Defining a Complaint
A complaint may be generally defined as an expression of dissatisfaction, however made, about actions taken or a lack of action. Where it is unclear whether a communication is a concern or a complaint, it is generally best to err on the side of caution and treat it as a complaint.
How we handle complaints and feedback
Our Charity Organisation, Glory House Churches International (GHCI), welcomes complaints, compliments, and comments, as every piece of feedback helps us understand what we are doing well and where there are opportunities to learn and improve.
If we have failed to meet the high standards we set for ourselves, we would like to know what has happened, deal with the situation as quickly as possible, and take action to make sure that the same thing does not happen again.
Our complaints procedure
1. Getting in touch: You can submit your complaint to us using the feedback forms on our website, orcontact us by phone, email, or in writing using the contact details below (except if the complaint directly affects him).
Contact Name: Pastor Timothy Rabiu
Website: www.gloryhouse.org.uk
Phone: 02075111188
Email: pastoralcare@gloryhouse.org.uk
• It is best to raise a complaint as soon as possible after the event it relates to and ideally within three months so we can investigate promptly. You can share compliments or comments with us using the same contact details.
2. Our response: We aim to acknowledge receipt of your complaint within three working days (if you’ve shared your contact information with us). Usually, our full response will be with you within 10 working days. However, if your complaint is complicated, it may take longer to investigate. Wewill keep you updated if that is the case.
3. Making an appeal: If you are unhappy with our response, please let us know. We will ask an independent member of our team to review the investigation conducted and the reply provided to you.
Our commitment to you
If you have a complaint or concern about our people, the work we do or the way we raise or spend money, we will:
• ensure that our complaints process is fair and clear.
• offer a secure and safe way to raise a complaint without fear of harm, consequence, or retaliation.
• take your complaint seriously and investigate it as thoroughly and quickly as possible.
• aim to keep you updated during the investigation.
• make sure that your complaint is resolved, wherever possible
• treat you with courtesy and respect.
• take all necessary measures to ensure the safety of children under 18 or adults at risk, when a complaint relates to these individuals. This is in line with our safeguarding policy.
• maintain the confidentiality of your personal and sensitive information in line with our data protection responsibilities. Only those who are involved with handling your issue will be made aware of it.
• consider all feedback as an opportunity to learn and take action to make sure mistakes are not repeated. If you have contacted us anonymously, we will still look into the matter you’ve reported.
Deciding whether we investigate a complaint
Although we are grateful for feedback, there are certain circumstances where we may choose not to investigate a complaint. For example, we might not investigate if a complaint:
• uses language that is threatening, abusive or otherwise offensive;
• appears to be unfairly targeting a staff member or volunteer.
• relates to something we are not involved in;
• has already been addressed and responded to according to the procedure set out in this document; or
• is about something that happened too long ago, so we can’t access the information we need to look into the matter.
Approval and Signatures
Board of Trustees
June 2026