Complaints Handling Factsheet

Introduction

Complaints are a fact of life for most charities, and how you deal with them is crucial. It's about having a clear process for addressing concerns raised by anyone involved with your organisation, from staff and volunteers to service users and donors.

Summary

Effective complaints handling can:

• Improve your services and programs

• Boost your reputation and community standing

• Increase support from existing and potential donors

• Save money by preventing future problems

It's also a chance to learn and improve your practices, showcasing good governance. Poor complaints handling can damage your reputation and finances.

Benefits for Volunteer Organisations & Managers

• The guide, model policy and procedure, provides a step-by-step approach to handling complaints, making it easier for volunteer managers to address issues.

• A fair complaints process fosters trust and shows volunteers their concerns are valued.

• Effective complaints handling builds public confidence in your charity's work, attracting more volunteers and supporters.