Scope
This Complaints Procedure applies to The Servants of the Word in Europe and the Middle East. This includes our households in the UK (London and Belfast) and Lebanon. Complaints about The Servants of the Word in other regions should be directed to the appropriate region. If you need help in contacting another region, please let us know using the contact information below.
Our Commitment
We strive to live and serve in a spirit of humility, integrity, and love. We welcome feedback—positive or critical—as an opportunity to grow in faithfulness and improve our service. If you are dissatisfied with any aspect of our work, please let us know. All complaints will be handled promptly, professionally, and respectfully.
If your complaint concerns a Servant of the Word member’s service or performance of professional duties in his work for another organisation, we will forward your concern to that organisation and let you know that we have done so.
How to Make a Complaint
If you have a complaint about any part of our service or conduct, please contact us via:
● Email: complaints@servantsoftheword.org.uk
● Post: The Servants of the Word, 31 Lynton Rd, London W3 9HL, UK
What Helps Us Respond Effectively
To help us investigate and respond promptly, please include:
● The specific area, service, or individual involved.
● Your name and contact details if you expect a response (we will consider anonymous complaints, but due to their nature, we will not be able to respond to them).
● A clear description of the issue, including relevant dates, locations, and any previous attempts to resolve it.
● Any supporting documents or evidence, if available.
We ask all parties to engage respectfully and constructively throughout the process.
What You Can Expect from Us
● Your complaint will be treated confidentially and professionally.
● It will be assigned to the most appropriate person to investigate.
● We will keep you informed of progress and aim to resolve the matter fairly and swiftly.
Response Times
● You will normally receive an acknowledgement within five working days.
● We aim to resolve most complaints within twenty working days.
● If a more detailed investigation is needed, we will inform you and provide updates.
Safeguarding Concerns
If your complaint involves safeguarding concerns, it will be referred immediately to our Safeguarding Officer and handled in accordance with our Safeguarding Policy. We may also involve external agencies where appropriate.
Data Protection Concerns
If your complaint involves how the Servants of the Word processes your personal data, it will be referred immediately to our Data Protection Manager and handled in accordance with our Privacy Policy.