Complaints and services standards
Our Customer charter sets out our commitment to you. It clearly explains the level of service you can expect from our staff at all times, including our general service standards and the aspirations we have for the quality of service we provide.
Our Complaints policy explains what to do if you feel the Commission’s service did not meet the expected standard, or if you believe you were treated in a way that was not professional or respectful. Please use the form below to submit your complaint.
If you prefer, you can authorise someone else - such as an accountant, solicitor, friend or relative - to make a complaint on your behalf and deal with the Commission for you. The Commission can only accept representatives authorised through our Form of Authority. If necessary, we may also ask for additional proof of your identity. If you wish to use a representative, please email the completed form to admin@charitycommissionni.org.uk. Once we receive and process the form, we will communicate only with your authorised representative about the specific issue. We cannot discuss the matter with your representative until their authority has been accepted.
Our Raising a concern about the Commission (formerly whistleblowing) guide explains how anyone - inside or outside the Commission - can report concerns about danger, wrongdoing, or illegal activity involving Commissioners and/or staff. These concerns relate to issues that may affect others, not personal complaints about service.
The NIAO good practice guide is a Northern Ireland Audit Office leaflet on raising concerns with them.