The Salisbury Diocesan Board of Finance (DBF) and its fully owned subsidiary, SDBF Building Consultancy Ltd (SDBFBC) aim to provide high quality services which meet your needs.
In order to ensure our services 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 the organisation.
The purpose of this policy is to clarify the processes available should you need to make a complaint.
If we are not getting it right and you are not happy with us, please tell us.
We would also be delighted to know if you are happy with our services, or if you need more information, please contact us on 01722 411922 or email firstname.lastname@example.org and we will aim to put you in contact with the relevant staff member, manager or Director.
See the Who's Who guide here.
See Useful links and contacts here.
• DBF and SDBFBC employees;
• DBF contracted volunteers including trustees; and
• Members of the clergy.
This policy does not cover:
• Complaints about parish volunteers;
• Safeguarding concerns (but does include complaints about the way a Safeguarding case is or has been handled);
• Internal grievances; or Whistleblowing.
• be open and transparent about how complaints will be dealt with;
• ensure that all complaints are investigated appropriately;
• ensure that complaints are dealt with in a way that is timely and proportionate;
• maintain confidentiality at all times.
The DBF wholeheartedly supports the principle of equality of opportunity. It is a central part of the Christian faith that all human beings are created in the divine image and all are valued equally by God and share equally in God’s love. The DBF is committed to eliminating unlawful discrimination in any form for employees of the DBF under the Equality Act (2010) and aims to ensure that no one receives less favourable treatment on the grounds of:
• gender reassignment;
• marital status;
• pregnancy and maternity;
• race (including colour, ethnicity, and nationality);
• sexual orientation;
• political affiliation; or
• religion or belief.
• what the complaint is about;
• the full name of the person who is complaining;
• the desired outcome; and
• the contact information of the complainant.
All written complaints will be logged. The Diocesan Secretary or the DBF Chair (if the complaint is about the Diocesan Secretary) will:
•acknowledge receipt of the complaint within ten working days (from the date we receive the complaint; and
•confirm when a response can be expected. The aim is to investigate your complaint properly and give you a reply within fifteen working days, setting out how the problem will be dealt with.
If this is not possible, an interim response will be made informing you of the action taken to date or being considered. It is hoped that an acceptable resolution will be found and that the complaint can be resolved to the complainant’s satisfaction at this level.
If the complaint is in relation to the handling of a safeguarding matter and the complaint remains unresolved or some form of appeal is received, the Diocesan Secretary or DBF Chair can refer the matter to the Independent Chair of the Diocesan Safeguarding Advisory Panel or the National Safeguarding Team for further advice and involvement as necessary.
If the complaint is about the Diocesan Secretary or the DBF Chair, then please contact the Bishop of Salisbury.The DBF Chair (or Bishop if applicable as stated above) will:
• acknowledge receipt of the stage two complaint;
• confirm when a response can be expected. The aim will be for complainants to receive a definitive reply within four working weeks. If this is not possible because, for example, an investigation has not been fully completed, a further letter or email will be sent indicating when a full reply will be given;
• review all documentation and actions taken. Discuss with the complainant the situation from their perspective and why resolution could not be reached. All conversations will be recorded in writing and shared with the complainant for accuracy; and
• reply to the complainant within four weeks, where possible, and inform them of the action taken to investigate the complaint, the conclusions from the investigation under formal stage 2, and any action to be taken as a result of the complaint. This will be the final stage.