The purpose of this Complaints & Reporting Procedure is to provide a clear, fair, transparent, and consistent process for raising concerns, reporting misconduct, and making complaints within OpenCenter Fellowship.
We recognise that concerns, when addressed appropriately, contribute to healthier relationships, stronger governance, improved safeguarding, and greater trust throughout the fellowship.
Contents
Part I — Foundations
Part II — Raising and Reporting Concerns
- What Can Be Reported
- Who May Raise a Concern
- How to Raise a Concern
- Information to Include
- Where to Report a Concern
- Anonymous Reports
- Protection from Retaliation
- Confidentiality
Part III — Assessment and Investigation
Part IV — Leadership, Outcomes and Accountability
- Complaints Involving Leaders
- Complaints Involving the Lead Pastor
- Role of the Supervisory Board
- Criminal Matters
- Possible Outcomes
- Appeals
- Record Keeping
- Learning and Continuous Improvement
Part V — Governance Framework
Introduction
Purpose
This procedure seeks to ensure that everyone who raises a genuine concern is treated respectfully, that concerns are considered fairly and impartially, and that appropriate action is taken where necessary.
OpenCenter Fellowship is committed to handling concerns in a manner that reflects integrity, accountability, compassion, transparency, and respect for every individual.
1. Scope
This procedure applies to concerns relating to activities organised or authorised by OpenCenter Fellowship.
It applies to concerns involving:
- the Lead Pastor;
- members of the Leadership Team;
- House Fellowship Leaders;
- volunteers;
- members;
- individuals serving in pastoral or leadership roles;
- visitors participating in fellowship activities;
- any person acting on behalf of OpenCenter Fellowship.
This procedure applies to concerns arising during:
- worship services;
- House Fellowships;
- pastoral care;
- meetings;
- community support activities;
- online fellowship activities;
- digital communication;
- social events;
- any other fellowship activity.
2. Relationship with Other Governing Documents
This procedure should be read alongside:
Public Governance Documents
- Our Beliefs
- Leadership & Governance
- Governance
- Code of Conduct
- Safeguarding Policy
- Complaints & Reporting Procedure
- Statutes of OpenCenter Fellowship
Internal Governance Documents
- Constitution of OpenCenter Fellowship
- Financial Management & Internal Controls Policy
Those documents establish the behavioural, safeguarding, and governance standards that this procedure helps to uphold.
3. Guiding Principles
OpenCenter Fellowship seeks to handle every concern in accordance with the following principles.
Respect
Everyone involved should be treated with dignity, courtesy, compassion, and fairness.
Impartiality
Concerns will be considered objectively and without favouritism.
Personal relationships, leadership position, reputation, or length of service should never influence how concerns are handled.
Confidentiality
Information will be shared only where necessary to investigate concerns, protect individuals, fulfil governance responsibilities, or comply with legal obligations.
Accountability
Leaders remain accountable for their conduct and decisions.
No individual is exempt from this procedure because of position or authority.
Timeliness
Concerns should be acknowledged and considered without unnecessary delay.
Protection
The wellbeing and safety of individuals remain the highest priority throughout the complaints process.
Learning
Where appropriate, lessons learned from complaints will be used to improve governance, safeguarding, leadership, and organisational practice.
4. What Can Be Reported
This procedure may be used to report concerns relating to:
- breaches of the Code of Conduct;
- safeguarding concerns;
- bullying;
- harassment;
- discrimination;
- abuse of authority;
- spiritual abuse;
- financial misconduct;
- unethical leadership;
- conflicts of interest;
- misuse of fellowship resources;
- inappropriate behaviour;
- governance concerns;
- repeated disruptive behaviour;
- conduct that places individuals or the fellowship at risk.
Where concerns involve suspected criminal conduct, the appropriate civil authorities will be informed in accordance with the Safeguarding Policy and applicable law.
5. Who May Raise a Concern
A concern or complaint may be raised by:
- members;
- volunteers;
- leaders;
- visitors;
- individuals receiving pastoral care;
- parents or guardians acting on behalf of children;
- any person directly affected by the matter;
- anyone acting in good faith who has reasonable grounds to believe that misconduct or unacceptable behaviour may have occurred.
Individuals are encouraged to raise concerns as soon as reasonably practicable so that appropriate action can be taken.
6. How to Raise a Concern
OpenCenter Fellowship encourages concerns to be raised as early as reasonably practicable.
Many concerns can be resolved quickly through respectful discussion. However, where a matter involves misconduct, safeguarding, abuse, unethical behaviour, or circumstances that place individuals at risk, concerns should be reported formally without unnecessary delay.
