Our full Complaints Policy can be viewed or downloaded here.

Wellingborough United Reformed Church (WURC) aims to maintain high standards in all that we do, but recognise that we can sometimes get things wrong, despite our best intentions. We view a complaint as an opportunity to put things right for the person making the complaint, and to address behaviours and improve practice. Enabling individuals to voice concerns or make complaints when necessary is part of a listening and learning process that will help us to continuously improve.

1. Responsibility

Overall responsibility for the policy, procedures and their implementation lies with the Elders of WURC.

2. Purpose

The purpose of this procedure is to enable the Church to resolve non-ministerial complaints quickly and fairly, where possible, without recourse to formal investigations or external bodies. The aims of this policy are:
• To provide a clear and fair procedure for individuals to make a complaint about us, our services, our employees, or contractors.
• To ensure that everyone working for or with the Church knows how to handle any complaints made.
• To ensure that all complaints are handled equally and in a fair and timely way.
• To ensure that important information is gathered from complaints and used to avoid such situations arising in the future.

3. Scope

This policy applies to anyone who encounters Church employees or members during the course of their work or engages with services provided by them.
It does not apply to:
• Individuals who are employed by the Church who have complaints about other employees – such matters are dealt with under our HR policies and procedures.
• Those who occupy roles as stipendiary Ministers of Word and Sacraments and Church Related Community Workers.
• Safeguarding concerns. If concerns are regarding safeguarding issues, these should be addressed to the Safeguarding Co-Ordinator at wellingboroughurc@hotmail.com

4. What is a complaint?

Any expression of dissatisfaction with the services which WURC offers, with the facilities WURC offers, with interaction with members or officers of WURC, or with the experience of using or working on WURC premises.

5. Who can raise a complaint?

• A member of the congregation
• An organisation or individual who uses WURC premises regularly, occasionally or on a one off basis.
• Anyone not employed by but offering regular, occasional or one off service to WURC. All the above will be advised who to contact if they wish to make a complaint.

6. Making a complaint

A complaint should, in the first instance be made verbally, by phone, by email or in writing to the Church Secretary, Mrs Claire Ette at:
C/O Wellingborough United Reformed Church
Salem Hall
Salem Lane
Wellingborough
NN8 4JT
01933 279334
mrsette@virginmedia.com

Last Reviewed: January 2026