If your issue is of a Safeguarding nature (Harm against under 18s or vulnerable adults) please approach our safeguarding team directly and don't use this procedure.
Complaints Procedure at River Church
If you have felt hurt or mistreated at River Church the first thing we want to say is that we are so sorry and that we want to take your concerns seriously. This procedure is intended to enable you to gain resolution safely & securely in a Kingdom culture.
Church is made up of fallible human beings, and we recognise that upset can occur, sometimes through fault and sometimes through misunderstanding. So we follow Jesus' guidance in Matt 18: 15-17:
“If another believer sins against you, go privately and point out the offence. If the other person listens and confesses it, you have won that person back. But if you are unsuccessful, take one or two others with you and go back again, so that everything you say may be confirmed by two or three witnesses. If the person still refuses to listen, take your case to the church. Then if he or she won’t accept the church’s decision, treat that person as though he was an outsider or unrepentant sinner."So please first clarify the issue with the person privately, in-person (not via text or email) and let them know how their words or actions affected you. A neutral public place is good, such as after church during coffee, or in a local café. Give them time to explain or apologise. Sometimes what is heard is never what was intended, so good communication is key. Similarly be ready to hear their side of the story! We would hope that neither of you would be defensive and self-justifying, as we want to nurture a culture of honour, humility & bridge-building. If approaching the person is a little intimidating, feel free to go with a friend for support; this shouldn't be to add more weight to your case.. that comes later! So ask your friend just to listen to what's being said, rather than contribute: it can be difficult for the person receiving a complaint too.
If you are aware that your complaint is held by other people too, we'd ask you to encourage those people to bring their complaint separately, so to best capture their own version of events: a complaint can’t be about something that someone has said to someone else. Complaints should always be in-person, not second-hand and unnamed. Whilst this practice may have the intention of representing others whilst protecting their identity, it is unfair on the person receiving the complaint, who is unable to know who they have upset and how to make amends. So please, no comments like: "It's not just me you've upset, it's a lot of other people too, but I can't tell you who".
If you're unable to reach a satisfactory resolution in private, please engage some others. We would recommend that you find someone/ some people on the Wider Leadership team (basically those at River Church who lead something or are on the Prayer Ministry team) that you feel comfortable with. Explain your case to them, and let them help you re-visit the person that you have issues with. They will have been instructed to take your complaint seriously and help you to get resolution.
If that does not resolve the issue, bring your complaint to the church leader(s) with the Wider Leader that has got involved. We will do our utmost to resolve things and will treat your complaint with respect. We want to be solution focussed and hope for reconciliation when possible.
If you are still unsatisfied with the outcome, and feel that we as a church are getting something wrong, then please email your complaint to Rediscover Church in Exeter office@rediscoverchurch.com, titled CONFIDENTIAL COMPLAINT AT RIVER CHURCH WEYCROFT HALL. Their leader Mark Pugh, is an experienced, national Elim leader and is happy to be involved for us in this way. Although we are an Independant church organisationally, the church leaders, Vince & Clio, receive relational oversight from Mark and welcome his input.
If you are still unsatisfied you should email the chair of trustees of River Church via safeguarding@riverchurchweycroft.co.uk , stating your intention to report the charity to the Charity Commission, and giving the Chairperson opportunity to respond. https://www.gov.uk/complain-about-charity will explain the details. We would obviously be very sorry if matters reached that level, but wish you to have the opportunity to pursue unresolved grievances.