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Complaints Procedure

Our safeguarding service aims to protect children and vulnerable adults from harm, promote their welfare, and minimise risk wherever possible by raising awareness and providing a robust structure whereby any concerns can be reported and receive a prompt and efficient response.

No individual or organisation is perfect and in pursuing these vital aims it is possible that mistakes can be made, either in process or communication or in some other way. In recognition of this, Manchester Diocese has put in place a clear, accessible and active process for dealing with complaints.

The key principles on which we base our complaints handling are:

  • Open and easy access to the process
  • The timely resolution of complaints wherever possible
  • Respect for complainants and for their voices to be listened to
  • A shared commitment at all levels to welcome complaints and comments as an opportunity to improve the service we provide
  • Positive action by the diocese in response to complaints which are upheld
  • The impartial review of complaints
  • For all information regarding a complaint to be treated in strictest confidence
  • A commitment to ensuring that wherever possible, complaints are resolved and the relationships are repaired and reconciliation explored
  • A commitment to and understanding of cultural equality and diversity.

Download a document that explains in full the Safeguarding Complaints Procedure.

A complaint should be made in writing marked ‘confidential’:

Post to the Chief Operating Officer COO/Diocesan Secretary, St. John's House,155-163 The Rock, Bury, BL9 0ND  or email to

You can also call the COO/Diocesan Secretary on 0161 828 1412.

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