Complaints Policy
| Policy Ref | NDOPW-CP-001 |
|---|---|
| Version | 1.0 |
| Status | Active |
| Effective Date | August 2026 |
| Review Date | August 2027 |
| Approved By | NDOPW Board of Trustees |
| Policy Owner | Director of Strategy and Implementation |
| Contact | info@ndopw.com |
Table of Content
NDOPW is committed to treating everyone who connects with our ministry, whether at events, online, or through our Gideon network, with dignity, respect, and Christian integrity. This policy explains how we receive, handle, and learn from complaints in a manner consistent with our values and UK charity law.
1. Our Commitment
The National Day of Prayer and Worship (NDOPW) aims to bring the Body of Christ together across the British Isles for prayer, worship, and united action. We hold ourselves to the highest standards of conduct at all times, including at large stadium events, Shine Your Light gatherings, night-watch campaigns, online Gideon prayer networks, and in every communication we send.
We recognise, however, that we are not infallible. There may be occasions when we fall short of those standards, or when someone has a legitimate concern about our conduct, decisions, or communications. We welcome such feedback, because it helps us grow and serve better.
When you raise a concern with us, you can expect us to listen carefully, respond honestly, act fairly, and treat your concern with confidentiality and respect.
2. What Is a Complaint?
A complaint is any expression of dissatisfaction about the actions, decisions, conduct, communications, or services of NDOPW. This also includes those acting on our behalf, such as volunteers, event stewards, guest speakers, or partner organisations working with us. Complaints may relate to, but are not limited to:
- The way you or someone else has been treated by a member of the NDOPW team, a volunteer, or a representative
- An NDOPW event, gathering, night-watch, Shine Your Light activity, or online campaign
- Information, communications, or publications issued by or on behalf of NDOPW
- Fundraising activity, including the Raisely donation platform
- The handling of your personal information (see also our Privacy Policy)
- The behaviour of a partner organisation operating under NDOPW’s platform
- The way a previous concern has been handled
- Any other aspect of NDOPW’s work for which we are directly responsible
IMPORTANT: If a concern relates to safeguarding, such as the welfare of a child, young person, or vulnerable adult, it will be handled under our Safeguarding and Child Protection Policy and not solely through this complaints process. Safeguarding concerns should be reported to the Designated Safeguarding Lead without delay.
3. How to Make a Complaint
3.1 Informal Resolution (Stage 1)
We encourage you to raise your concern informally in the first instance, where appropriate. Many concerns can be resolved quickly and sensitively through a direct and open conversation with the relevant member of our team.
If you are at an NDOPW event, please speak to a team leader, event coordinator, or steward. Contact details for our team are available at all NDOPW events and through our website at www.ndopw.com.
3.2 Formal Complaint (Stage 2)
If informal resolution is not appropriate, or your concern has not been resolved to your satisfaction, you may submit a formal complaint. Please do so in writing by email to:
Email: info@ndopw.com
Subject line: Formal Complaint — [brief description]
To help us handle your complaint effectively, please include:
- Your full name and contact details (email and/or phone number)
- A clear description of your concern, including what happened and how it affected you
- Relevant dates, names of individuals involved, and any event or activity reference
- Any steps you have already taken to resolve the matter
- What you would consider to be a fair and appropriate resolution
If you need support in making a complaint, for example because of a disability, language barrier, or other difficulty, please contact us and we will make reasonable arrangements to help you.
3.3 Anonymous Complaints
We will consider anonymous complaints where sufficient information is provided for us to investigate. However, our ability to respond, provide feedback, or follow up may be limited. Where a concern relates to safeguarding or serious misconduct, we will always act on it regardless of whether the complainant is identified.
4. How We Will Handle Your Complaint
4.1 Acknowledgement
We will acknowledge receipt of a formal complaint within five working days of receiving it. Our acknowledgement will confirm the complaint has been received, identify the person handling it, and provide an estimated timescale for our response.
4.2 Investigation
We will consider your complaint carefully, fairly, and without bias. This may involve:
- Reviewing relevant documentation, communications, or records
- Speaking with the individual(s) to whom the complaint relates
- Consulting with trustees or senior leadership where appropriate
- Seeking guidance from external advisers in complex cases
We will handle all information gathered during this process with sensitivity and in accordance with our Privacy Policy and UK data protection law.
