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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.