Complaints Procedure

At The City Church, we value your feedback and are committed to addressing concerns in a way that promotes openness, reconciliation, and respect.

If you have a complaint about any aspect of church life, our process is designed to ensure fairness, clarity, and a prompt resolution.

How to Raise a Complaint

1. Informal Discussions

We encourage open discussions as the first step in resolving concerns. Please approach the person involved or their immediate leader. If this isn’t possible, contact a senior leader, elder or director.

2. Formal Complaints

If the issue cannot be resolved informally, you can raise a formal complaint by completing our Complaints Form. Alternatively, you can submit your complaint in writing via email or post.

3. Escalation

If your concern involves an elder or remains unresolved after earlier steps, there are provisions to escalate the matter to the Board of Directors, Relational Mission, or an external authority as appropriate.

Complaints Policy

For full details on how complaints are handled, including the principles guiding our process, timelines, and confidentiality measures, please review our Complaints Policy (PDF).

We aim to resolve all complaints fairly, prayerfully, and with sensitivity, in line with Biblical principles of reconciliation.

If you have any questions or need further assistance, please contact the church office at info@thecitychurch.org.uk or call 01227 455440.