The Ely Diocesan Board of Finance (EDBF) is committed to providing a professional and helpful service to clergy, parishes, staff and members of the public.
If you are dissatisfied with an aspect of an EDBF service, member of staff or our operations, you can raise a concern or complaint with us.
We aim to deal with complaints fairly, respectfully and proportionately, and to use feedback to improve our services.
Is this the right complaints process?
- This procedure is primarily for complaints about the services, staff or operations of the Ely Diocesan Board of Finance.
- Some matters within the wider life of the Diocese and Church of England are dealt with under separate procedures. These can include matters relating to clergy conduct, safeguarding, employment grievances and certain parish or church governance matters.
- If your concern should be dealt with under another procedure, we will explain this and, wherever reasonably possible, direct you to the appropriate person, team or process.
Resolving concerns informally
- Many concerns can be resolved quickly without needing to use the formal complaints procedure.
- Where appropriate, we encourage you first to contact the person or EDBF team involved and explain your concern. If the matter remains unresolved, you may ask for it to be considered by the relevant Line Manager or Head of Department.
- You do not have to pursue informal resolution where this would be inappropriate given the nature or seriousness of your concern.
Making a formal complaint
If your concern cannot be resolved informally, or you consider that it should be dealt with formally from the outset, you can submit a complaint:
By email: complaints@elydiocese.org
By post:
Complaints
C/o Diocesan Secretary
Ely Diocesan Board of Finance
Etheldreda House
Lancaster Way Business Park
206 Wellington Road
Ely
CB6 3NX
We prefer formal complaints to be submitted in writing because this helps us understand and accurately record the issues being raised. If you require assistance in making a complaint, or need to communicate with us in another way because of accessibility or other needs, please contact us and we will make reasonable arrangements to help.
What to include
Please provide, wherever possible:
- your name and contact details;
- a clear description of your complaint;
- relevant dates and the people or teams involved;
- copies of any relevant documents or correspondence; and
- what you would like the EDBF to do to resolve the matter.
What happens next?
- We will normally acknowledge receipt of your formal complaint within 10 working days.
- The complaint will be reviewed and an appropriate person will be identified to consider or investigate it. This may involve reviewing correspondence or other records, speaking with relevant members of staff and contacting you if further information or clarification is required.
- We aim to provide you with a written response within 20 working days of receiving your complaint.
- Some complaints may be complex or require information from several people or departments. If we are unable to respond within this timeframe, we will let you know and explain when we expect to provide a response.
- The response will normally explain the outcome of the complaint and any action we consider appropriate.
If you are not satisfied with the outcome
- If you are dissatisfied with the response to your formal complaint, you may request an appeal.
- Appeals should normally be submitted within 10 working days of being notified of the original complaint outcome. When we send you that outcome, we will explain how and where an appeal should be submitted.
- Appeals will be considered by the Chair of the Ely Diocesan Board of Finance, or an appropriate alternative where circumstances require this.
- The Chair will normally aim to notify you of the outcome of the appeal within 10 working days. If additional time is reasonably required, we will let you know.
- The appeal represents the final stage of the EDBF's internal complaints procedure.
Confidentiality and data protection
- Complaints will be handled sensitively and information will only be shared where it is reasonably necessary to consider, investigate or respond to the matter raised.
- Personal information relating to complaints will be handled in accordance with applicable data protection requirements and the EDBF's data protection policies.
Accessibility
- If you need information about this procedure in a different format, or require assistance to make a complaint, please contact complaints@elydiocese.org or write to us at the address above.
Learning from complaints
- Complaints and other feedback can help us identify where our services, systems or communications could be improved.
- We therefore maintain appropriate records of formal complaints and may periodically review complaints and their outcomes to identify recurring issues, organisational learning or improvements that should be made.