Charities fail to hear user complaints, warns regulator

Finance | Ian Allsop | 1 Jun 2006

Just over two-thirds of charities don't have complaints procedures in place, according to new Charity Commission research. Furthermore, a 'worrying' 80 per cent of charities without procedures said they didn't need one. The Commission said that this gap leaves many charities with no formal way to discover whether users are unhappy with their services.

Nearly two-thirds of charities that have introduced these procedures felt they were beneficial and the Commission's director of policy and effectiveness Rosie Chapman said charities without complaints procedures are missing a trick. "This isn't just about putting things right for people who aren't happy with a charity's service. It's also about accountability and transparency, and welcoming constructive feedback about people's experiences."

Clare Tickell, chief executive of NCH, said: "The children, young people and families we work with are often very vulnerable and need encouragement to voice their thoughts, something that is central to our approach. We regard each complaint positively and as an opportunity to learn more about the views and experiences of those affected by what we do. A rigorous, open and independent complaints procedure allows us to provide the best possible service and ensures we are more accountable to both service users and funders."

Cause for complaint? How charities manage complaints about their services is available at http://www.charitycommission.gov.uk/

Directory: Charity Commission | NCH
Who's Who: Clare Tickell

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