RSPCA & the Charity Commission

Thank you for your email to the Charity Commission.

We aim to give you a full and clear response within fifteen working days
from receipt of your email. We will ensure that our response is both
accurate and appropriate.

This is the same service standard we apply to letters and faxes but
Charity Commission Direct will usually respond to general email enquiries
within five working days where there is no need for referral to one of our
specialist operational teams.

If we cannot give you a full response within fifteen days, we will contact
you and let you know the reasons why this is not possible and indicate
when we expect to be in a position to give you a full response. We will
also let you have the name and contact number of the person dealing with
your query.

You can find the Commission's contact details on our website at
[1]http://www.charitycommission.gov.uk/tcc/...

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this email in error please notify the sender and
delete
the original message from your system.

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

References

Visible links
1. http://www.charitycommission.gov.uk/tcc/...

Thank you for your email to the Charity Commission.

We aim to give you a full and clear response within fifteen working days
from receipt of your email. We will ensure that our response is both
accurate and appropriate.

This is the same service standard we apply to letters and faxes but
Charity Commission Direct will usually respond to general email enquiries
within five working days where there is no need for referral to one of our
specialist operational teams.

If we cannot give you a full response within fifteen days, we will contact
you and let you know the reasons why this is not possible and indicate
when we expect to be in a position to give you a full response. We will
also let you have the name and contact number of the person dealing with
your query.

You can find the Commission's contact details on our website at
http://www.charitycommission.gov.uk/tcc/...

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this email in error please notify the sender and
delete
the original message from your system.

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Dear Mr Greenwood

Our records show that a response was sent to you by our Head of Governance
on 08 February 2010 a copy of which is attached for ease of reference.

Regards

Mrs Pat Elias - Charity Commission Direct

Please take a couple of minutes to tell us what you think about our
service - click [1]here to complete our survey.

------------------- Original Message

show quoted sections

Thank you for your email to the Charity Commission.

We aim to give you a full and clear response within fifteen working days
from receipt of your email. We will ensure that our response is both
accurate and appropriate.

This is the same service standard we apply to letters and faxes but
Charity Commission Direct will usually respond to general email enquiries
within five working days where there is no need for referral to one of our
specialist operational teams.

If we cannot give you a full response within fifteen days, we will contact
you and let you know the reasons why this is not possible and indicate
when we expect to be in a position to give you a full response. We will
also let you have the name and contact number of the person dealing with
your query.

You can find the Commission's contact details on our website at
http://www.charitycommission.gov.uk/tcc/...

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this email in error please notify the sender and
delete
the original message from your system.

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Dear Mr Greenwood

I am sorry for the apparent confusion regarding the issue of our response
to your FOI request in this case. After checking our records and
discussing the matter with my colleague Simon Carney, Head of Governance,
it seems that there has been an oversight on our part.

Simon Carney's email response on 08 February 2010 was sent to
[1][email address] at 12:34pm. This was following a telephone
conversation between Simon and yourself in which I understand you had
requested Simon to send his written response to that email address. Our
records show that your subsequent email of 08 February 2010 was received
by the Charity Commission at 12:35pm. In view of the fact that Simon
Carney had already sent a written response to the information requested in
your email no further action was taken regarding your email. We
overlooked the request at the end of your email of 08 February to reply
to [2][email address] . I am sorry for this
oversight and for any inconvenience or confusion caused as a result.

I hope this clarifies the matter.

Yours sincerely

Mrs Pat Elias

Charity Commission Direct

------------------- Original Message

show quoted sections

Thank you for your email to the Charity Commission.

We aim to give you a full and clear response within fifteen working days
from receipt of your email. We will ensure that our response is both
accurate and appropriate.

This is the same service standard we apply to letters and faxes but
Charity Commission Direct will usually respond to general email enquiries
within five working days where there is no need for referral to one of our
specialist operational teams.

If we cannot give you a full response within fifteen days, we will contact
you and let you know the reasons why this is not possible and indicate
when we expect to be in a position to give you a full response. We will
also let you have the name and contact number of the person dealing with
your query.

You can find the Commission's contact details on our website at
http://www.charitycommission.gov.uk/tcc/...

This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.

If you have received this email in error please notify the sender and
delete
the original message from your system.

show quoted sections

Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

Dear Mr Greenwood

Thank you for your email of 2 February 2010.

As you have expressed concerns over our handling of your Freedom of
Information (FOI) request the case has been referred to me as a senior
case officer on the team to review and take forward. My review has been
conducted under our local resolution procedure which is the first stage in
our complaints process. Further details of our complaints procedure can be
found on our web site

[1]http://www.charitycommission.gov.uk/tcc/...

We do have a responsibility under FOI to deal with any request promptly
and in any event within 20 working days of receipt. Having reviewed the
case fairly and impartially I have to agree that there has been a
shortfall in the service you have received.

Your FOI request was received in the Commission via the email channel on 8
February 2010 at 12.35pm. The case officer dealing with your request noted
that our Head of Governance had responded to a phone call from you by
email on the 8 February at 12.34pm and assumed that no further action was
required.

This was a mistake on the part of the case officer as it was clear that
your phone call was a request for information which was dealt with
appropriately. However your subsequent email, even though it was received
just one minute after that response issued, was a formal written request
under FOI and you should have received a formal response as required under
that Act.

Please find attached a formal response to your FOI request and i would ask
you to accept my sincere apologies for the fact that we failed in our
responsibility to provide such a response within the required timescale
and for the inconvenience this has caused you.

This email concludes my consideration of the matter. if you remain
dissatisfied, you should now write to the Customer Service Manager c/o
Charity Commission Direct, PO Box 1227 Liverpool L69 3UG.

Yours sincerely

Sylvia Mayers

------------------- Original Message

show quoted sections