Conflict Resolution Policy

As a registered charity, [Charity name] is committed to fostering a respectful, inclusive, and collaborative environment in which disagreements are managed constructively and fairly.
This Conflict Resolution Policy sets out the principles and procedures for addressing and resolving conflicts that may arise within the Charity in a timely, proportionate, and respectful manner.

The Trustees recognise that effective conflict resolution supports good governance, protects relationships, and helps maintain public trust and organisational effectiveness.

Purpose of the Policy

1.1 The purpose of this Policy is to:

Provide a clear framework for managing and resolving conflicts.
Promote early and informal resolution where appropriate.
Ensure fairness, consistency, and transparency.
Prevent escalation and protect the Charity’s reputation.

1.2 This Policy supports a positive culture of communication and accountability.

Scope of the Policy

2.1 This Policy applies to:

Trustees.
Employees.
Volunteers.
Members (where applicable).

2.2 It covers conflicts arising from:

Interpersonal disputes.
Role-related disagreements.
Behaviour or conduct concerns.
Organisational decisions or processes.

Definition of Conflict

3.1 For the purposes of this Policy, a conflict is defined as:

A disagreement, dispute, or tension between individuals or groups that affects working relationships, performance, or the Charity’s activities.

3.2 This Policy does not replace:

Formal grievance or disciplinary procedures.
Complaints processes for external stakeholders.

Principles of Conflict Resolution

4.1 Conflict resolution within the Charity will be guided by the following principles:

Respect and fairness.
Confidentiality where appropriate.
Impartiality and objectivity.
Proportionality and timeliness.
Focus on resolution rather than blame.

4.2 All parties are expected to engage constructively and in good faith.

Informal Resolution

5.1 Where appropriate, conflicts should be addressed informally at an early stage.

5.2 Informal resolution may include:

Open discussion between the parties.
Facilitation by a manager, supervisor, or trustee.
Clarification of roles, expectations, or misunderstandings.

5.3 Informal approaches aim to resolve issues quickly and amicably.

Formal Resolution Process

6.1 Where informal resolution is not appropriate or unsuccessful, a formal process may be initiated.

6.2 The formal process may include:

Submission of a written statement outlining the conflict.
Review by an appropriate manager, panel, or trustee.
Meetings with the parties involved.

6.3 All parties will be given the opportunity to present their views.

Mediation

7.1 Mediation may be used where appropriate to facilitate resolution.

7.2 Mediation will:

Be conducted by a neutral and impartial mediator.
Be voluntary and confidential.

7.3 Mediation outcomes will be documented where appropriate.

Conflicts Involving Trustees

8.1 Conflicts involving Trustees will be managed in accordance with:

This Policy.
The Charity’s Code of Conduct and governance arrangements.

8.2 The Chair or a nominated trustee may lead the resolution process.

Safeguarding, Harassment, and Serious Allegations

9.1 Conflicts involving:

Safeguarding concerns.
Allegations of harassment, discrimination, or abuse.

9.2 Must be:

Escalated immediately.
Managed under relevant safeguarding, disciplinary, or legal procedures.

9.3
This Policy does not override statutory obligations.

Confidentiality and Data Protection

10.1 Information relating to conflicts will:

Be handled sensitively.
Shared only on a need-to-know basis.

10.2 Data will be processed in accordance with data protection legislation.

Outcomes and Actions

11.1 Possible outcomes may include:

Agreement on actions or behaviour changes.
Clarification of roles or responsibilities.
Training or support measures.

11.2 Outcomes will be:

Proportionate.
Clearly communicated.
Monitored where appropriate.

Records and Documentation

12.1 Records of formal conflict resolution processes will be:

Accurate and factual.
Stored securely.
Retained in accordance with the Charity’s Records Retention Policy.

Support and Wellbeing

13.1 The Charity recognises that conflict can be stressful.

13.2 Appropriate support may be offered, including:

Access to supervision.
Signposting to support resources.

Governance and Responsibility

14.1 The Board of Trustees has overall responsibility for conflict resolution governance.

14.2 Day-to-day management may be delegated, but accountability remains with the Trustees.

Monitoring and Review

15.1 This Policy will be reviewed:

At least annually, or
Following significant organisational or legal changes.

15.2 Any amendments must be approved by the Board of Trustees.

Conclusion

By adhering to this Conflict Resolution Policy, [Charity name] ensures that conflicts are addressed fairly, respectfully, and constructively, supporting positive relationships, effective governance, and the Charity’s ability to fulfil its charitable purposes.

Signed: ………………………………………
Chair of the Board of Trustees

Date: ………………………………………

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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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