We recognise that from time to time the quality of services provided by the Church may not meet up with the standards that individuals have come to expect. The Church views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. 

As part of our complaints procedure, we will:

• Acknowledge the formal complaint in writing or by email;

• Respond promptly  

• Deal reasonably and sensitively with the complaint; 

• Act, where appropriate.

What to do if you have a complaint

It’s always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of staff, such as a pastor or the team leader responsible for the relevant area of ministry or the event you are attending. We would welcome the opportunity to do this if at all possible.

If it is not possible to do this at the time, you can contact us by writing to The Lead Pastors, Catalyst Vineyard Church, 49 Gilcomston Park, Aberdeen AB25 1PN

If your complaint is in relation to the Lead Pastors, then you should address your complaint to The Associate Pastors.

Please mark your complaint Private and Confidential.

Or you can email complaints@catalyst.vin

What happens next?

Should you have cause to complain, we will acknowledge your complaint in writing as soon as possible (usually within 14 days). We will then conduct an investigation in a timely manner and then inform you of the outcome.

Any serious complaints or allegations regarding the Lead Pastors will be referred to VCUKI.

What if the complaint is not resolved?

If you are not happy with our response, then you can get back in touch with us by writing to the Board of Trustees at the church address, or via complaints@catalyst.vin , who will appoint a panel to review the complaint. 

Our full complaints policy can be found HERE