Of the 1,129 charities which responded to the Commission’s survey, over two-thirds had no complaints procedure in place, and 80% of those without a procedure said they didn’t need one. Of those which had established a procedure, 63% said it was beneficial to their organisation.

The Commission’s director of policy and effectiveness Rosie Chapman said that a complaints procedure served a greater purpose than putting things right for those who weren’t happy with a charity’s service. “It’s also about accountability and transparency, and welcoming constructive feedback about people’s experiences,” she said.

Clare Tickell, chief executive of the NCH, which does have a procedure, said: “A rigorous, open and independent complaints procedure allows us to provide the best possible service and ensures we are more accountable to both service users and funders.”

The report Cause for complaint? How charities manage complaints about their services is available on the Commission’s website. Visit www.charitycommission.gov.uk