Feedback & Complaints
New Horizons Church is committed to uphold the high standard that we set for ourselves, and as such we hope you’ll never need to send us a complaint. However, we recognise that from time to time the Church may not meet the standards that individuals expect, and you may want to make a complaint. The Church views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
We believe that it is best to follow the Scriptural principles of reconciling differences wherever possible before resorting to a formal complaint process. Therefore, in the first instance we encourage anyone with a complaint to try and resolve the matter with the person they have been dealing with. If you are unable to do so or if the complaint is of a more serious nature, then we have a formal complaints process which is set out below. We will do our best to resolve the issue in a timely fashion (where that is possible) and to communicate well with you.
Safeguarding Concerns
Any complaint received that contains a safeguarding concern will be dealt with in accordance with the Church’s Safeguarding Policy. Therefore, all safeguarding concerns, including allegations of abuse against children and/or adults at risk, should be directed to the Safeguarding Coordinator, Miss Yemi Badmus, and must be reported using the information found here, and not the form linked below.
How to make a complaint
If you have attempted to resolve your concern informally and have been unable to do so, or if it has not been appropriate to follow this route due to the nature of your concern, you can submit a written complaint to us. Where you send us a complaint, we will acknowledge the complaint, so you know we’ve received it. We will look into the circumstances of your complaint and if it is appropriate to do so we will let you know what we have found and what action we have taken to remedy the issue. 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.
You can make a complaint by completing our Feedback & Complaints Form:
Alternatively, you can email our Head of Governance at compliance@nhkc.uk. Please remember to include your contact details and let us know how and when you would like to be contacted with a response.
If you’re not happy with our response to your complaint
We take complaints seriously, and we respond to them as thoroughly as possible. If you remain concerned that your complaint has not been dealt with satisfactorily, you can ask for it to be escalated to the leadership of the organisation that the Church is part of, Congress WBN.
The Church is a UK-registered charity, under the name New Horizons Coventry. If your complaint is about any aspect of our charitable work (other than our fundraising work) you may wish to contact the Charity Commission. Information about the kind of complaints the Charity Commission can involve itself in can be found on their website. However, in line with Charity Commission guidance, we ask you to consider whether it is more appropriate to raise your concern with us directly first.