There are separate procedures to:
Complain about a service we’ve provided
We are committed to giving you the best service we can. But there may be a time you need to complain about a service we’ve provided.
This complaints procedure is for:
- people who have used our services and aren’t happy
- people who feel they haven’t received a service that we said we would provide
We will make sure that your complaint is:
- treated seriously
- handled fairly without bias or discrimination
- treated confidentially
You should complain within 3 months of the event or outcome that you are complaining about.
You need to tell us:
- what you think went wrong
- what you think we should do to put it right
When someone else complains on your behalf, we need written confirmation from you saying that you agree for them act for you.
Contact the commission to complain.
What happens next
At first, someone who has not been involved with your original case will look fairly at your case. Where possible, they will be at a more senior level than the original case worker.
- complaints about the standard of service experienced
- your dissatisfaction with a course of action within a case which the commission has carried out
- your dissatisfaction as a result of a case which the commission has carried out
The reviewer will look into your complaint and will aim to respond to you within 30 working days. They will tell you the conclusions from their review and the reasons for the outcome.
If you’re not satisfied
If you are unhappy with the outcome of the first review, you have 1 month to ask for your complaint to be reviewed by a member of the business assurance team. They will look at how the first review was handled, specifically if it:
- addressed the issues of your complaint
- fixed any shortfalls in our service
- conveyed the outcome clearly
- was thorough and fair
They will aim to let you know the outcome within 30 working days. This will be our final response to your complaint.
If you remain dissatisfied, you may wish to consider contacting the Parliamentary and Health Service Ombudsman (PHSO).
Complain about a decision by the Charity Commission
When we make decisions, we take a lot of trouble to make sure that we get them right.
We recognise that trustees or people affected by the decision may feel that we are not correct and this is where our procedures to review decisions come in.
You can help us review our decision effectively by reading
Follow our set procedure to ask us to review a decision we’ve made.
Apply to the first-tier tribunal (charity)
In some cases, you can apply to the first-tier tribunal for a review of a decision. Schedule 6 of the Charities Act 2011 sets out the types of decision they deal with and who can request an appeal or apply for a review.
You can read further guidance about which decisions we can review and what the tribunal can investigate, in annex A of
Contact the first-tier tribunal to appeal a decision the Charity Commission has made.
First-tier Tribunal (Charity) Manager
Tribunals Operational Support Centre
PO Box 9300
Telephone: 0300 123 4504
What happens next
You’ll need to request an internal review within 3 months of the date you received a response from us.
Where we agree to conduct a decision review, the process will usually be conducted within a maximum of 3 months. The process is managed by the litigation and review team within the Charity Commission’s legal services. The decision following the decision review process is the final decision.
Complain about FOI
When you ask us for information under the Freedom of Information Act, we will review your request and provide you with all of the information we are able to release.
We may not always be able to release all of the information you have asked for. This might be because certain information is exempt from release to the public. We may also be unable to disclose information if it would be too expensive for us to gather the information you are seeking in the form you have requested.
You can ask us to review our response, as long as your case isn’t older than 3 months.
For more information, read How to make a freedom of information (FOI) request.
Tell us why you think our decision is wrong and exactly what additional information you would like us to release.
What happens next
Once we have received your request, we’ll allocate it to a member of staff who will consider if the provisions of the Act have been applied correctly.
A senior member of staff will review the complaint. In most cases, we will complete our review within 20 working days. We will tell you at the start how long we think the review will take and will let you know if that timescale changes.
Once we make our decision, we will write to tell you the result of our review. This will be our final decision. If we agree to release further information to you, this will usually be included with our response. Occasionally, we may need to send you the information separately. We will tell you if this is the case.
If you’re not satisfied
If you remain dissatisfied with our decision, you can contact the Information Commissioner. The Information Commissioner’s Office (ICO) is the independent statutory body which regulates the operation of the Freedom of Information Act as well as the Data Protection Act.
Your application should be made to the ICO within 2 months of the receipt of our final decision.
Exercise your rights as a data subject
Under the General Data Protection Regulation (GDPR) you have a number of rights with regard to how we process your personal data. For an explanation of these rights and what they enable you to do, please see our privacy notice.
If you wish to make a request in regard to one or more of these rights, please email your request to RIGA@charitycommission.gsi.gov.uk.
To help us process your request as quickly as possible please describe it in as much detail as you can.
If you are unhappy with the outcome of your request, or would like some independent advice on your rights, you can contact the Information Commissioner’s Office.
Information Commissioner's Office