Serious Complaints Policy at New Life Napier

New Life Napier recognises the importance of listening and responding to feedback and complaints against people appointed by church leadership, whether paid or unpaid. We understand that sometimes we may not get things right. In those situations, we want people to feel able to speak up, and we are committed to listening and taking any concerns seriously.

New Life Napier has two designated people who act as Complaints Officers, who will handle any formal complaints. Where possible and appropriate, confidentiality will be maintained. Complaints Officers will report complaints and feedback to the Oversight and Trustees where appropriate.

Complaints should include factual information and avoid personal abuse or inflammatory statements. Complaints that will be considered by the Complaints Officers will be those deemed of a serious nature. This judgement will be at the discretion of the Complaints Officers.

For complaints not related to abuse or serious misconduct, we encourage people to use the approach outlined in Matthew 18:15 “If you brother or sister sins, go and point out their fault, just between the two of you. If they listen to you, you have won them over.”

As Christians, we must seek peace, truth and reconciliation.

1 Peter 4:8 “And above all things love each other deeply, because love will cover a multitude of sins.”

Mark 11:25 “And whenever you stand praying, if you have anything against anyone, forgive him, that your Father in heaven may also forgive you your sins.”

Proverbs 19:11 “A person's wisdom yields patience; it is to one's glory to overlook an offence.”

Possible Areas of Feedback or Complaint: Child or Young Person Any feedback or complaints related to children, or incidents relating to child protection, please raise these matters immediately and directly with the Complaints officers. Inappropriate Conduct including but not limited to;
● Sexual Harassment, Bullying or Abuse.
● Infringements of Privacy
● Fraudulent Acts
● Criminal Offences

For next steps and/or more information surrounding feedback and complaints please get in touch with one of our complaints officers.