Policy paper
Customer Engagement Policy
The steps we take to identify, manage and resolve unacceptable customer behaviour.
Applies to England and Wales
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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.
Updates to this page
Published 27 April 2022
Last updated 10 July 2025
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We've updated this guidance to make it clearer what we expect from customers and how we handle unacceptable behaviour.
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First published.