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Safeguarding Complaints Policy

Complaints Policy for Safeguarding Matters, English Province of the Order of Preachers.

Introduction

The English Province of the Order of Preachers is firmly committed to safeguarding and promoting the wellbeing of children and adults at risk. We adhere strictly to the safeguarding norms established by the Catholic Church in England and Wales and maintain a zero-tolerance stance towards all forms of abuse and maltreatment.

This commitment is rooted in the Christian belief that every individual is made in the image of God and possesses inherent dignity and worth. Each person has the right to receive care, protection, respect, and encouragement within a safe and supportive environment.

This Safeguarding Complaints Policy sets out how individuals may raise concerns or complaints about the way safeguarding matters have been handled by the Province, and how those complaints will be responded to fairly, promptly, and compassionately.

1. Policy Purpose

The RLG English Province of the Order of Preachers views complaints—particularly safeguarding complaints—as an opportunity to listen carefully, learn responsibly, and improve practice, while seeking, wherever possible, to put things right for those affected.

This policy aims:

  • To provide a fair, transparent, and accessible safeguarding complaints procedure
  • To ensure people know how to raise a safeguarding complaint
  • To ensure all staff, friars, and volunteers understand what to do when a safeguarding complaint is received
  • To ensure safeguarding complaints are handled independently, fairly, and without undue delay
  • To ensure that complainants are treated with respect, seriousness, and pastoral sensitivity
  • To identify learning and improvement in safeguarding culture, governance, and practice
  • To ensure compliance with CSSA standards, data protection law, and relevant legislation

Raising a safeguarding complaint will not prejudice anyone’s standing, formation, pastoral care, or support within the organisation or Province.

2. Scope of This Policy

This policy applies to:

  • Complaints about the handling of safeguarding concerns, including:
    • delays,
    • failures in process,
    • decision-making,
    • communication,
    • conduct of those responsible for safeguarding;
  • Complaints about safeguarding-related behaviour where the safeguarding process itself is being challenged.

This policy does not replace the Safeguarding Policy.
Safeguarding concerns themselves will always be managed under the Safeguarding Policy.

This policy applies where a person believes:

  • a safeguarding concern was not handled appropriately, or
  • the safeguarding process caused additional harm or injustice.

Complaints from staff should be directed to the Grievance Policy, unless they concern safeguarding process failures.

3. Definition of a Safeguarding Complaint

A safeguarding complaint is:

Any expression of dissatisfaction, whether justified or not, about the way safeguarding matters have been handled.

This may include concerns that the organisation or Province has:

  • failed to act in a timely or appropriate safeguarding manner;
  • failed to follow safeguarding policy or CSSA standards;
  • acted unfairly, insensitively, or without due process;
  • failed to communicate clearly or respectfully;
  • mishandled information or confidentiality;
  • failed to manage conflicts of interest appropriately.

4. Concerns and Complaints

Where possible, informal concerns should be raised as soon as possible so that if there are any shortcomings or problems these may be resolved quickly. However, individuals are not required to raise concerns informally and may proceed directly to a formal safeguarding complaint.

Safeguarding complaints will always be treated seriously, regardless of the complainant’s role or relationship to the organisation.

5. Confidentiality

All safeguarding complaints will be handled sensitively and confidentially.

Complainants will normally be asked to provide their name and contact details to allow proper investigation. Anonymous complaints will be considered where possible.

We aim to protect whistleblowers’ identities, but confidentiality cannot be guaranteed where disclosure is required by law or safeguarding duty, including disclosure to:

  • statutory authorities or police;
  • courts or legal proceedings;
  • safeguarding bodies or inspectors (including CSSA);
  • regulators or relevant professional bodies.

6. How to Make a Safeguarding Complaint

Safeguarding complaints may be made to the Designated Safeguarding Lead of the Province Fr. John Patrick Kenrick by:

  1. Email: safeguarding@english.op.org
  2. Post: The Designated Safeguarding Lead, Holy Cross Priory, 45 Wellington Street, LE1 6HW.

