Smaller charities are more likely than larger charities to agree that the Charity Commission’s customer service is good.
The Commission’s customer survey 2021, published last week, shows 69% of surveyed customers say the regulator is good or very good.
Research was conducted on behalf of the Commission by Yonder. Yonder conducted an online survey of 1,191 participants taken from the Commission’s database.
The sample included a combination of people who had had contact to submit an annual return in the past 12 months and those who had had other forms of contact in the past 12 months.
In 2021/22, 75% of charities with an income of under £10,000 said the regulator's customer service was very good, compared to 58% of charities with an income of more than £500,000.
Charities were also asked how they would rate the service that is provided by the Commission in a number of areas.
For updating charity or trustee details, 91% of respondents rated the regulator as good or very good.
Less satisfied with serious incident reporting
In some areas, the Commission fared less well. For example, in 2021/22 the report shows 64% said their experience reporting a serious incident was good or very good, down from 72% in 2020/21.
One quote from the research states: “The guidance on serious incident reporting is awful - unclear and unhelpful.”
The regulator’s annual report shows it assessed 3,451 new serious incident reports, which marks a 20% reduction compared with 2020/21.
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