Light’s Hope is committed to being open and accountable. If you have a complaint, we encourage you to raise it — all concerns will be taken seriously and handled fairly.
If you ever need to report serious wrongdoing, abuse, financial mismanagement, or a safeguarding concern, you can do so safely through our Whistleblowing process. Your identity will be protected wherever possible, and you will not face disadvantage for speaking up in good faith.
Complaints can be made to your local Church leadership or directly to the Trustees. Serious concerns may be raised with the denominational Safeguarding Lead or Chair of Trustees. If you believe your concern cannot be dealt with internally, you may report directly to statutory authorities such as the Charity Commission, police, or local safeguarding boards.
Complaints & Whistleblowing Policy
1. Commitment
Light’s Hope is committed to being a safe and accountable denomination. We recognise that sometimes things go wrong, and concerns need to be raised. This policy sets out how we handle complaints fairly and how we protect those who whistleblow about serious wrongdoing.
2. Scope
This policy covers:
- Complaints about services, decisions, clergy, ministers, or leadership.
- Whistleblowing where someone has reason to believe there is serious misconduct, safeguarding failure, financial mismanagement, abuse, or attempts to cover up wrongdoing.
3. Principles
- Every concern will be taken seriously.
- People will be treated with respect and fairness.
- No one will be victimised for raising a genuine complaint or whistleblowing.
- Confidentiality will be maintained where possible.
- Safeguarding concerns always take priority and will follow safeguarding procedures.
4. Complaints Procedure
- Informal Resolution – Concerns should, where possible, be raised and resolved locally by discussion with those involved.
- Formal Complaint – If unresolved, a written complaint can be submitted to the local Church leadership or Trustees.
- Acknowledgement – Written acknowledgement will be provided within 14 days.
- Investigation – An impartial person will investigate, gather information, and prepare a report.
- Decision – Trustees (or their appointed panel) will decide on appropriate action.
- Appeal – Complainants may appeal within 28 days, which will be heard by an independent panel not involved in the original decision.
5. Whistleblowing Procedure
- Raise Concern – Concerns should be reported directly to the Safeguarding Lead, Chair of Trustees, or designated Whistleblowing Officer.
- Confidentiality – Whistleblowers’ identities will be protected as far as possible, unless required by law to disclose.
- Referral – Serious concerns may be referred to statutory authorities (police, safeguarding boards, Charity Commission).
- Protection – Whistleblowers acting in good faith will be protected from dismissal, victimisation, or disadvantage.
- Escalation – If the concern is about Trustees collectively, it may be raised directly with the Charity Commission or other statutory bodies.
6. Responsibility
- Trustees are responsible for ensuring complaints and whistleblowing are handled fairly and promptly.
- Safeguarding Lead ensures whistleblowing about safeguarding issues is acted upon immediately.
- All clergy, ministers, and leaders must co-operate with investigations and respect confidentiality.
7. Review
This policy will be reviewed annually by the Trustees.