What types of complaint are not eligible for investigation by the CSSA?

4 May 2023

What types of complaint are not eligible for investigation by the CSSA?

This is not an exhaustive list but the CSSA will not consider:

• complaints that the church body being complained about hasn’t had the opportunity to look into and respond to;

• complaints where the church body internal complaints process has not been exhausted, unless the church body, complainant and CSSA agree the CSSA should investigate a complaint which has not been through or has not exhausted, the church body’s complaints process;

• issues raised by individuals who have not been directly affected by the matter being complained about (unless from somebody nominated by the complainant to act on their behalf);

• complaints that do not come under the scope of the relevant church body’s complaints policy.

• complaints about the service delivery of a third party. These must be addressed to the agency concerned.

• grievance, capability, or disciplinary matters which must be dealt with using the church body’s internal processes;

• complaints unrelated to the provision of a safeguarding service;

• reports of abuse which are to be referred to statutory agencies and the relevant Church body and are therefore not investigated under this procedure.

• whistleblowing[1] which must be dealt with using the church body’s processes;

• complaints against clergy and members of a religious institution who are employed by an external agency/organisation under a civil contract or who offer their services  to such an agency voluntarily, against whom there is a complaint in relation to their employment or voluntary work within that agency. These complaints must be addressed to the agency concerned;

• concerns or complaints relating to safeguarding in organisations outside the church body, which must be addressed to the organisation concerned;

• subject access requests or complaints about the misuse of personal data which must be referred to the church body’s Data Protection Officer and/or the Information Commissioner’s Office.

• complaints where there are concurrent legal processes in relation to the complaint; these will be considered once legal processes have concluded.

_________________________
[1] Whistleblowing is the term used to refer to the internal or external disclosure of malpractice as well as illegal acts, or omissions, at work.