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Procedure

  1. You provide feedback indicating if you want a response: orally, by email/internet form, in writing. Please also indicate if you wish your comments to be handled within this procedure.
  2. When you require a response the Church Commissioners will acknowledge it on receipt and give a full response as soon as possible, no later than 10 working days, or, if it will take longer, will give you a realistic indication of how long this will take.

If you would like us to regard your feedback as a complaint, and seek action:

  1. The relevant head of department will investigate your complaint to discover whether or not it is justified, what happened, and what further action can be taken (e.g. apology, explanation of reason for delay in process and how it will be resolved etc.)
  2. The head of department will properly consider your complaint and respond with the findings of their investigation and details of what action the Church Commissioners propose to take.
  3. If you feel we have got it fundamentally wrong you have the option to appeal to the Secretary (chief executive) of the Church Commissioners. You will need to provide evidence and explanation of why you deem the initial investigation by the Church Commissioners to have been insufficient.
  4. On receipt of an appeal, the complaint will be acknowledged within 5 working days, with an indication of when the conclusion of the investigation is likely to be forthcoming.
  5. The Secretary will analyse all the evidence and may instruct Internal Audit to undertake further investigation.