Satisfaction with watchdog 'is improving'

The Charity Commission received considerably more unsolicited compliments in the past year than it did the year before that, the annual report from the Independent Complaints Reviewer to the Charity Commission shows.

In her annual report, published today, Jodi Berg says the finding reflects people’s satisfaction with the service they receive from the commission.

Her report also notes that the commission needs to make systemic changes to its approach to disputes within charities and its response to whistleblowers. However, she notes that the commission has already begun reviewing these areas.

Berg is charged with investigating complaints about the Charity Commission and recommending redress and change to administrative processes. In the past year, she received 41 complaint referrals and completed 15 reviews, mostly to do with how the Charity Commission exercised its regulatory authority. Only 10 allegations were upheld.

In her report, Berg writes that she is pleased with how the commission has responded to complaints. “They try to see things from a complainant’s viewpoint and acknowledge instances of poor services,” she says.

Andrew Hind, chief executive of the Charity Commission, said the positive tone of the report reflected the huge effort the commission had made to improve its customer services.

“The Independent Complaints Reviewer’s report provides us with important feedback on our effectiveness and ways in which we can increase the accountability and transparency of our work,” he said. “We are now adopting a more sophisticated approach to collecting feedback from our customers and are learning more about where we should target our future efforts.”

Berg’s report includes a number of anonymous case studies with details of how the complaint was resolved. She also notes that she is pleased to see some of the previous reports’ recommendations being implemented.

Emilie Filou recommends

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