Feedback and Evaluation Policy

As a registered charity, [Charity name] is committed to learning, continuous improvement, and accountability in the delivery of its charitable purposes.
This Feedback and Evaluation Policy sets out the framework for collecting, managing, and using feedback and evaluation information to assess performance, measure impact, and improve services.

The Trustees recognise that meaningful feedback and robust evaluation are essential to demonstrating public benefit, enhancing effectiveness, and maintaining public trust.

Purpose of the Policy

1.1 The purpose of this Policy is to:

Encourage open and constructive feedback from stakeholders.
Support effective evaluation of activities, services, and outcomes.
Inform learning, improvement, and strategic decision-making.
Promote transparency and accountability.

1.2 This Policy provides a consistent approach to feedback and evaluation across the Charity.

Scope of the Policy

2.1 This Policy applies to:

Trustees.
Employees.
Volunteers.
Contractors or partners involved in delivering Charity activities.

2.2 It applies to feedback and evaluation relating to:

Services and programmes.
Governance and operations.
Communications and engagement.

Principles of Feedback and Evaluation

3.1 The Charity’s approach to feedback and evaluation is guided by the following principles:

Openness and inclusivity.
Respect and confidentiality.
Fairness and objectivity.
Proportionality and relevance.
Learning and improvement.

3.2 Feedback will be welcomed regardless of whether it is positive or critical.

Sources of Feedback

4.1 The Charity may collect feedback from:

Beneficiaries and service users.
Donors and funders.
Members and volunteers.
Partners and stakeholders.
The wider public.

4.2 Feedback may be gathered through:

Surveys and questionnaires.
Meetings and focus groups.
Informal discussions.
Written or digital communications.

Evaluation of Activities and Impact

5.1 The Charity will evaluate its activities to:

Assess effectiveness and outcomes.
Measure progress against objectives.
Demonstrate public benefit.

5.2 Evaluation methods will be:

Appropriate to the scale and nature of activities.
Proportionate to available resources.

Collection and Management of Feedback

6.1 Feedback will be collected in a manner that is:

Accessible and inclusive.
Respectful of individuals’ views.

6.2 Feedback data will be:

Recorded accurately.
Managed securely.

Use of Feedback and Evaluation Findings

7.1 Feedback and evaluation findings will be used to:

Improve services and activities.
Inform strategic planning and decision-making.
Identify good practice and areas for development.

7.2 Findings may be shared with Trustees and relevant stakeholders where appropriate.

Complaints and Formal Feedback

8.1 Complaints are a form of feedback and will be managed in accordance with the Charity’s Complaints Policy.

8.2 This Policy does not replace formal complaints or grievance procedures.

Confidentiality and Data Protection

9.1 Feedback and evaluation information will be:

Handled sensitively.
Processed in accordance with data protection legislation.

9.2 Personal data will be anonymised where possible.

Equality, Diversity, and Accessibility

10.1 The Charity is committed to ensuring that:

Feedback mechanisms are accessible.
Barriers to participation are minimised.

10.2 Reasonable adjustments will be made where required.

Reporting and Transparency

11.1 The Charity may:

Report evaluation findings internally.
Include appropriate summaries in reports or publications.

11.2 Reporting will be proportionate and mindful of confidentiality.

Governance and Responsibility

12.1 The Board of Trustees has overall responsibility for feedback and evaluation.

12.2 Day-to-day implementation may be delegated, but accountability remains with the Trustees.

Monitoring and Review

13.1 This Policy will be reviewed:

At least annually, or
Following significant changes in activities or legal requirements.

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

Conclusion

By adhering to this Feedback and Evaluation Policy, [Charity name] ensures that stakeholder feedback and evaluation are used constructively to improve effectiveness, demonstrate impact, and strengthen accountability, supporting the Charity’s ongoing learning and delivery of public benefit.

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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