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Policy paper

Customer Engagement Policy

The steps we take to identify, manage and resolve unacceptable customer behaviour.

Updates to this page

From:
The Charity Commission
Published:
27 April 2022
Last updated:
10 July 2025
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  1. We've updated this guidance to make it clearer what we expect from customers and how we handle unacceptable behaviour.

  2. First published.

Applies to England and Wales

Documents

Customer Engagement Policy

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The Charity Commission is committed to providing a quality service to all our customers. In return, we expect everyone who comes into contact with our staff to treat them with respect.

This policy explains what customers should expect from the Charity Commission, how we expect staff to be treated and if we experience unacceptable behaviour, the action we will take to protect our staff and resources. It applies to everyone who access our services.

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