Guide to handling complaints and whistleblowing for UK charities. Create a culture where concerns can be raised safely.
Charities should have clear procedures for handling complaints and concerns. This includes complaints from service users, staff, and others, as well as whistleblowing about wrongdoing.
A good complaints procedure demonstrates accountability and helps maintain trust. It also provides valuable feedback that can help improve services.
Whistleblowing protection is a legal requirement. Workers who raise concerns about wrongdoing should be protected from detrimental treatment.
Have a clear, accessible complaints procedure. Make it easy for people to complain and ensure complaints are investigated properly.
Have a whistleblowing policy that encourages raising concerns. Make it clear how people can raise concerns and what protection they will receive.
Investigate concerns thoroughly and fairly. Take appropriate action and provide feedback to the person who raised the concern.
Know when to involve external agencies. This includes the Charity Commission, police, or regulator depending on the nature of the concern.
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