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Complaints

We are committed to dealing effectively with complaints received from any source other than from members of the Cathedral Staff, for which we have separate policies and processes. It is the aim of the Cathedral to address and resolve complaints informally and as soon as possible after any issue has arisen.

We aim to use the information we gain to learn and improve the way that we work.

If your complaint relates to a safeguarding issue, please refer to our independent Safeguarding Advisor, Elaine Rose: elaine.rose@canterbury-cathedral.org or 07831 860218.

How to Make a Complaint

Stage 1 – Informal Resolution

It is always best to lodge a complaint as soon as possible after the event so that it can be investigated whist still fresh. All complaints should be raised within three months from the date of the incident unless this is not reasonably practicable. Many matters can be resolved quickly and informally.

In the first instance, you should report the matter to the relevant department manager. This can be done either in person, in writing, by phone (01227 762862) or by email to enquiries@canterbury-cathedral.org  We aim to respond to any concerns of this nature within 10 working days of receipt. If we can’t do this, we will explain why and tell you when we do expect to be able to respond.

If the matter cannot be resolved informally or if it is deemed more serious, then the matter should progress to stage 2.

Stage 2 – Formal Resolution

To raise a complaint at stage 2, we ask you to set out the complaint in writing and send it to the Senior Manager of the relevant department. Our web pages outline the roles of each of the senior staff and can be accessed via this link:

https://www.canterbury-cathedral.org/get-involved/who-does-what/senior-positions/

Mail can be addressed to the Senior Manager of the relevant department at Cathedral House, 11 The Precincts, Canterbury, CT1 2EH, or it can be emailed to enquiries@canterbury-cathedral.org marked as Confidential and with the name of the appropriate manager in the subject line.

A Senior Manager will acknowledge, investigate your complaint, and respond within 10 working days of receipt.

If it is found that the issue is more complex than first thought, you will be given an interim response describing what is being done to deal with the matter and when you can expect a reply.

Appeals

If you wish to appeal against the outcome of a stage 2 complaint, you should do so in writing. Appeals should be addressed to the Receiver General, at the postal or email address above. You should outline the reason for your appeal, including why you feel the complaint has not been dealt with to your satisfaction.

Any appeal must be made in writing within 1 month of receipt of the reply,

The Receiver General or a member of Chapter will be assigned to acknowledge, review and respond to the appeal. This will be done within 10 working days of receipt of the appeal. If the issue is more complex, you will receive an interim response describing what is being done with it and when you can expect a reply.

 The decision taken at this stage is final, and there is no further right to appeal.

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