The Charity Commission is committed to giving you the best service we can by:

Providing Good Quality Services

• Dealing helpfully with the issues you have raised by giving you timely, accurate responses that are right first time and tailored specifically to your questions.
• Making it quick and easy for you to access the information you need from us.

Communicating Effectively

• Offering a choice of ways to contact us and communicating with you in the way you prefer.
• Providing clear and simple guidance which is easy to understand.

Acting Fairly and Impartially

• Using consistent standards in our responses to you.
• Providing responses that are proportionate, fair and reasonable.
• Responding flexibly to you without bias and according to your individual needs.

Evaluating our Service

• Continually improving our service.
• Reviewing the quality of our work and the handling of our cases and measuring customer satisfaction.
• Encouraging feedback from you and using this to improve the quality of our services.
• Reporting annually on our performance and on feedback from our customers.

Our service delivery is based on the Principles of Good Administration (2007) and the Principles for Remedy (2007) published by the Parliamentary and Health Service Ombudsman.

We strive to deliver first class service, but know there may be times when we make a mistake, take too long in handling your case or are simply unable to provide you with the outcome you would like.

If we find that our standard of service has fallen below an acceptable level we will acknowledge this and try to put it right if we can, learn lessons from where we went wrong and make sure that we avoid making the same mistake again.

Comments and Feedback about our Services

We are keen to receive comments, feedback and suggestions about any aspect of our work or our service delivery. Hearing from our customers helps us understand what works for you and to concentrate our efforts on improving services.

If you would like to ask questions or provide comments on any aspect of our work please email us.

We aim to provide you with an instant response to the points you raise (or within 5 working days for emailed enquiries) wherever possible. We may also refer you on to one of our specialist teams to provide you with a more detailed answer.