Start with the simplest route
We want to resolve concerns as clearly and fairly as we can.
Vineyard25 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.
If you are unhappy about any aspect of the ministry of Vineyard25, please speak to your small group leader or the relevant member of staff.
If you wish to make a complaint about an individual in Vineyard25, we encourage you to try to speak to them directly. If, for any reason, you feel this is difficult or inappropriate, please speak to your small group leader or a member of the leadership staff team.
In most situations we will be able to give you a response straight away. If we can’t, most issues should be resolved within five working days.
Making a written complaint
If the issue has not been resolved, or you would prefer to raise it formally, you can make a written complaint.
Please write to the Senior Pastors. If your complaint is about them, write to the Trustees at: Vineyard25 Trustees, The Vineyard Centre, 25 Wellington Business Park, Crowthorne, Berkshire, RG45 6LS.
We acknowledge it
Within three working days.
All written complaints will be logged and you will receive a written acknowledgement within three working days.
We investigate
Usually within 5–21 working days.
Our aim is to investigate your complaint properly and reply within 5–21 working days, depending on complexity. Our reply will set out our response to your concerns and how the problem will be dealt with.
We keep you updated
We will tell you about likely delays.
For sensitivity, legal or compliance reasons we may not always be able to tell you our findings or what action we have taken, but complaints will be looked into and appropriate action taken.
You can ask for a further review
If you remain dissatisfied.
If, after we have responded, you are not satisfied, write to the Senior Pastors or Chair of Trustees. The matter will be reported to the next Trustees’ meeting to decide whether any further steps are possible.
If you have any questions relating to this policy, please contact the Senior Pastors or Trustees, who will do all they can to assist you.