ROSIM Complaints Policy
The Register of OneSpirit Interfaith Ministers (ROSIM) is a professional register of OneSpirit graduate ministers, accredited through the OneSpirit Interfaith Foundation as the organisation from which they graduated. Not all graduates who have been through our ministry training programme are members of ROSIM - this complaints policy is only for clients of ministers who are members of this register.
This procedure is intended to provide assurance that members of the Register of OneSpirit Interfaith Ministers (ROSIM) uphold the highest standards in service to their clients and general public.
ROSIM members are required to inform any person who indicates they have a complaint or grievance relating to their work or service about the existence of this procedure, and that further information concerning these procedures may be obtained from OneSpirit Interfaith Foundation.
We will always encourage the mutual adoption of informal means of conflict resolution at the outset of any process; only if these are unacceptable or unworkable will these formal procedures be implemented.
Please note: where ROSIM members are also members of the Association for One Spirit Interfaith Ministers of Ireland, the Association’s complaints procedure will take precedence.
1. Introduction
1.1. Who can lodge a complaint under this procedure?
A complaint can be brought by anyone who has used or received the services provided by a member of the Register of OneSpirit Interfaith Ministers (ROSIM), provided they have already attempted to resolve their complaint with the minister in question. In many cases, a complaint is best resolved by the person responsible for the issue being complained about, therefore they should be afforded the opportunity to resolve it.
1.2. Timescales
a) A complaint must be lodged within three months of the alleged breach.
b) Complaints should be acknowledged by the person handling the complaint within 10 working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
c) Ideally complainants should be informed of the outcome of their complaint within 30 working days. If this is not possible because for example, enquiries have not been fully completed, a progress report will be sent with an indication of when a full reply will be given.
1.3. Expenses
OneSpirit Interfaith Foundation is not responsible for any expenses incurred either by the complainant or the person complained against in connection with any stage of this process.
2. Making a complaint
2.1. Criteria for making a complaint
The complaint must satisfy all of the following conditions:
a) It is brought by a person (or their representative) who has used a service provided by a member of the Register of OneSpirit Interfaith Ministers (ROSIM).
b) The complaint is directly related to some aspect of the service provided by said minister.
c) The person making the complaint is willing to divulge their identity (anonymous complaints will not be considered).
d) The minister complained against is named.
e) The minister complained against has been given an opportunity to resolve the complaint.
f) The complaint must be submitted in writing, with full details of the service that was provided and the substance of the complaint, along with an explanation of why the minister’s efforts to resolve the complaint in the first instance are considered insufficient.
g) The complainant must specify the outcome they are seeking as resolution of their complaint.
h) By submitting a complaint, the person making said complaint consents to their data being processed by OneSpirit. (This consent is restricted to processing information solely for the purposes of addressing the complaint).
i) By submitting a complaint, the person making said complaint consents to the complaint being shared fully with the minister they are complaining about. (Under exceptional circumstances this requirement may be waived if there are grounds to do so, such as safeguarding concerns or legal considerations).
A complaint not satisfying the above conditions will be rejected.
2.2. On receipt of the Complaint
a. Complaints should be acknowledged by the person handling the complaint within 10 working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
b. On receipt of a complaint, the Executive Director will be informed and will either investigate further or designate an appropriate person to carry this out on their behalf.
c. If further information or clarification is requested this must be provided within 10 working days.
2.3. Notification of the minister named in the complaint
a) The minister named in the complaint will be notified within 5 working days that a complaint has been received, given a copy of the complaint and details of this procedure.
b) The minister will be asked to respond to the complaint in writing within 5 working days if possible, and to take care to address each point raised by the complainant. (Should the minister require more time to respond, they can request an extension and should specify how long they will need).
c) If they have additional information or evidence, they will be asked to provide it at this stage.
Ministers are advised that they should inform their insurers immediately if they are made the subject of a complaint.
