Complaints procedure

Manchester Cathedral is committed to dealing effectively with any concerns or complaints raised about the way in which we work, about what we do, or about the services we provide.  If and where possible, we will seek to put right any mistakes we may have made.  If we get something wrong, we will apologise and where possible we will try to put things right.  We also aim to learn from our mistakes and use the information we gain to improve the way we work in future.

Our complaints procedure may be used by any member of the public or user of the Cathedral’s facilities.  It does not apply to employees, volunteers, office holders, workers, or self-employed contractors providing services to the Cathedral, who should use the Grievance Procedures appropriate to their role,

Any complaints about safeguarding should follow the procedures outlined here

All complaints will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Informal Resolution

Usually it is better to deal with any concerns and complaints straight away. If you have a concern, raise it with the person involved at the time. He or she will try to resolve it for you there and then. If there are any lessons to learn from addressing your concern then the member of staff will draw them to our attention. If the member of staff cannot help, they will explain why and you can then ask for a formal investigation.

How to submit a complaint

If you have been unable to resolve your issue informally then you can raise your complaint more formally by writing to the Dean of Manchester at the postal address below marking your correspondence as 'strictly confidential' or by emailing Enable JavaScript to view protected content. .  All complaints will be dealt with seriously, promptly and, wherever possible, confidentially.