Setting up and running a charity – research and analysis

Cause for complaint? (RS11)

Charity Commission research into how charities manage complaints about their services.



Research into one aspect of charities’ customer service: the extent and quality of charities’ management of complaints about the services they provide.

The research focused on:

  • how charities deal with complaints from service users when things go wrong
  • how charities deal with serious complaints that can’t be dealt with amicably
  • how an effective complaints management system can maintain and build relationships with the people on whom the charity depends

77% of interviewees from small- and medium-sized charities thought, incorrectly, that the Charity Commission is responsible for helping to advise on, manage and resolve difficult complaints about services provided by charities.