Prompt: draft a complaints handling policy

A clear complaints policy helps your charity handle concerns fairly and learn from them. This prompt drafts a proportionate starter policy for a small charity — how to complain, how you will respond, and how to escalate. You check the escalation routes, including the relevant regulators, before you publish.

What to paste in

Tell the AI what you do and who might complain, who handles complaints now, and any timescales you want to commit to. It drafts a short, human policy and flags the external escalation routes for you to confirm.

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What to check afterwards

Confirm the external bodies you name match the type of complaint — the Fundraising Regulator for fundraising, the Charity Commission for certain regulatory concerns rather than service complaints. Set timescales you can meet, commit to logging and learning from complaints, and have trustees adopt it.

The Fundraising Regulator handles complaints about fundraising, while the Charity Commission deals with certain regulatory concerns rather than routine service complaints — so signpost the correct route (Source: Fundraising Regulator / Charity Commission, accessed 9 July 2026; verified 11 Jul 2026).

Worked example

The illustrative example sets realistic acknowledgement and response times, offers an internal review, and flags the external routes to confirm.

CharityIQ can draft a complaints policy grounded in your charity’s context, with the escalation routes flagged for you to verify.