If you need to make a complaint

We hope you’ll never need to make a complaint because we work hard to meet the high standards we set for ourselves in everything we do. However, sometimes things go wrong, and you may want to raise a concern or make a complaint.

In the first instance, we encourage anyone with a complaint to try and resolve the matter directly with the person they have been dealing with. If this is not possible, or if the complaint is of a more serious nature, we have a formal complaints process.

Whether a complaint is raised informally or formally, we will do our best to resolve the issue in a timely manner and to communicate clearly with you throughout the process.

How to make a complaint

You can make a complaint by email: complaints@lifesouthampton.org

Or you can write to us at:
Complaints
c/o Life Church Southampton
The Boathouse, 11 Cranbury Terrace
Southampton, SO14 0LH

Please include your contact details and let us know how and when you would like us to respond.

What happens next

If you send us a complaint, we will acknowledge receipt. We will look into the circumstances of your complaint and, where appropriate, let you know what we have found and what action we have taken to resolve the issue.

Please bear in mind that, for reasons of confidentiality, sensitivity, or legal compliance, we may not always be able to share full details of our findings or actions taken. We will always ensure every complaint is taken seriously and investigated appropriately.

If you’re not satisfied with our response

If you remain concerned that your complaint has not been handled satisfactorily, you may request that it be reviewed by the Eldership Team or the Trustees of Life Church Southampton.

Life Church Southampton is a UK-registered charity and part of the Commission family of churches. In the event of a serious complaint, you or we may escalate the matter to the Commission team or, where appropriate, to the Charity Commission.

Information about the kind of complaints the Charity Commission can involve itself in can be found on their website: Charity Commission