Complaint Handling charity policy
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Here is a detailed “Complaint Handling Policy” for a registered charity, in line with the compliance requirements of the Charity Commission for England & Wales. You can insert the charity’s name where needed by replacing “[Charity name]”.
This policy ensures clear processes for managing complaints in a professional, transparent, and compliant manner.
Complaint Handling Policy
[Charity Name]
Introduction
[Charity name] is committed to delivering the highest standards of service to all our beneficiaries, donors, volunteers, and stakeholders. As a registered charity, we recognize that sometimes things can go wrong. When they do, we are committed to addressing complaints promptly, fairly, and transparently, in accordance with the guidance and requirements of the Charity Commission for England & Wales.
This policy outlines how complaints are handled, ensuring they are resolved efficiently and with respect. All complaints are treated seriously, and we aim to use feedback to improve our services.
- Purpose
1.1 This policy aims to ensure that:
– [Charity name], as a registered charity, handles all complaints in a fair, transparent, and consistent manner.
– Complaints are resolved promptly and appropriately, maintaining the reputation and integrity of the registered charity.
– We comply with the legal and regulatory obligations set by the Charity Commission for England & Wales.
1.2 This policy applies to anyone who comes into contact with [Charity name] and wishes to raise a complaint regarding our services, activities, or any other aspect of our operations.
- Definitions
2.1 A complaint is defined as an expression of dissatisfaction made to [Charity name] by any person or organization in relation to the activities, services, or conduct of the registered charity, its trustees, staff, volunteers, or third parties acting on its behalf.
2.2 Complaints can be about, but are not limited to:
– The quality or delivery of services.
– Actions or behavior of staff, trustees, or volunteers.
– Decisions made by [Charity name].
– Failure to follow policies and procedures.
– Concerns related to fundraising or financial management.
- Who Can Make a Complaint
3.1 Complaints can be raised by:
– Beneficiaries, donors, or service users of [Charity name].
– Volunteers, staff, or trustees of the registered charity.
– Any individual or organization affected by the activities or services of [Charity name].
– Any third party acting on behalf of another person with their permission.
- How to Make a Complaint
4.1 Complaints can be made in writing, via email, by phone, or in person to the following contact details:
– Email: [insert email address]
– Phone: [insert phone number]
– Postal Address: [insert address]
4.2 All complaints must include:
– Name and contact details of the person making the complaint.
– A clear description of the issue or concern.
– Any relevant evidence or supporting documents.
– Details of any previous communication regarding the complaint, if applicable.
- Complaints Process
5.1 Acknowledgement
5.1.1 Upon receiving a complaint, [Charity name] will:
– Acknowledge receipt of the complaint within 5 working days.
– Provide an initial response and advise on the next steps of the investigation process.
5.2 Investigation
5.2.1 The complaint will be investigated thoroughly and impartially by a senior member of the registered charity or a designated trustee, depending on the nature and severity of the issue.
5.2.2 The investigator will:
– Review all relevant documents and evidence.
– Interview any relevant parties involved.
– Maintain confidentiality throughout the process.
5.3 Response
5.3.1 The registered charity will aim to provide a full response within 20 working days of the complaint being received. If the investigation takes longer, the complainant will be informed and provided with a new deadline.
5.3.2 The response will include:
– A summary of the complaint.
– The outcome of the investigation.
– Any actions or steps taken to resolve the complaint.
– Any future actions [Charity name] intends to implement to prevent similar issues.
- Escalation of Complaints
6.1 If the complainant is not satisfied with the outcome or handling of their complaint, they may escalate the issue to:
– The Chair of the Board of Trustees at [Charity name].
– The Charity Commission for England & Wales if the matter concerns serious misconduct or mismanagement.
6.2 Complaints can be raised with the Charity Commission at [insert relevant contact details] if:
– The registered charity is not acting in line with its charitable purposes.
– There is evidence of significant wrongdoing or mismanagement.
- Confidentiality and Data Protection
7.1 All complaints will be handled in compliance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. Personal information shared as part of the complaint will be used solely for the purpose of investigating and resolving the issue.
7.2 The registered charity is committed to ensuring that all personal data is stored securely and only accessible to those involved in the complaint-handling process.
- Monitoring and Reporting
8.1 [Charity name] will keep a record of all complaints received, including details of the investigation and outcome.
8.2 The registered charity will regularly review complaints to identify trends, address any recurring issues, and ensure continuous improvement of our services.
8.3 The Board of Trustees will receive periodic reports on the nature and outcome of complaints, in line with the governance responsibilities of the registered charity.
- Review of Policy
9.1 This policy will be reviewed annually by the Board of Trustees to ensure it remains up-to-date and in compliance with the Charity Commission for England & Wales requirements.
9.2 Any amendments or updates will be communicated to all staff, volunteers, and relevant stakeholders.
- Conclusion
10.1 [Charity name] is committed to learning from complaints to enhance our services, improve transparency, and ensure the trust and confidence of all who interact with our registered charity.
Signed: ………………………
[Chair of the Board of Trustees]
[Date]
Disclaimer:
Naail & Co provides these policy templates solely as guidelines or standard templates to assist charities in developing their own policies in accordance with Charity Commission England & Wales compliance. These templates are not intended to serve as legal or professional advice, and Naail & Co cannot be held responsible or liable for any outcomes arising from their use. It is essential that each registered charity carefully tailors and customizes these policies to reflect its specific needs, structure, and legal obligations. We strongly recommend that charities seek independent legal or professional advice to ensure compliance with all relevant laws and regulations.
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