Calvary Cork
Queries
If you have a query about any aspect of Calvary Cork and its activities, please do not hesitate to contact us at info@CalvaryCork.org.
Comments
Calvary Cork welcomes feedback, both positive and negative. If you would like to submit a comment or suggestion, please email our Communications Officer at communications.officer@CalvaryCork.org.
Where appropriate, we will endeavour to reply to your feedback within 10 working days.
Complaints
Calvary Cork is committed to maintaining a safe and welcoming environment. As an essential part of this, we are determined to deal with complaints fairly and transparently.
- Informal complaints
If you would like to make an informal complaint, you are encouraged to talk to our pastor, Mike Neglia, or a church elder. You may also email our Communications Officer at communications.officer@CalvaryCork.org. Please include as much information as you consider necessary in your email, as well as how you would like your informal complaint to be resolved. We endeavour to respond to informal complaints within 10 working days, subject to resources.
- Formal complaints
In the unfortunate case that your complaint is too serious to be dealt with informally, you may lodge a formal complaint either in writing or by email to our Communications Officer. Please complete a copy of the formal complaints form provided and email it to communications.officer@CalvaryCork.org or post it to the following address:
Communications Officer,
c/o Calvary Cork,
YMCA Cork,
11-12 Marlboro St.,
Cork City.
We undertake to respond to all formal complaints with an acknowledgement of receipt within 10 working days. Our Communications Officer will then refer the complaint to the relevant ministry head. If the relevant ministry head is the subject of the complaint, it will instead be referred to the Board of Trustees. You will be contacted with a proposed resolution within the next 20 working days. If it is not possible to resolve your complaint within this timeframe, you will be contacted within 20 working days and provided with an explanation for the delay and a new timeframe for resolution.
If your complaint has not been resolved to your satisfaction, you may contact the Communications Officer to appeal. Please include the reason for your appeal. Your complaint will then be escalated to the Board of Trustees, who will discuss your appeal and contact you within 30 working days with a proposed resolution. If this is not possible, you will be contacted within this timeframe with an explanation for the delay and a new timeframe for resolution. If a trustee is the subject of your complaint, he/she will recuse themselves from any discussion of your complaint.
Please note that we are obliged to refer any complaint which suggests any illegality to the relevant authorities.
Privacy note: Your privacy is important to us. Any information provided will only be disclosed as far as is necessary to resolve your complaint. The information provided in your complaint will be disposed of after a period of 5 years.
We may wish to discuss your complaint after it has been resolved at a board meeting or elders’ meeting in order to improve our governance and procedures. In this case, your complaint will be anonymised to preserve your privacy.
Note: Every effort will be made to adhere to the timeframes outlined above. However, exceptional circumstances may cause these timeframes to be extended. We will endeavour to keep you informed of any such delay.
Below you can download an official complaint form: