Complaints

We strive to uphold the high standards we set for ourselves, and we hope you’ll never feel the need to make a complaint. However, we understand that sometimes things can go wrong, and you may wish to raise a concern.

At North Point Church, we see complaints as an opportunity to listen, learn, and improve, as well as a chance to address and resolve any issues that have arisen. If your concern relates to the safeguarding of children or vulnerable adults, please refer to our Safeguarding Policy.

In the first instance, we encourage you to try to resolve the issue directly with the person involved. If this is not possible or the matter is more serious, we have a formal complaints procedure, which is outlined below. Whether a complaint is informal or formal, we are committed to addressing the matter in a timely manner and maintaining clear communication with you throughout the process.
Please include your contact details and indicate how and when you would prefer us to respond.

Once we receive your complaint, we will acknowledge it to confirm we’re looking into it. We will investigate the matter and, where appropriate, inform you of the outcome and any actions we’ve taken to address the issue. Please note that for reasons of confidentiality, legal requirements, or sensitivity, we may not always be able to provide full details of the investigation or the actions taken. However, we will always take your concerns seriously and act accordingly.

What if you’re not satisfied with our response?
We take all complaints seriously and do our best to resolve them thoroughly. If you feel that your complaint hasn’t been addressed satisfactorily, you can ask for it to be escalated to the Board of Trustees at North Point Church.

North Point Church is a UK-registered charity, and in the event of a serious complaint, either you or we may escalate the matter to the Assemblies of God UK or other relevant church governance bodies.

You also have the option to escalate your complaint to the Charity Commission. More information on the kinds of complaints they handle can be found on their website.

Alternatively, you can:
Call: 02476 680710
Write to:
Senior Pastor
North Point Church
300 Roseberry Avenue
Coventry
CV2 1UT