Complaints against commission grew steadily after 2001

The number of complaints against the Charity Commission referred to the Independent Complaints Review in 2002 showed an increase on 2001 figures, according to the service's annual report.

The unit deals with issues of maladministration, including mistakes, delays, discourtesy, communication problems, complaints handling and discrimination.

During 2002 it received 63 allegations compared with 59 allegations in 2001. However, the number of complaints upheld has fallen from 16 in 2001 to 11 over the past year.

"In general, I find that the Charity Commission offers a very good quality of service," said independent reviewer and report author Jodi Berg. "Its proactive response to recommendations that I have made demonstrates its determination to take on board lessons arising from complaints."

The Independent Complaints Review believes that the rise in complaints is due to increased publicity about the service.

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