In the case where something has gone wrong.

We hope that the majority of complaints can be dealt with informally, but in cases in which the formal procedure is more appropriate, we request that they are submitted in the following format: 

In writing, addressed FAO Chair of Trustees, Highway Church, 13-15 Church Road, Penryn, TR10 8DA

or by email to admin@highwaychurch.co.uk  with ‘complaint’ in the subject line. 

It should include a full explanation of the problem, how it occurred, and the effect on you and describe what you think we should do to put things right. 

We will deal with your complaint as follows: 

1. We will acknowledge your complaint within ten working days of receipt and provide you with the name and contact details of the person responsible for investigating the matter on your behalf. 

2. The person responsible for the investigation will write to you with their findings and proposed resolution within twenty eight days from receipt of the complaint*. 

3. If you are dissatisfied with the outcome of the investigation you may appeal: For Foodbank see Trussell Trust procedures attached. For Church related matters please contact admin@highwaychurch.co.uk. Letters must be received within twenty-one working days of the date on the correspondence notifying you of the outcome of the first investigation. 

4. The complaint will be reinvestigated and you will be informed of the outcome within a further 10 working days*. 

* unless the complaint is particularly complex or time-consuming, in which case you will be kept informed of the progress of the investigation and notified of the expected date of completion. 

The link to our full Complaints procedure is here:-

https://drive.google.com/file/d/1x-N47gOTi8H7JZAx70DuRBntqjmCJx-1/view?usp=drive_link