Complaints and Customer Feedback

On 2 January 2008 the Commission launched its new procedures for dealing with Complaints and Customer Feedback.  The old complaints procedure had been in place since 2003, and the Commission decided to develop the procedure to reflect developments in good practice within public complaint handling, and to offer a more comprehensive and accessible service to customers.

The revised procedures, which were the subject of public consultation in the summer of 2007, offer a fresh approach to dealing with customer dissatisfaction and encouraging customer feedback.

Key features of the new service are:

• Enhanced emphasis on local resolution aimed at resolving customers’ concerns as quickly as possible within the original business team.
• The opportunity for a light-touch review of the outcome of a case where a customer is dissatisfied with the Commission’s decision, but that decision is not eligible for a formal Decision Review. The review will be conducted by a Panel of Commission experts.
• An arm’s length examination by the Commission’s Customer Service Team of complaints about the standard of service provided by the Commission.
• Active encouragement of all types of feedback about our services.

See 'Charity Commission Complaints and Customer Feedback' for detailed information.