Concerns should be reported honestly, respectfully, and with as much factual information as is reasonably available.
Individuals are not expected to prove that misconduct has occurred before reporting a concern.
7. Information to Include
Where possible, a report should include:
- the nature of the concern;
- the names of those involved, where known;
- the date, time, and location of relevant events, where known;
- a clear description of what was observed, experienced, or disclosed;
- the names of any witnesses, where applicable;
- any supporting information or documentation available.
Reports should focus on factual information wherever possible and clearly distinguish between observed facts and personal opinions.
8. Where to Report a Concern
Concerns should normally be reported to an appropriate leader.
However, where a concern involves:
- the Lead Pastor;
- a member of the Leadership Team;
- a House Fellowship Leader;
- or where the individual does not feel comfortable reporting through normal leadership channels,
the concern may be reported directly to the Supervisory Board.
No person should ever be required to report a concern to the individual about whom the concern has been raised.
Where safeguarding concerns involve immediate risk, the procedures described in the Safeguarding Policy should be followed without delay.
9. Anonymous Reports
OpenCenter Fellowship recognises that some individuals may feel unable to identify themselves when raising a concern.
Anonymous reports will be considered where sufficient information is available to enable meaningful assessment.
However, anonymity may limit the fellowship’s ability to investigate concerns thoroughly or provide feedback regarding the outcome.
Individuals are encouraged, where possible, to identify themselves so that additional information can be obtained if required and appropriate support can be offered.
The anonymous nature of a report shall not, by itself, be a reason for dismissing a concern.
10. Protection from Retaliation
No person should suffer disadvantage because they have raised a genuine concern in good faith.
OpenCenter Fellowship will not tolerate retaliation against anyone who:
- raises a genuine concern;
- makes a complaint honestly;
- seeks safeguarding advice;
- supports another person in making a report;
- participates in an investigation;
- provides truthful information during a review.
Retaliation includes:
- intimidation;
- threats;
- bullying;
- harassment;
- discrimination;
- exclusion;
- attempts to discourage reporting;
- any adverse treatment because a concern has been raised.
Any act of retaliation may itself constitute misconduct and may result in further action under the fellowship’s governing documents.
This protection does not apply to individuals who knowingly make false, malicious, or intentionally misleading allegations.
11. Confidentiality
OpenCenter Fellowship will seek to handle complaints with appropriate sensitivity and confidentiality.
Information will be shared only with those who have a legitimate need to know in order to:
- assess concerns;
- protect individuals;
- investigate allegations;
- fulfil governance responsibilities;
- comply with legal obligations;
- cooperate with statutory authorities.
Absolute confidentiality cannot always be guaranteed.
Where safeguarding concerns, criminal conduct, or legal obligations arise, information may need to be shared with appropriate authorities or individuals responsible for safeguarding and governance.
Individuals involved in the complaints process are expected to respect the confidentiality of information entrusted to them.
12. Initial Assessment
Every concern received by OpenCenter Fellowship will be considered promptly and fairly.
Where appropriate, OpenCenter Fellowship will acknowledge receipt of a complaint or concern and keep the person raising it informed of significant developments, unless doing so would compromise confidentiality, safeguarding responsibilities, legal obligations, or the integrity of the process.
The initial assessment seeks to determine:
- whether immediate safeguarding action is required;
- whether anyone may be at immediate risk;
- whether the matter may involve criminal conduct;
- whether referral to external authorities is necessary;
- whether sufficient information is available to proceed;
- the most appropriate way to respond.
Not every concern requires a formal investigation.
Some matters may be appropriately resolved through discussion, clarification, pastoral support, mediation, or other informal measures where safeguarding and good governance permit.
However, concerns involving safeguarding, abuse, unlawful conduct, serious misconduct, or significant breaches of the fellowship’s governing documents will normally require formal consideration.
Where appropriate, precautionary measures may be implemented during the assessment process to protect individuals while enquiries are undertaken.
The implementation of precautionary measures should not be interpreted as a finding that misconduct has occurred.
13. Investigation Process
Where a formal investigation is considered necessary, OpenCenter Fellowship will seek to ensure that the process is conducted fairly, proportionately, impartially, and without unnecessary delay.
The purpose of an investigation is to establish the relevant facts, assess whether the fellowship’s governing documents have been breached, and determine what action, if any, is appropriate.
Investigations will be carried out with due regard for safeguarding responsibilities, confidentiality, applicable law, and the principles of natural justice.
The individual responsible for conducting an investigation should, wherever reasonably practicable:
- have no personal conflict of interest in the matter;
- approach the investigation objectively and impartially;
- treat everyone involved with dignity and respect;
- maintain appropriate confidentiality;
- keep accurate records of the investigation process.