Alternatively complaints can be made to the Religious Life Safeguarding Service by:

  1. Telephone: 0151 5562311
  2. Email: safeguarding@religioussafeguarding.org

Within 5 working days, the complainant will receive acknowledgement confirming:

  • receipt of the complaint,
  • who is handling it,
  • the expected timescale,
  • a copy of this policy if you have contacted the Designated Safeguarding Lead. The RLSS have their own policy.

7. Complaints Procedure

Stage One – Initial Review and Investigation

  • The complaint will be recorded
  • An reviewer will be appointed who has not been involved in the safeguarding decisions being complained about.
  • The relationship of the complainant to the organisation (e.g. survivor, friar, safeguarding lead) will be recorded.
  • Where appropriate, further clarification or information may be requested.
  • Relevant individuals may be informed and given an opportunity to respond.

A written response will normally be provided within 30 working days, setting out:

  • findings,
  • decisions reached,
  • actions taken or proposed,
  • learning identified,
  • reasons for outcomes.

Stage Two – Appeal

If the complainant remains dissatisfied, they can escalate their complaint to the Prior Provincial Fr. Nicholas Crowe OP for further review. The Prior Provincial  can be contacted by:

  1. email: prior.provincial@english.op.org
  2. Post: The Prior Provincial, St. Dominic’s Priory, Southampton Road, London, NW5 4LB.

The review will be conducted by:

    • the Prior Provincial, or
    • a delegated senior friar or suitably independent person not previously involved.
  • The reviewer may uphold, vary, or overturn the original outcome, or recommend further action.
  • A written outcome will normally be provided within 30 working days.

Stage Three – External Review (CSSA)

If dissatisfaction remains, the complainant may escalate the matter to the Catholic Safeguarding Standards Agency (CSSA).

  • The CSSA does not re-investigate safeguarding matters,
  • but may review how safeguarding and complaints procedures were followed.

Information on what a review by the CSSA involves can be found here:
https://catholicsafeguarding.org.uk/contact-us-and-other-information/complaints-against-the-church/#tab_2

The CSSA can be contacted by:

  1. Telephone: 0207 901 1920
  2. Email: qualityassurance@catholicsafeguarding.org.uk
  3. Post : Quality Assurance Team, Catholic Safeguarding Standards Agency, c/o 39 Eccleston Square, London, SW1V 1BX

8. Independence and Conflicts of Interest

Where safeguarding complaints involve:

  • senior friars,
  • those in authority over the complainant,
  • or situations giving rise to conflicts of interest,

the organisation or Province will ensure independent or external oversight, which may include commissioning an independent reviewer.

9. Withdrawal of a Complaint

A complaint may be withdrawn in writing at any stage.
However, the organisation or Province may continue to consider the matter where:

  • there is ongoing safeguarding risk, or
  • failure to do so may cause harm.

10. Data Protection and Records

All safeguarding complaints will be handled in accordance with:

  • data protection legislation,
  • CSSA requirements,
  • the organisation’s or Province’s records retention policy.

Records will be:

  • stored securely,
  • accessed only on a need-to-know basis,
  • shared only where lawful, necessary, and proportionate.

11. Learning, Accountability, and Oversight

The organisation or Province will:

  • review safeguarding complaints regularly at senior level;
  • identify themes, risks, and learning;
  • implement improvements to safeguarding policy, formation, and practice;
  • report appropriately to governance bodies and inspectors.

12. External Advice

If internal stages are exhausted, complainants may seek independent advice from:

  • a solicitor
  • Citizens Advice,
  • the Charity Commission.

This should normally be done within one month of the final internal outcome.

13. Review of This Policy

This policy will be reviewed:

  • every two years at the Provincial Chapter and Interchapter;
  • following serious safeguarding incidents;
  • in response to changes in law or CSSA standards.

Final Statement

Safeguarding complaints are often raised at great personal cost.
The organisation and Province commit themselves to responding with seriousness, humility, integrity, and pastoral responsibility.

 

Approved by: Provincial Council
Date of Approval: March 2026
Review Date: April 2028