Complaints
We value your feedback and are committed to making sure that everyone has the best possible experience at Norwich Cathedral. If something has not met your expectations, we would like to hear about it, to have the opportunity to put things right, to learn and improve for the future.
Please see the full details below for how to get in touch.
If your feedback is of a safeguarding nature, please visit our Safeguarding page.
How to make a complaint
You can contact us in whichever way is most convenient to you and we will respond to you via the same method unless instructed otherwise.
Written complaints should be sent by e-mail or letter to the Chapter Steward at chaptersteward@cathedral.org.uk or The Chapter Office 65 The Close Norwich NR1 4DH
Should your complaint be about the Chapter Steward then the complaint should be directed in writing to the Dean at the above address or by email at dean@cathedral.org.uk
Please include your name, address and contact telephone number in your email or letter so that we can get back in touch with you easily. The Cathedral cannot respond to complaints made anonymously, but we will investigate anonymous complaints and use the information provided to improve in any way we can.
Where a complaint is incoherent or illegible a staff member will contact the complainant, where possible, to request that the complaint be provided in a legible format or to clarify the complaint. Where a legible or coherent version of the complaint is not provided, the complaint will not be able to be progressed.
Verbal complaints may be made by phone on 01603 218300 or in person to any of the Cathedral’s staff at the Cathedral.
Complaints received by telephone or in person need to be recorded in writing. The person who receives a phone or in person complaint should:
- write down the facts of the complaint;
- take the complainant’s name, address and telephone number;
- note down the relationship of the complainant to the Cathedral;
- tell the complainant that the Cathedral has a complaints policy and direct them to it;
- explain to the complainant what will happen next and how long it will take; and
- where appropriate, ask the complainant to send in a written account by post or by email so that the complaint is recorded in the complainant’s own words.
What we will do when we receive a complaint
We will acknowledge your complaint within 5 working days of receiving it. The acknowledgement will explain who is dealing with your complaint and when you can expect a response.
We will do our best to investigate and respond fully and conclusively to all complaints within 20 working days of a complaint being received. Sometimes a complaint is more complex and so it will take us longer to investigate it. Where this happens, we will send you a progress report and let you know when you can expect to receive a final response.
We will handle any complaints received with sensitivity and in compliance with the Chapter’s privacy notice and the law.
The Chapter may decide not to respond to a complainant, or to cease to respond to a complainant, where it is considered appropriate and proportionate to do so on the basis that a complainant:
- is being deliberately abusive, prejudiced or offensive; and/or
- is harassing a member of staff, volunteer or office holder at the cathedral.
Where the Chapter makes such a decision:
- where possible, the investigation into the complaint made should continue, in accordance with section 7 of the policy; and
- a letter must be sent to the complainant within 5 working days to inform them of the Chapter’s decision and it should inform the complainant whether the complaint raised is being investigated by the Chapter.
How will complaints be progressed and resolved?
Wherever possible, we will look to resolve your complaint amicably and with pastoral care and sensitivity.
The Chapter Steward will assign a senior employee or a member of the Chapter, as appropriate, to investigate any complaint received (the Investigator). The Investigator must not be someone who is personally involved in the events complained about.
The Investigator will make all necessary and appropriate enquiries to establish the substance of the complaint and note any attempts already made to resolve the matter informally. Where possible, members of staff will be informed of a complaint made about them or any actions for which they were responsible. The Chapter has a duty of care to staff complained about as well as to complainants and so the Investigator should ensure, where possible, that the person about whom a complaint has been made has an opportunity to respond to the concerns raised by the complainant.
At the conclusion of the investigation, the Investigator must provide a written report to the Chapter Steward.
How will we inform you about the outcome of your complaint?
Once the Chapter Steward receives the Investigator’s report, he or she will respond to you in writing (the Outcome Letter).
If your complaint is upheld in whole or in part, the Outcome Letter will normally include an apology, acknowledge where things have gone wrong and explain whether any actions will be taken as a result of the investigation into your complaint. However, the Outcome Letter will not include personal employment information about any member of staff or any personal information about a Chapter member, committee member or any volunteer.
The Outcome Letter will also include information on how you can seek a review if you are unhappy with how your complaint has been investigated or handled by the cathedral.