Dealing with problems, complaints and disputes

While the involvement of volunteers is generally a positive experience for everyone involved, sometimes things can go wrong. The Information Sheets below explains why it’s good practice to have a problem solving procedure in place, to deal with issues and complaints raised either by or about volunteers

• Member only information sheet Problem solving (48.8Kb)
• Free information sheet Problem solving for volunteers (50.1Kb)
• Example Speaking Up complaints policy and procedure (30.7Kb)

We also have some articles that you may find useful in deciding how to respond to an issue:

• in Emergency Exits, Mark Restall discusses the de-selection of volunteers; and
• in How do you reprimand a volunteer?, Paddy Browne talks about why it’s important to have rules even when people are giving their time for free.

Volunteer Rights Inquiry and the 3R Promise

The Volunteer Rights Inquiry was set up in November 2009 following a number of high profile reports of serious breaches of trust between volunteers and the organisations they volunteered for. Its aim was to begin to understand the nature and scope of the problems experienced by volunteers and to identify suitable remedies.

The Inquiry published its interim report (515.2Kb) in July 2010. One of the suggestions was the establishment of an independent Volunteer Complaints Commissioner.

However, the final conclusion of the Inquiry (233.6Kb) was that volunteer involving organisations should have the opportunity to improve and strengthen their standards before such a body is established. It was felt that the informal and voluntary nature of volunteering should be preserved and further red tape avoided where possible.

The Inquiry therefore published a Call to Action, the 3R Promise. It is hoped that this approach will help to raise standards of volunteer management whilst not adding an additional burden on volunteer involving organisations.

Volunteering England and the organisations that contribute example documents to the Good Practice Bank accept no responsibility for how they are used. They are presented as examples of good practice, but it is every volunteer-involving organisation's responsibility to ensure that their volunteers are safe, and that policies and procedures meet legal requirements.