ROSIM Complaints Policy

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

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.

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.

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.


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.

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.

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

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.

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).

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.