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Complaints Handling Policy

Freedom Church Cyprus

 

Introduction

Freedom Church Cyprus is committed to transparency, accountability, and pastoral care. If you have a concern or complaint, we want to hear from you so that we can respond appropriately and continue to grow as a healthy church community.

This Complaints Handling Policy explains how concerns can be raised and how they will be handled in a fair, respectful, and confidential manner.

 

1. Purpose

Freedom Church Cyprus is committed to maintaining a safe, respectful, and transparent church community. This policy outlines how concerns or complaints can be raised and how they will be handled in a fair, timely, and confidential manner.

The church seeks to handle concerns using Biblical principles wherever possible, aiming to resolve misunderstandings, promote reconciliation, and restore relationships.

Feedback and complaints are also used to help the church learn and improve its ministries and operations.

 

2. Scope

This policy applies to complaints relating to:

  • Church services or activities

  • Conduct of church staff, volunteers, trustees, or leadership

  • Church administration or decision-making

  • Safeguarding or pastoral care concerns

  • Any other matter related to the ministry or operations of Freedom Church in Cyprus

Complaints may be made by:

  • Church members

  • Visitors

  • Volunteers

  • Staff

  • Members of the public
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3. What Is a Complaint

A complaint is an expression of dissatisfaction about an action, decision, behaviour, or situation relating to the ministry or operations of Freedom Church in Cyprus.

Complaints may be submitted in writing as outlined below.

 

4. Informal Resolution

Where appropriate, individuals are encouraged to seek to resolve concerns informally through a respectful, in-person conversation with the individual involved before submitting a formal complaint.

Many misunderstandings can be resolved through open and gracious dialogue. However, individuals are not required to pursue informal resolution where doing so would feel unsafe, inappropriate, or where safeguarding concerns exist.

 

5. How to Submit a Complaint

Complaints should be submitted through the following channels:

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Email: limassol@freedomchurch.cc
Please include the word “Important” in the subject line of your email so that the message can be identified and handled promptly.

 

Written letter by recorded delivery:
Freedom Church Cyprus
Tositsa
Limassol 3036
Cyprus

 

When submitting a complaint, please include:

  • Your name and contact details

  • A description of the concern or incident

  • Relevant dates, times, or individuals involved

  • Any steps you may have already taken to resolve the matter at hand
     

Anonymous complaints may be considered, but they will limit Freedom Church’s ability to investigate and therefore fully resolve any grievances.

 

6. How Complaints Are Handled

Complaints will normally be acknowledged within two weeks of being received.

The directors or designated members of the leadership team will review the complaint and determine how to investigate it.

Freedom Church Cyprus will use its best endeavours to provide a response within one month of receiving the complaint. If additional time is required due to the nature of the investigation, the complainant will be informed and provided with an update.

Responses will normally include:

  • Actions taken to investigate the complaint

  • Conclusions drawn from the investigation

  • Any appropriate actions taken as a result
     

All complaints and actions taken will be recorded in a complaints log, which is periodically reviewed by the church’s trustees.

 

7. Complaints Concerning Church Leadership

If a complaint concerns a member of the church’s pastoral staff, trustees, or leadership team, the complaint will be reviewed by the directors or an appropriate oversight group rather than by the individual concerned.

Where a director is the subject of a complaint, that individual will not participate in the investigation or decision-making process.

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7a. External Mediation / Independent Review

In circumstances where a complaint is particularly complex, or involves senior leadership, Freedom Church in Cyprus may engage an independent mediator or external advisor to ensure a fair and impartial review. Costs associated with such mediation will be determined by the trustees.

 

8. Confidentiality

All complaints will be handled sensitively and confidentially. Information will only be shared with those who need access to it in order to investigate and resolve the matter.

However, confidentiality cannot be guaranteed where:

  • Safeguarding concerns arise

  • An illegal activity is disclosed or suspected 

  • There is a risk of harm to individuals
     

In such circumstances, the church may involve appropriate authorities and seek professional advice.

 

9. Data Protection and Privacy

In order to investigate and respond to complaints, Freedom Church Cyprus may collect and process personal data relating to the complainant and other individuals involved.

All personal data will be processed in accordance with the General Data Protection Regulation and applicable data protection laws in Cyprus.

Personal data will:

  • only be used for the purpose of handling and resolving the complaint

  • be shared only with individuals who need access to it for investigation

  • be stored securely and protected against unauthorized access

  • be retained only as long as necessary to resolve the complaint and meet legal obligations
     

Individuals may request access to their own personal data or request corrections where appropriate. Further information can be found in the church’s Privacy Policy on the church’s website: www.freedomchurch.cy

 

10. Safeguarding Concerns

Freedom Church Cyprus operates a Safeguarding Policy relating to children and vulnerable individuals.

Where complaints involve safeguarding matters, those concerns will be handled in accordance with that policy and may be reported to appropriate authorities where required.

 

11. Appeals

If the complainant is not satisfied with the response, they may submit a written appeal to the trustees within three months of receiving the response.

The trustees will review the complaint and respond within one month where possible.

Where possible, a different trustee will lead the review of the appeal.

The decision following the appeal will normally be considered final.

 

12. Vexatious or Malicious Complaints

Freedom Church in Cyprus is committed to treating all complaints seriously and respectfully.

However, complaints that are found to be intentionally false, malicious, or made with the purpose of causing harm may not be pursued further under this policy.

This clause does not apply to complaints made in good faith, even if the complaint is not ultimately upheld.

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12a. Malicious Repeat Complaints

If a complaint has been investigated and concluded, and the same complaint is repeatedly submitted without new evidence or reason, the trustees may deem it vexatious and decline further investigation. This does not affect complaints made in good faith with new information.

 

12b. Public Statements and Social Media

Complainants are encouraged to raise concerns through the formal channels outlined in this policy. Public statements or social media posts regarding complaints should be avoided, as they can be harmful to individuals and the church. This clause does not prevent complainants from exercising their legal rights.

 

13. Policy Responsibility

Overall responsibility for this policy and its implementation rests with the trustees of Freedom Church Cyprus.

 

14. Policy Adoption and Review

This policy was adopted by the trustees of Freedom Church Cyprus.

Last reviewed: [March 2026]

 

Contact:
For questions regarding this policy, please contact: limassol@freedomchurch.cc

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