A combined policy for handling complaints from donors, beneficiaries and the public, and for staff and volunteers to raise concerns about wrongdoing – with timescales, escalation to trustees, external routes, a complaint form and a log.
Charities
Charity Complaints and Whistleblowing Policy
About this document
A clear complaints process builds trust with donors, beneficiaries and the public, and is expected by the Fundraising Regulator and the Charity Commission. Charities also need a safe way for staff and volunteers to raise concerns about wrongdoing – such as fraud, safeguarding failures or a trustee acting improperly – without fear of being treated badly. This policy covers both.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
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Charities
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Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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