OpenCenter Fellowship recognises that investigations may vary according to the seriousness and complexity of the concern. Accordingly, investigations will be proportionate to the circumstances.
14. During an Investigation
Where appropriate, an investigation may include:
- reviewing the information provided;
- speaking with the individual raising the concern;
- providing the individual whose conduct is being questioned with an opportunity to respond;
- speaking with relevant witnesses;
- reviewing relevant documents, communications, or other evidence;
- obtaining advice where specialist expertise is required.
Individuals participating in an investigation are expected to cooperate honestly and respectfully.
Failure to cooperate without reasonable justification may itself be taken into account when determining an appropriate response.
15. Fair Treatment
OpenCenter Fellowship seeks to ensure that both the person raising the concern and the person who is the subject of the concern are treated fairly throughout the process.
Raising a concern does not automatically establish that misconduct has occurred.
Similarly, the status, reputation, or leadership position of an individual should never prevent concerns from being considered objectively.
OpenCenter Fellowship seeks to balance compassion with accountability, recognising that fairness benefits everyone involved.
Every person involved should be treated with dignity and respect throughout the process, regardless of the eventual outcome of the complaint.
16. Complaints Involving Leaders
Concerns involving House Fellowship Leaders, members of the Leadership Team, or other individuals serving in positions of leadership require particular care because of the influence and responsibility associated with leadership.
Such concerns should normally be managed independently of the individual concerned.
Where appropriate, leaders may be temporarily relieved of some or all of their responsibilities while an investigation is taking place.
Any precautionary measures implemented during an investigation are intended solely to protect individuals, preserve confidence in the investigation, and reduce potential risk. They should not be interpreted as evidence that misconduct has occurred.
Leaders are expected to cooperate fully with any investigation and to respect the independence of the process.
17. Complaints Involving the Lead Pastor
Where a complaint concerns the Lead Pastor, responsibility for oversight of the process will normally rest with the Supervisory Board.
The Lead Pastor should not participate in decisions relating to the handling, investigation, or outcome of concerns concerning their own conduct.
Where specialist safeguarding, legal, or professional advice is required, the Supervisory Board may seek independent guidance to assist its consideration.
Maintaining independence in matters involving senior leadership helps protect both the integrity of the investigation and the confidence of the fellowship.
18. Role of the Supervisory Board
The Supervisory Board provides independent oversight of significant complaints involving governance, safeguarding, ethical leadership, or senior leadership.
Its responsibilities may include:
- reviewing the handling of significant complaints;
- ensuring that investigations are conducted fairly and independently;
- overseeing complaints involving the Lead Pastor or members of the Leadership Team;
- recommending corrective action where appropriate;
- monitoring compliance with the fellowship’s governing documents;
- identifying opportunities to strengthen governance and safeguarding.
The Supervisory Board does not replace the role of the police, courts, safeguarding agencies, or other statutory authorities.
Its responsibility is to provide independent governance oversight within OpenCenter Fellowship.
19. Criminal Matters
Some concerns may involve conduct that constitutes, or may constitute, a criminal offence.
Where there is reasonable suspicion that criminal conduct may have occurred, or where reporting is required by applicable law, the appropriate civil authorities will be informed without unnecessary delay.
Examples may include, but are not limited to, allegations involving:
- physical assault;
- sexual abuse;
- child abuse;
- sexual exploitation;
- serious financial fraud;
- coercive or controlling behaviour where recognised by law;
- other conduct that may constitute a criminal offence.
OpenCenter Fellowship will cooperate fully with lawful investigations undertaken by police, safeguarding agencies, regulators, or other statutory authorities.
Internal fellowship procedures exist to provide pastoral care, organisational accountability, and appropriate disciplinary action, but they never replace the responsibilities of the civil authorities.
No leader has authority to prevent, delay, discourage, or conceal the reporting of suspected criminal conduct.
20. Possible Outcomes
Following consideration of a complaint, OpenCenter Fellowship may determine that:
- no further action is required;
- additional information is needed;
- informal resolution is appropriate;
- pastoral support should be offered;
- mediation is appropriate where safeguarding considerations permit;
- additional guidance, mentoring, or training is required;
- organisational practices should be improved;
- disciplinary action is appropriate;
- restrictions should be placed upon a leadership or volunteer role;
- a leader or volunteer should be suspended or removed from their role;
- membership restrictions are appropriate;
- referral to the appropriate civil authorities is required;
- other action consistent with the fellowship’s governing documents is necessary.
The action taken will always seek to be proportionate to the circumstances, consistent with the fellowship’s values, and mindful of the wellbeing of those affected.
