Charity Complaints Policy: Template and Step-by-Step Guide

Having a formal complaints procedure is widely considered good governance practice for charities, and the Charity Commission expects charities dealing with the public to have one. It does not prescribe a specific format, but it does look for a clear, accessible process that beneficiaries, donors, volunteers, and members of the public can use to raise concerns.

A good complaints policy is not about expecting the worst — it is about demonstrating that your charity takes feedback seriously and has a process for responding fairly.

What the Charity Commission expects

The Charity Commission's guidance on complaints expects charities to:

• Have a written complaints procedure
• Make it accessible to anyone who wants to use it
• Handle complaints promptly, fairly, and confidentially
• Keep records of complaints and how they were resolved
• Use complaints to improve the charity's work

The Commission does not investigate individual complaints against charities directly — it expects the charity to resolve them. However, if a complainant believes the charity has not handled their complaint properly, they can raise it with the Commission as a governance concern.

A step-by-step complaints process

Stage 1: Informal resolution

Most complaints can be resolved informally. The complainant raises a concern with the relevant person (activity leader, volunteer coordinator, or trustee), and it is addressed directly.

Timeframe: Acknowledge within 5 working days. Aim to resolve within 15 working days.

Stage 2: Formal complaint

If the complainant is not satisfied with the informal response, they submit a written complaint to the chair of trustees (or another named person). The complaint is investigated, and a written response is provided.

Timeframe: Acknowledge within 5 working days. Investigate and respond within 20 working days. If the investigation takes longer, update the complainant with a revised timeframe.

Stage 3: Appeal or review

If the complainant is still not satisfied, they can request a review by the full board of trustees (excluding any trustee involved in the original complaint). The board reviews how the complaint was handled and whether the outcome was fair.

Timeframe: The board review should be completed at the next scheduled trustee meeting, or within 30 working days, whichever is sooner.

After the process is exhausted

If the complainant remains dissatisfied after all internal stages, the policy should signpost them to:

• The Charity Commission (for governance concerns)
• The relevant ombudsman (if applicable to your charity's sector)
• Any other relevant external body

Template

Complaints Policy — [Charity Name]

Approved by trustees: [Date] Review date: [Date — within 12 months]

1. Purpose [Charity Name] is committed to providing a high standard of service. If you are unhappy with any aspect of our work, we want to hear about it so we can put things right and improve.

2. Who can complain Anyone who uses our services, volunteers with us, supports us, or is affected by our work.

3. How to complain

• Informally: Speak to [role, e.g., the activity leader or a trustee]
• Formally: Write to the chair of trustees at [email/postal address]

4. What happens next

• Stage 1 (informal): We will acknowledge your concern within 5 working days and aim to resolve it within 15 working days.
• Stage 2 (formal): If you are not satisfied, submit a written complaint. We will acknowledge it within 5 working days and respond in writing within 20 working days.
• Stage 3 (review): If you are still not satisfied, you may request a review by the board of trustees.

5. Confidentiality Complaints are handled confidentially. Only those involved in investigating and resolving the complaint will have access to the details.

6. If you remain dissatisfied If you are not satisfied after completing our complaints process, you may contact the Charity Commission at gov.uk/complain-about-charity.

7. Record keeping We record all formal complaints, including the outcome and any actions taken. Complaints records are reviewed annually by the board to identify patterns and areas for improvement.

Common mistakes

No written policy. Even if your charity has never received a complaint, having a policy in place demonstrates good governance and prepares you for when one arrives.

Making it hard to find. Publish your complaints procedure on your website and mention it in your annual report. If beneficiaries do not know the process exists, they cannot use it.

Taking complaints personally. Small charities are run by dedicated volunteers. A complaint can feel like an attack. Treat it as feedback — investigate fairly and respond professionally, regardless of your initial reaction.

Not recording complaints. Keep a simple log: date received, nature of complaint, how it was handled, outcome, and any changes made as a result. Review this log at a board meeting once a year.

For a broader view of your compliance obligations, see our charity compliance checklist. Check which policies your charity needs with our free Compliance Checklist Generator.

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This guide applies to charities registered in England and Wales. This is general guidance, not legal advice.

Sources

• Complain about a charity — GOV.UK
• Charity Governance Code 2025