3. Next steps
3.1. Investigation of the complaint
a. The person investigating the complaint will contact both the person bringing the complaint, and the minister who is the subject of the complaint to explain the process in detail and answer any questions arising.
b. Both parties will be invited to elaborate on what has occurred, what steps have already been taken to find an acceptable resolution, and why these have failed.
c. This process might be conducted via email or post, depending on the communication preferences of each party, but will usually also include the opportunity for both parties to have at least one telephone or video link interview with the person carrying out the investigation.
d. At all stages, both parties will be advised of the requirement to respond to questions in a timely manner, in order that the investigation is concluded within the timeframe outlined in 1.2 above.
e. If there is a compelling reason where either party is unable to respond within the timescale stipulated by the investigating officer, they may request an extension.
f. The decision to grant an extension in terms of timescales is solely at the discretion of the investigating officer.
g. Where either party does not respond within the timescale outlined by the investigating officer without requesting an extension or providing good reason, the investigating officer may proceed without further delay and either conclude the report without the requested information or terminate proceedings entirely.
3.2. Preparation of a complaint report
a. Having gathered information and details from both the complainant and the minister who is the subject of the complaint, the person investigating the complaint will prepare a report summing up all the information submitted.
b. This report will be shared with both parties, who will have the opportunity to comment on the report. (NB: the report will not necessarily be amended in light of such comments, unless the person investigating agrees that an error has been made).
c. At this stage the investigating officer may make some recommendations based on their interpretation of the facts presented, to be included as an addendum to the report.
d. The report will then be forwarded, including any comments (see [b] above) to the adjudicating panel, along with the investigating person’s recommendations (if any).
3.3. The adjudicating panel
a. The adjudicating panel will comprise 3 members, which can be drawn from the following groups:
· a senior member of the staff team who has not previously been involved in the investigation
· a trustee
· a nominator for one of the legal wedding registers
· a member of OneSpirit’s accredited supervisors list
b. In exceptional circumstances, if it proves difficult to convene a panel as constituted above, OneSpirit’s trustees may nominate one or more of their members, or suitably experienced ministers (these latter must be members of ROSIM), to the panel in order to expedite the process.
c. The panel will select the chair for the duration of this process.
d. The adjudicating panel will set a date for a video link call to consider the complaint, to take place as soon as possible after they have received the report from the investigating officer, factoring in the time they need to review the report and any ancillary evidence prior to the meeting.
e. If the panel have any additional questions for the complainant or minister, these must be sent at this stage allowing a minimum of 5 working days for a response in advance of the panel meeting.
f. The adjudicating panel may invite the investigating officer to attend this meeting, to clarify any aspects of the case or answer additional questions.
g. Neither the person bringing the complaint nor the minister who is the subject of the complaint will be asked to attend this meeting.
4. Adjudicating panel: deliberations and decision
4.1. Purpose
a. The primary purpose of the panel meeting is to seek a resolution that meets the needs of both parties.
b. Regardless of whether the complaint is upheld, the panel will consider whether there are steps which could be taken to resolve the issues being brought to their attention by the complainant.
c. The panel is further expected to capture any learning that may arise from the complaint and forward that for inclusion on the agenda at the next trustees’ meeting.
4.2. Reaching a decision
a. The panel will examine the complaint and decide whether the complaint is upheld or not.
b. If the complaint is upheld, the panel will decide whether or not, in addition to resolving the complaint there are additional steps required of the minister concerned.
c. If the panel cannot agree unanimously on either [a] or [b], the chair shall hold the casting vote.
d. The decision of the panel is final.
4.3. Sanctions available to the panel
a. The panel has discretion to require a minister to undertake additional steps to demonstrate their commitment to upholding ROSIM standards.
b. These may include any of the following:
i. extra supervision/spiritual counselling with a named minister or external counsellor
ii. directed learning as part of their CPD for the following year
iii. agreeing to shadowing arrangements, or
iv. being required to adopt certain policies and/or procedures.
c. In exceptional circumstances, where the panel feels there is reputational risk to OneSpirit or a safeguarding risk to the public, or in cases of serious misconduct, the panel are empowered to remove a minister from ROSIM, either temporarily or permanently.
d. The panel do not have the power to direct a minister to refund or otherwise reimburse a dissatisfied client.
4.4. Notification of Findings
a. Both parties will be notified of the decision of the panel in writing within 5 working days of the hearing.
b. The decision will state the grounds on which the complaint is either upheld or dismissed.
c. If the panel feel there is the means to resolve the complaint, the decision will state how this may be achieved and whose responsibility it is to carry out these steps.
d. Where the minister is to be required to undertake additional steps, these will be outlined in the decision.