21. Appeals
OpenCenter Fellowship recognises that fairness includes the opportunity to request a review where a person believes that a complaint has not been handled appropriately.
A request for review should normally explain:
- the decision being challenged;
- the reasons why the individual believes the decision should be reconsidered;
- any significant new information that was not reasonably available during the original investigation;
- any concerns regarding procedural fairness.
An appeal is not intended to repeat the original investigation unless there is a valid reason to do so.
Where appropriate, an appeal should be considered by individuals who were not directly involved in the original decision.
Where the original complaint involved the Lead Pastor or members of the Leadership Team, the Supervisory Board will normally oversee the appeal process in order to maintain independence and public confidence.
The outcome of an appeal will normally represent the final internal stage of the fellowship’s complaints process.
Nothing in this procedure prevents any individual from seeking advice or assistance from the appropriate civil authorities or regulatory bodies where applicable.
22. Record Keeping
Accurate records help promote fairness, accountability, transparency, and good governance.
Appropriate records should be maintained for complaints that proceed beyond an informal discussion.
Records may include:
- the complaint received;
- actions taken;
- correspondence;
- meeting notes;
- evidence considered;
- decisions reached;
- reasons for those decisions;
- any follow-up actions undertaken.
Records should:
- be factual and objective;
- distinguish clearly between facts, observations, and opinions;
- be stored securely;
- be accessible only to individuals with legitimate governance or safeguarding responsibilities;
- be retained in accordance with applicable legal requirements and the fellowship’s data protection arrangements.
OpenCenter Fellowship recognises that careful record keeping helps ensure consistency, protects everyone involved, and supports organisational learning.
23. Learning and Continuous Improvement
OpenCenter Fellowship is committed to learning from concerns and complaints.
Where appropriate, complaints may identify opportunities to strengthen leadership, governance, safeguarding, communication, pastoral care, organisational practice, or policy.
Without compromising confidentiality, lessons learned may be used to:
- improve policies and procedures;
- strengthen safeguarding arrangements;
- improve leadership development;
- enhance volunteer training;
- strengthen governance;
- reduce the likelihood of similar concerns arising in the future.
We believe that healthy organisations demonstrate humility by learning from experience and continually seeking improvement.
24. Review of this Procedure
This Complaints & Reporting Procedure will be reviewed periodically by the Leadership Team and the Supervisory Board to ensure that it remains effective, reflects recognised principles of good governance, safeguarding, procedural fairness, and accountability, and continues to support the mission and values of OpenCenter Fellowship.
Reviews may take account of:
- developments in legislation;
- changes in recognised governance or safeguarding practice;
- organisational growth;
- practical experience gained through the operation of this procedure;
- recommendations arising from governance reviews or safeguarding matters.
Where improvements are identified, this procedure will be updated accordingly.
25. Related Documents
This page forms part of the governance framework of OpenCenter Fellowship and should be read alongside the following documents:
Public Governance Documents
- Our Beliefs
- Leadership & Governance
- Governance
- Code of Conduct
- Safeguarding Policy
- Complaints & Reporting Procedure
- Statutes of OpenCenter Fellowship
Internal Governance Documents
- Constitution of OpenCenter Fellowship
- Financial Management & Internal Controls Policy
Legal & Website Documents
Together, these documents establish the governance and legal framework of OpenCenter Fellowship and support our commitment to ethical leadership, responsible stewardship, safeguarding, accountability, transparency, and respect for the dignity of every person.
26. Our Commitment
OpenCenter Fellowship is committed to fostering a culture in which concerns can be raised openly, respectfully, and without fear of retaliation.
We believe that responding well to concerns strengthens trust, protects individuals, promotes accountability, and contributes to healthier relationships throughout the fellowship.
This procedure reflects our commitment to fairness, transparency, compassion, integrity, and responsible governance. It seeks to ensure that concerns are handled consistently, respectfully, and in a manner that safeguards both individuals and the wider community.
By encouraging honest communication, independent oversight, and responsible decision-making, we aim to build a fellowship in which every person can participate with confidence, knowing that concerns will be taken seriously and addressed with care.
Document Information
Document: Complaints & Reporting Procedure
Approved by: Leadership team
Version: 1.1
Effective date: 6 July 2026
Last reviewed: 15 July 2026
Next scheduled review: July 2027
© 2026 OpenCenter Fellowship. All rights reserved.
This document forms part of the governance framework of OpenCenter Fellowship and should be read together with the other applicable governance documents of the fellowship.
The official Dutch version of this document is legally authoritative. This English version is provided for the convenience of international readers. In the event of any difference in interpretation, the official Dutch version shall prevail.