Complaints procedure
Sheffield Cathedral views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or the organisation who has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
To publicise existence of our complaints procedure so that people know how to contact us and make complaint
To make sure everyone at Sheffield Cathedral knows what to do if a complaint is received
To make sure all complaints are investigated fairly and in a timely way
To make sure that all complaints are, wherever possible, resolved and that relationships are repaired
To gather information which helps improve what we do.
Definition of a complaint
A complaint is an expression of dissatisfaction, about any aspect of Sheffield Cathedral.
Where complaints come from
Complaints may come from any person or organisation who has a legitimate interest in Sheffield Cathedral.
A complaint may be received verbally, by phone, email or in writing. This does not include complaints from staff who are covered by Sheffield Cathedral’s Grievance Procedure.
Confidentiality
Any complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this Policy and its implementation lies with the Dean and Chapter of Sheffield Cathedral.
Publicised contact details for complaints
Written complaints may be sent to: our interim Chief Operating Officer, Sheffield Cathedral, Church Street, Sheffield, S1 1HA or by email to: coo@sheffield-cathedral.org.uk or: Cathedral Safeguarding Officer, Sheffield Cathedral, Church Street, Sheffield, S1 1HA or by email to: geoffrey.harbord@sheffield-cathedral.org.uk
Verbal complaints may be made by phone to the Cathedral Office on 0114 275 3434 or in person to any member of Sheffield Cathedral staff (or volunteers at office address or at any event or activity).