Charity Commission Responds To Independent Complaints Review Report

The Independent Complaints Reviewer for the Charity Commission today publishes her report into the complaints against the Commission she reviewed in 2005 -06. Charity Commission Chief Executive Andrew Hind said: “As ever, the Independent Complaints Reviewer’s observations and recommendations give us important feedback on the Commission’s effectiveness. Offering a free, independent review of complaints is an important way for the Commission to show that we are accountable to our customers, and to the public.

“We’re pleased that the report recognises the hard work we’ve put in to further improving our customer services in the past year, including expanding both our Customer Network and our programme of seminars with faith-based charities.

“In a year in which we’ve seen the highest ever number of recorded compliments, it’s also helpful to know that we should communicate early on in the complaints process what we can, and can’t, look into. We are acting on this, along with all the other valuable recommendations in the report.

“The number of complaints brought to the ICR continues to decrease and this year we’re undertaking a major review of our customer complaints procedures to ensure they’re more accessible, and provide quicker and better ways to evaluate concerns raised about our service. We hope the lessons learned this year will have an even greater impact on next year’s report.”

The report can be found on the Commission’s Homepage at