The Regulator for Charities in England and Wales

Consultations for the 'Decision Review' and 'Complaints and Customer Feedback' procedures

The purpose of this consultation

The Charity Commission has recently undertaken an extensive review of its procedures for reviewing decisions made under our legal powers and for handling complaints and feedback about our services. Our aim is for the two complementary processes to be transparent, quicker and easier to use and fit more closely with the needs of our customers.

We are launching a 12 week public consultation exercise on 11 June 2007 to find out your views about our proposals. Responses are required no later than 3 September 2007. 

Click here for the Decision Review (PDF 110kb) and Complaints and Customer Feedback (PDF 130kb) consultation documents.

What do we want from this consultation?

We are seeking views from charity trustees, representative bodies, members of the public and all interested parties. We welcome your comments whether you wish to comment on both or just one of the procedures.

Decision Review Procedure

We would like your views about whether the proposals will result in final decisions which are right, whether the proposed procedures are fair and if there are any other issues we need to address.

This consultation will be of particular interest to you if you or your charity:

  • has disagreed with a legal decision the Commission has made in the past - whether or not you requested a review;
  • are interested in the accountability of the Commission for the exercise of its powers; or
  • are interested in the new procedures for decision review which will accompany the introduction of the Charity Tribunal.

Customer Complaints and Feedback Procedure

We would like your views about whether the new procedure will encourage the Commission’s customers and stakeholders to provide feedback about the services they have received, or offer a fair procedure through which their concerns can be reviewed.

This consultation will be of particular interest to you if:

  • you have views about how the Commission should handle complaints about its own services;
  • you are interested in shaping the Commission’s policy for handling customer feedback.