FAQs

4 May 2023

FAQs

Q My complaint is being dealt with the diocese or religious congregation but it is taking a long time. Can the CSSA help speed up the complaints process if the church body isn’t responding quickly enough?

A Complainants can contact the CSSA if they are in the process of having their complaint dealt with by the diocese or religious institution, but they are not meeting the timescales that they said they would; the CSSA will approach the diocese or religious institution to assist the complainant to achieve resolution with the church body. The CSSA will ask about the reasons for delay and where appropriate, provide early intervention and recommend how to proceed. The complaint remains the responsibility of the diocese or religious institution and the CSSA is not investigating at this stage.

Q Can I nominate somebody to make a complaint on my behalf?

A The CSSA will accept complaints from somebody nominated by the complainant to act on their behalf. The complainant must notify the CSSA in writing, providing the name and contact details of the nominee and giving explicit permission for the CSSA to communicate with this person as if they were the complainant.

Additionally, a representative can complain on a person’s behalf where that person:

• is a child;
• lacks mental capacity, as assessed under the Mental Capacity Act 2005[1]
• has appointed a person as a Lasting Power of Attorney (LPA) for health and welfare;
• has an appointed Independent Advocate; or
• has passed away (and there is sufficient information to enable an investigation to proceed).

Q Will the CSSA consider anonymous complaints?

A Anonymous complaints will always be considered but it may not be possible to fully investigate or resolve complaints where the complainant cannot be contacted for further information.

Q How will the CSSA ensure that I am treated fairly and that diversity is respected?

A The CSSA will not treat you less favourably than anyone else because of your:

• sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced or completed);
• sexual orientation;
• colour or race: this includes ethnic or national origin or nationality;
• disability;
• religious or political beliefs, or trade union affiliation; and
• any other unjustifiable factors, for example language difficulties, age, pregnancy, and maternity.

Q Will my complaint be kept confidential?

A We will handle all complaint information sensitively and in accordance with data protection legislation. We will need to share information with people who need to know in order that the complaint can be investigated. If this includes contacting another person or organisation, we will ask for your consent to share relevant information with them. If consent is withheld, it may not be possible for the CSSA to investigate the complaint.

[1] Lacks capacity to make a specific complaint.