For charities, maintaining public trust is paramount. Charities rely heavily on the goodwill of donors, volunteers and the communities they serve. However, like any other sector, charities are not immune to complaints.

Addressing these complaints effectively and timely is imperative for sustaining trust and safeguarding organisational integrity. This article explores the importance of a robust complaints management process, highlights common complaints in the sector and shares examples of best practices.

Seven best practices for handling charity complaints

By embracing a proactive approach to managing complaints, charities can continue to thrive and make a meaningful impact on society. Below, we explore some fundamental elements to a robust complaints management process:

• Establish clear guidance: organisations should have well-defined processes for handling complaints, which are clearly documented and shared with staff and the public. This includes details on how complaints can be lodged, who will handle them and the timeframe for resolution. In addition, guidance should highlight key values of transparency, accountability and trust.
• Provide training: everyone involved in the organisation should be sufficiently trained so that all staff and volunteers are aware of the complaints process and their role in it. Regular training can help ensure that complaints are handled professionally and empathetically. Make information about how to lodge a complaint accessible both internally and externally.
• Investigate and record complaints: keep detailed records of each complaint, the investigation process and the resolution. This data can be invaluable for improving the organisation's operations and preventing future complaints.
• Maintain transparency: keep complainants informed about the progress of their complaint and the steps being taken to address it. Transparency in the process can help reassure the complainant that their concerns are being taken seriously.
• Engage an independent reviewer: for serious or complex complaints, consider involving an independent reviewer on a review panel to ensure impartiality and fairness in the resolution process.
• Take timely action: following an investigation into a complaint, the organisation should ensure timely action is taken, and any lessons learnt are disseminated appropriately.
• Report and analyse complaints: complaints should be analysed periodically to help identify key themes or patterns. The analysis should consider whether there are any specific departments/services with higher numbers of complaints, and there should be oversight of this at a specific forum/committee.

The importance of a robust complaints management system

An effective complaints management system is vital for several reasons:

• Accountability: it ensures that charities are held accountable for their actions and decisions.
• Trust: addressing complaints promptly and transparently helps maintain and build trust with donors, staff, beneficiaries and the public.
• Improvement: complaints can provide valuable feedback, highlighting areas where the organisation can improve its operations and service.

Common complaints in the charity sector

We analysed complaint data from four charitable organisations and found several recurring themes. Many complaints related to the delivery of services, particularly concerns about safety, the quality of care, or the competency and availability of staff. Data protection and confidentiality breaches were another common issue, especially within organisations offering mental health services.

Others raised concerns about limited access to services or poor communication between the organisation and the individuals or families they supported. Additionally, we noted reports of abuse involving either staff or supported individuals.

Between April 2024 and January 2025, the four organisations recorded the following number of complaints:

While the number and type of complaints will vary dependent on the size and nature of the work, we found as part of our benchmarking exercise that the source of the complaint was usually from a supported person or a family member, indicating the importance of direct feedback from those directly impacted by the services.

Turning complaints into improvement for charities

Charities should view complaints not as threats, but as opportunities for growth and improvement.

Handling complaints effectively is not just about resolving individual issues; it's about fostering a culture of accountability, transparency and continuous improvement. By implementing a robust complaints management system, charities can enhance their credibility, build stronger relationships with their stakeholders, and ultimately, better serve their communities.

For more information on strengthening your organisation’s complaints management process, or to discuss how we can help you build greater trust and accountability, please contact Liz Wright or your usual RSM contact.