Charities 'fail to hear complaints'

More than two-thirds of charities do not have complaints procedures in place, a new report has revealed.

The Charity Commission survey, to which 1,129 charities responded, found that 69% did not have a complaints procedure in place.

The charities' watchdog said that this left many charities with no formal way to discover whether users were unhappy with their services.

However, 80% of those charities without procedures also said that they felt they did not need one, the survey found.

The report also found, however, that 63% of charities that introduced the procedures thought that they were beneficial.

Having an accessible, clear complaints procedure was "vital", the Charity Commission said. Those without complaints procedures were failing to fully account to their service users, as well as missing valuable opportunities to learn from complaints to improve their service, the watchdog said.

The Commission's Director of Policy and Effectiveness, Rosie Chapman, said: "Charities without complaints procedures are missing a trick. This isn't just about putting things right for people who aren't happy with a charity's service. It's also about accountability and transparency and welcoming constructive feedback about people's experiences. This is a key way for charities to make sure their services are truly responsive to user needs."

Commenting on the survey, Ed Mayo, Chief Executive of the National Consumer Council, said: "Gone are the days when charities could respond to complaints with hurt pride. The best of the charity pack has woken up to the fact that people can be surprisingly forgiving, if they get a quick apology and things are not put right.

"But it is of concern to us that many charities do not yet embrace complaints as a way of learning. And in an age when charities are taking on more public services, it is a fundamental right for consumers who rely on the lifeline services that many charities provide."

(KMcA)