish to make a complaint about the Operations Director, please contact the Rector via the Church Office.
On receipt of your written complaint, we will acknowledge receipt of it and will do our best to respond in a timely manner (where that is possible), to resolve the issue and to communicate well with you throughout the process.
Escalating a complaint
We will always do our best to take a complaint seriously and respond to it as well and as quickly as we can. If we have not been able to resolve your complaint to your satisfaction, you can ask for it to be escalated to the Rector of Ps & Gs. The Rector may take the matter to the Vestry – our board of trustees – to determine the best course of action.
Ps & Gs is part of the Scottish Episcopal Church (Diocese of Edinburgh) and is a registered charity with OSCR, the Scottish Charity Regulator. You can find out how to make a complaint to the Scottish Episcopal church on their website. Depending on the nature of the complaint, you may be able to escalate it to OSCR for investigation. Information about the kind of complaints that OSCR can involve itself in can be found on their website.
Policy approved by: Ps & Gs Vestry
On: 9th December 2024