For all registered charities, reputation is key. If complaints and compliance issues aren’t dealt with swiftly and effectively, the damage can be significant and long lasting.
Only a small proportion of registered charities ever become subject to an investigation or compliance case but in light of recent scandals the Charity Commission has outlined that it is strengthening its approach to tackling mismanagement by tightening registration, improving monitoring and increasing its number of inquiries. With experience in this sector, Verita is prepared to guide senior management within the sector on overcoming challenges associated with conflicts of interest, unauthorised trustee benefits and breaches of governing documents.
In this climate of scrutiny, it is imperative that charities take the attitude that complaints are a helpful warning sign of problems as they arise – and are seen to act on them promptly and proactively. This is all the more important in the case of fundraising, where a loss of public confidence will potentially have a detrimental and long-term negative impact on the level of contributions received by the charity.
With a background in dealing with sensitive issues, Verita help charities with the most intricate of complaints issues. The understanding we have gained from working with the British Council, the Arts Council, the Heritage Lottery Fund, and Sport England helps us to support charitable organisations with a variety of services.
Our complaints assessment service uses a combination of interviews, documentary review and a diagnostic tool to assess complaint management systems against best practice. It provides us with the opportunity to take a ‘deep dive’ into a particular service, to provide assurance as to whether particular incidents are either endemic concerns or one-off grievances. It measures performance against six key indicators: trustee board recognition, system efficiency and quality, resources, learning, complaints team design and user experience. The process takes two days to complete and provides information that enables the necessary improvements to be prioritised.
If you work in a charitable organisation and would like support with your challenges, please contact Verita partner Barry Morris on 020 7494 5670 or [email protected].