Safety

Complaint Procedure

River School of Ministry

If you would like to submit a complaint, we have a clear procedure overseen by a complaints
committee consisting of the school director and a designated confidential advisor
(David Gasser and Pauline Brandsen). We encourage you to first address the issue
directly with the person involved and attempt to resolve the conflict together.
We believe in fostering a transparent and mature culture where conflicts are
addressed respectfully and directly. However, if this does not lead to a resolution,
you can proceed with submitting an official complaint.

1. Filing a Complaint

  • Submit your complaint:
    • Email: complaints@riverchurch.nl to: David Gasser
    • In writing: Address your complaint to the school office at Diamantlaan 3, Hoofddorp to: David Gasser.
  • Include the following details:
    • Your full name and contact details.
    • A clear description of the issue or incident.
    • Relevant dates, names, and supporting documents (if applicable).
  • Deadline for submission: Complaints must be submitted within 4 weeks of the incident.

2. Acknowledgment

  • Timeline: You will receive confirmation of your complaint within 5 working days.
  • Next Steps: The acknowledgment will outline the investigation timeline and process.

3. Investigation Process

  • Objective review: Complaints are reviewed by the designated complaints officer, the
    confidential advisor (Pauline Brandsen) and if needed supported by a neutral staff member.
  • Thorough examination: All involved parties will have an opportunity to present their perspectives.
    Relevant evidence will be reviewed to ensure a fair resolution.
  • Independent oversight: For complex or sensitive issues, an independent third party may be involved.

4. Resolution

  • Timeline: Complaints will be resolved within 4 weeks of acknowledgment.
  • Delays: If additional time is required, you will be notified with an explanation and updated timeline.
  • Outcome: The resolution will be communicated in writing, including:
    • A summary of findings.
    • Actions taken or recommendations for improvement.

5. Appeals

  • Submit an appeal: Appeals must be made within 14 days of receiving the resolution.
  • Independent review: Appeals will be reviewed by an independent third party to ensure fairness.
  • Contact details for appeals: [Insert Independent Party Name and Contact Info]

6. Confidentiality

All complaints are handled with strict confidentiality. Information is shared only with parties directly involved in the process.

7. Record Keeping

All complaints and resolutions are documented and securely stored for a minimum of 5 years for quality assurance and prevention of recurring issues.

Zero-tolerance for Retaliation

The River School of Ministry maintains a zero-tolerance policy for retaliation against anyone who submits a complaint.

Contact Information

  • Email: complaints@riverchurch.nl
  • Phone: +31 (0)20 334 2010