Webinar: How to Handle Volunteer Concerns and Complaints

The National Council for Voluntary Organisations (NCVO, the English equivalent of SCVO) is delivering a free webinar on Tuesday 23 September 2025, 10:30am – 12pm, via Zoom, exploring how to create a safe environment where volunteers feel confident to raise concerns, and how organisations can respond appropriately when they do.

“How to Handle Volunteer Concerns and Complaints” is aimed at volunteer managers, and anyone responsible for volunteer engagement and safeguarding, including heads of volunteering, volunteer coordinators, trustees, or anyone interested in the management or supervision of volunteers.

“Managing concerns and complaints from volunteers is essential for maintaining trust, safeguarding wellbeing and strengthening your volunteer involvement. Sharing practical advice on setting up proportionate procedures and ensuring your processes align with your organisation’s values. You’ll also hear examples of how organisations have successfully handled volunteer complaints to improve practice and culture.”

Learning Outcomes

By the end of this webinar, attendees should:

• know how to create a safe, supportive environment where volunteers feel confident to raise concerns.
• understand the importance of having clear processes for handling volunteer concerns and complaints.
• be better equipped to respond to concerns and complaints in a way that protects relationships, minimises risk and supports organisational learning.
• gain insight from real-life scenarios into how to navigate sensitive volunteer-related issues

Information and Timings

The webinar will be facilitated by NCVO’s senior practical support officer, Frankie Hockham, alongside other presenters, including:

• Victoria Dickinson, NCVO Associate
• Catherine Haines, Resolutions Manager at The Ramblers
• Steve Naylor, CEO of Bucks Vision

This event will take place on Zoom. Captions will be available, and joining instructions (including the Zoom link) will be shared one week in advance. Please note: this event will be recorded and will be uploaded to the NCVO YouTube channel shortly afterwards.

Event timings:

• 10:30am: Welcome and introductions
• 10:40am: Presentations
• 11:30am: Q&A
• 11:50am: Signposting and close

Accessibility

NCVO is committed to running accessible training and events and wants attendees to feel welcome, included, and able to fully engage in sessions.  Please share any access needs you have when prompted on the booking form.

Booking and Further Information

To book a place on this webinar, please visit the NCVO event page (linked for your convenience). Alternatively, for further information, contact the NCVO team by email: ncvoevents@ncvo.org.uk