Our approach

Garden City Vineyard 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.

In order to ensure our areas of ministry remain at a high and improving standard, we have a procedure through which you can let us know if, for any reason, you are not satisfied with your dealings with us.

If you are not happy with Garden City Vineyard please tell us

• If you are unhappy about any aspect of the ministry of Garden City Vineyard, please speak to your small group leader or the relevant member of staff.
• f you wish to make a complaint about an individual in Garden City Vineyard, we would encourage you to try to speak to him or her directly. If, for any reason, you feel this is difficult or inappropriate then please speak to your city group leader or a member of the staff or leadership.
• 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 you are not satisfied with our response or wish to raise the matter more formally, please complete our online complaints form.
• All written complaints will be logged. You will receive a written acknowledgement within 7 working days
• The aim is to investigate your complaint properly and give you a reply within a reasonable time – normally 21 days, depending on the complexity of the complaint. Our reply will set out our response to your concerns and how the problem will be dealt with. Throughout, we aim to keep you updated and to let you know if there are likely to be any delays. Please bear in mind that for sensitivity and/or legal and compliance reasons we may not always be able to tell you what our findings are or what action we have taken in response to a complaint. We will however always look into complaints that are made and are committed to taking the appropriate action in the circumstances
• If after we have responded you are not satisfied, please write to the Board of Trustees. The trustees will appoint an appeal panel to review the complaint. The result of any appeal will be communicated to you in writing or by email and their decision will be final.
  

Questions

If you have any questions about our complaints process or need help raising a concern, please contact us. We will do what we can to help you understand the process and make sure your concern reaches the right person.

We also welcome positive feedback. If something at Garden City Vineyard has encouraged or helped you, we would love to hear about that too.