Registered Office Woodley Baptist Church Centre, Hurricane Way, Woodley, Reading, RG5 4UX

A company Limited by Guarantee registered in England and Wales number 3300176

A registered Charity number 1063632


Woodley Pilot Light Trust – Complaints Procedure

We take all concerns and complaints seriously. In the event of a complaint against anyone working or volunteering on behalf of the Woodley Pilot Light Trust in any of its services, the complaint should be made in writing indicating:

The name, address and telephone number of the person making the complaint

  1. The person (s) against whom the complaint is being made
  2. The nature of the complaint
  3. The time(s), date(s) and location(s) at which the actions took place concerning which the complaint is being made
  4. Whether the person making the complaint has already talked to the person(s) against whom the complaint was being made, and if so what response was made

The complaint should be sent to:  Rev Sean Riordan, 171 Hurricane Way, Woodley, Reading RG5 4UH

unless he is one of the persons being complained about in which case the complaint should be addressed to one of the other trustees (Rev Martyn Neads, Peter Munday, John Saunders, Lauren Seager-Smith) at:

 Woodley Pilot Light Trust, Woodley Baptist Church, Hurricane Way, Woodley, Reading RG5 4UX.

 On receipt of a complaint, the trustee to whom it is addressed will choose 1 or 2 other trustees (but not one being complained against) and they will:

Contact the person making the complaint to acknowledge its receipt as soon as possible, and within 28 days as a maximum, and indicate who will be handling the complaint and when a response can be expected.

  1. Ask the person making the complaint ask any relevant questions.
  2. Inform the person(s) being complained about of the nature of the complaint and appropriate details
  3. Arrange any necessary meetings of relevant parties
  4. Assess the validity or otherwise of the complaint
  5. Write notes of the meetings and give them to the attendees
  6. Take appropriate action against the person(s) being complained about if they believe the complaint is valid
  7. Inform the person making the complaint about the trustees’ decision

If any of the parties is unhappy about the decision made, they can appeal to the trustees who will then set up another forum (chosen at their discretion) to hear the appeal.

If the person making the complaint is still not happy, they can appeal to an outside body, e.g. the Financial Ombudsman service (0800 023 4 567, for financial matters, or Association of Christian Counsellors (0845 124 9569, for counselling matters.)

If the trustees handling the complaint feel they not have sufficient expertise, they can choose to refer it on to an outside organisation, e.g. a professional body to which the person complained about belongs.

Wherever possible, Woodley Pilot Light Trust will respect confidentiality and keep complaints confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when we cannot provide absolute confidentiality, e.g. where a child or vulnerable adult may be at risk of harm. In these circumstances safeguarding considerations will take precedence and any relevant information may be shared with others concerned in the safety and welfare of clients.

We will handle information in line with the Data Protection Act.