1. Purpose

Children of God Christian Coaching CIC is committed to providing a safe, respectful, and faith-filled experience for all children, families, and communities we serve. We welcome feedback and are dedicated to resolving any concerns in a prompt, fair, and transparent manner. This procedure explains how you can contact us and how we handle complaints.

2. Contacting Us

If you have any questions, feedback, or need support, you can contact us in the following ways:

📧 Email: marta.krason@childrenofgod.co.uk
🌐 Website Contact Form: www.childrenofgod.co.uk/contact

We aim to respond to general enquiries within 3–5 working days.

3. Raising a Concern or Complaint

We aim to resolve concerns informally wherever possible. If you have a concern or complaint about any aspect of our services, please follow these steps:

Step 1 – Informal Resolution

• Speak to or email the team member involved, or contact the founder, Marta Krason.
• Many concerns can be resolved quickly through respectful conversation or clarification.

Step 2 – Formal Complaint

If your concern is not resolved informally or you prefer a formal approach:

• Please submit your complaint in writing by email or letter.
• Include: your name, contact details, a clear description of your concern, and any relevant dates or people involved.

We will:

• Acknowledge your complaint within 5 working days
• Investigate thoroughly and fairly
• Provide a written response within 14 working days, or explain if more time is needed

Step 3 – Appeal

If you are not satisfied with the outcome:

• You may request a review of the decision within 10 working days of receiving our response.
• A senior team member or board representative will re-assess the matter and respond within 15 working days.

4. Safeguarding Concerns

If your concern involves child safety or safeguarding, please report it immediately to our Designated Safeguarding Lead:

👤 Marta Krason – Designated Safeguarding Lead

Other safe helpline details:

NSPCC – 0808 800 5000 or if you are18 years or under call Childline – number below or www.nspcc.org.uk  or you can email: help@nspcc.org.uk

Childline - Freephone 0800 1111 www.childline.org.uk  There is also a link for support on this website for the deaf or hard of hearing.

Age UK – 0800 678 1602 or www.ageuk.org.uk

Action on Elder Abuse – 080 8808 8141 www.elderabuse.org.uk

Modern Day Slavery and UK Human Trafficking – Hotline 0800 0121 700 or 999

https://www.modernslaveryhelpline.org/

Domestic Abuse or coercive control – If it is unsafe to go home or there is immediate danger call 999 straight away

If the person needs an emergency injunction for their safety contact the National Centre for Domestic Violence www.ncdv.org.uk

All safeguarding concerns are treated with the utmost seriousness and follow our Safeguarding Policy and legal requirements.

5. Confidentiality and Respect

All complaints are handled in confidence and with respect for all parties involved. We will not tolerate any form of abusive or threatening behaviour in the complaint process.

6. Learning and Improvement

We treat all complaints as an opportunity to learn and improve. Where appropriate, we will update our practices, provide staff training, or revise policies to prevent similar issues in future.

Thank you for helping us maintain a caring, accountable, and Christ-centred environment for every child and family.