Charity Commission plans customer charter

Regulator will set out timescales for dealing with complaints

The Charity Commission's customer service department is to draw up a customer charter setting out how it will deal with complaints.

Jeanna Pearce, head of customer service at the commission, told Third Sector the charter would set out the quality and timescales people could expect from the commission when it dealt with their complaints.

It will also give details of how complainants can help the commission - for example, by keeping copies of documents and having them to hand when investigators phone. Pearce said she hoped the charter would be launched in March 2010.

The commission's customer service section dealt with 31 complaints about 105 issues last year, compared with 43 cases and 198 issues in 2007/08.

Of the 31 complaints, 39 per cent were partially or fully upheld, compared with 25 per cent in 2007/08. Pearce said the commission had also received more than 1,700 unsolicited compliments last year.



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