4.3 Response
We aim to provide a substantive written response within 20 working days of receiving a formal complaint. If the matter is particularly complex and requires additional time, we will notify you in advance and keep you informed of progress.
Our response will:
- Acknowledge the substance of your complaint
- Explain the outcome of our consideration
- Set out any action we intend to take as a result
- Advise you of your right to escalate if you remain dissatisfied
5. Escalation and Review
5.1 Internal Review (Stage 3)
If you remain dissatisfied following our formal response, you may request an internal review. Your request should explain clearly why you believe our response did not adequately address your complaint and, where possible, identify what outcome you are seeking.
Where possible, the review will be carried out by someone who was not directly involved in the original decision or response. This is usually a senior leader, trustee, or director who has not been involved in the matter before. We will provide our final response after the review.
5.2 Complaints About Senior Leadership
If your complaint concerns the person who would ordinarily be responsible for handling it, the complaint will be referred to another appropriate senior leader or trustee to ensure it is considered independently, impartially, and fairly.
5.3 External Escalation
Depending on the nature of your complaint and NDOPW’s regulatory responsibilities, you may have the right to raise certain matters with an external regulator or authority. This may include:
- The Charity Commission for England and Wales, for concerns about NDOPW’s governance, use of charitable funds, or serious misconduct (www.gov.uk/complain-about-charity)
- The Information Commissioner’s Office (ICO), for concerns about the handling of your personal data (www.ico.org.uk)
- The Fundraising Regulator, for concerns about fundraising conduct (www.fundraisingregulator.org.uk)
- The Police or Children’s Services, for safeguarding concerns that need immediate action
We would always encourage you to raise your concern with NDOPW first so that we have an opportunity to address it. However, we recognise that you have the right to approach external bodies at any stage.
6. Confidentiality and Data Protection
All complaints will be handled with sensitivity and discretion. Information relating to your complaint will only be shared with those who need it in order to investigate, consider, or respond to it, or where we are legally required to disclose information.
Personal information collected and processed in connection with a complaint will be handled in accordance with NDOPW’s Privacy Policy (NDOPW-PP-001) and applicable UK data protection legislation, including the UK GDPR and the Data Protection Act 2018.
Complaint records will be retained for a minimum of six years from the date of resolution, in line with our data retention schedule.
7. Unreasonable or Vexatious Behaviour
We recognise that people may feel strongly about the matters they raise, and making a complaint will never result in someone being treated less favourably by NDOPW.
However, NDOPW will not accept behaviour that is threatening, abusive, discriminatory, or persistently unreasonable toward our staff, volunteers, trustees, or others involved in our work. This applies whether complaints are submitted in writing, by telephone, at events, or through social media.
If such behaviour happens, we may set reasonable limits on our communication with that person. For example, we might require communication to be in writing only or limit how often we respond, while still addressing any legitimate concern. A senior leader or trustee will make this decision and explain it clearly to the person involved.
8. Learning From Complaints
At NDOPW, we see complaints as a chance to listen and improve, not as a burden. Feedback we receive will be included in our ongoing review of policies, communications, and activities.
A summary of complaints received (anonymised where appropriate) will be reported to the NDOPW Board of Trustees on an annual basis as part of our governance review. This ensures that the Board can identify patterns, assess systemic issues, and take appropriate action where needed.
9. Policy Review and Governance
This policy will be reviewed annually by the NDOPW leadership team and Board of Trustees. It will also be reviewed following any significant complaint, change in regulatory guidance, or material change to NDOPW’s activities.
This policy should be read alongside:
- NDOPW Safeguarding and Child Protection Policy (NDOPW-SG-001)
- NDOPW Privacy Policy (NDOPW-PP-001)
- NDOPW Volunteer and Staff Code of Conduct
10. Authorisation
Chair of Trustees
Name: Simon Teague
Date: August 2026
This policy has been formally adopted by the Board of Trustees of the National Day of Prayer and Worship and is binding on all staff, volunteers, and representatives acting on NDOPW’s behalf.