Charity Commission research into how charities manage complaints about their services.
PDF, 989KB, 64 pages
This file may not be suitable for users of assistive technology. Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email firstname.lastname@example.org. Please tell us what format you need. It will help us if you say what assistive technology you use.
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.