Raising a Complaint
We’re here to listen and improve.
- The Ely Diocesan Board of Finance (EDBF) is a registered charity and part of the Church of England. If you are unhappy with an aspect of our service, you can raise a complaint.
Try Informal Resolution First
Contact the person or department involved and explain your concern. If unresolved, you may ask to speak with the staff member’s Line Manager.
Still Not Resolved?
Submit a formal complaint:
- Email: complaints@elydiocese.org, or
- Post: Complaints, C/o Diocesan Secretary, Etheldreda House, Lancaster Way Business Park, 206 Wellington Road, Ely, CB6 3NX
What to Include:
- Your name and contact details
- What happened and when
- Who was involved
- What outcome you would like
What Happens Next?
- We’ll acknowledge receipt of your complaint within 10 working days (2 weeks).
- A written reply will follow within 20 working days (4 weeks).
- Our staff follow a structured internal process to ensure your concerns are taken seriously and addressed fairly. If a complaint is complex or involves multiple departments, we will let you know if more time is needed.
Appeals
- Not happy with our complaint response? Appeals should be submitted within 10 working days (2 weeks) of being notified of the original outcome.
- Appeals are handled by the Chair of the Ely Diocesan Board of Finance.
- You will be advised of where to direct an Appeal when the original complaint outcome is issued.
We are committed to resolving issues fairly, respectfully, and confidentially, in accordance with charity governance and Church of England policies.
Need a different format?
- Let us know at complaints@elydiocese.org if you need this in large print or another format.
Further Information
- Further information on our Complaints procedure can be found in this short guide – click here.