Complaints Procedures CAB:

Susanna Griffiths made this Freedom of Information request to Charity Commission for England and Wales

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was refused by Charity Commission for England and Wales.

Susanna Griffiths

Dear Charity Commission for England and Wales,

Background.

My partner who is registered disabled with a number of physical and psychology ailments used the registered charity, the Rhondda Cynon Taff Citizens Advise Bureau(RCT CAB), in order to assist in a DLA Appeal to the Upper Appeals Tribunal.

My partner independently plodded on to get this appeal, despite being mischievously informed that he was out of time for almost seven years, but his persistence won the day.

In making this company to RCT CAB I have all their supporting evidence in the form of various correspondences which are precisely clear.

There was a fixed deadline given by the Upper Tribunal Judge for submissions to made. I have correspondence with assurances that Ms Julie Evens of RCT CAB would make the submission on time.

Ms Evens did not do so knowing full well the implications of not doing could have ruined the appeal which was fought long and hard to obtain due to many legal obstacle involved.

The RTC CAB complaints procedure was invoked and the correct procedures were not observed by RCT CAD. Indeed a purported investigation carried out by the RCT CAB chairman was so badly flawed, procedurally incorrect that it was forthrightly amateurish and consequently became the subject of a separate complaint which sadly also went ignored. And ranks were closed.

There was never the simple step of offering an honest explanation as to these sad failure and breach of public confidence.

Contact was made with Gillian Guy but alas here too common sense did not prevail, and ranks were close thereby forsaking decency, honesty and integrity even though it was made clearly that above all public confidence in RCT CAB must never be dented as so many vulnerable people depend upon what should be impartial advise from that source.

Also Gillian Guy seemingly does not believe in public accountability for despite the FOI ACT 200, Ms Guy deliberately ignored my FOI request, thereby breaking the law.

My request to the Charities Commission under the FOI Act 2000 is this: When a member of the public makes complaints against a CAB charity what are the legal obligations upon such charities to conform with its own complaint procedures?

That will do for now, but there is no doubt, Ms Guy, Ms Evens, Alun Williams, and RCT CAB have opened a bagful of nasty little worms which I feel the public have a right to know about

Yours faithfully,

Susanna Griffiths LLM MSc.

Web Enquiries, Charity Commission for England and Wales

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/...

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Uniongyrchol fel arfer yn ymateb i e-byst o fewn pum diwrnod gwaith, ble
does yna ddim angen cyfeirio at un o*n timau gweithredol arbenigol.

Os na fedrwn roi ymateb llawn o fewn pymtheg diwrnod, fe wnawn gysylltu â
chi i esbonio pam, gan nodi pryd y byddwn yn medru ymateb yn llawn. Fe
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Wales, Charity Commission for England and Wales

Charity Commission - Wales Office -
Newport

Comisiwn Elusennau - Swyddfa Cymru - Casnewydd

Our Ref/Ein Cyf: RS 1074801

PONTYPRIDD (TAFF ELY AND RHONDDA) CITIZENS ADVICE BUREAU-1074801

Dear Ms Griffiths

Thank you for your email of 12 January regarding the above charity.

I appreciate that you and your partner feel frustrated at the way your
complaint has been handled by the charity.

In reply to your query, we would always encourage charities to have
appropriate procedures for dealing with complaints about their services
and to respond to complaints in a timely manner. However, these procedures
tend to be voluntary arrangements and not legal obligations.

I hope this answers your question.

Kind Regards

Rosie Stokes

Rosie Stokes

tel/ff**n: 01633 225510

[email address]

We welcome correspondence in Welsh and English Croesawn
ohebiaeth yn Gymraeg ac yn Saesneg

Wales Office Charity Commission Direct Swyddfa Cymru
Comisiwn Elusennau Uniongyrchol

PO Box 1227, Liverpool L69 3UG Blwch SP
1227, Lerpwl L69 3UG

General Enquiries/Ymholiadau Cyffredinol: 0845 300 0218 (Voice/Llais)
0845 300 0219 (Minicom)

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

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Susanna Griffiths

Dear Rosie Stokes

On the contrary no one feels frustrated at the way the
complaint has been handled by the charity, far from it as the situation is viewed as an opportunity to enlighten the public as to certain element of cronysm (over the right of the individual, and mismanagement, by the RCT CAB Chair. After all it is the public who contribute to charities and therefore must have confidence in them.

There is no need to encourage the CAB to have a complaints procedure as they clearly have one in place. What they have not done is to observe their own rules in favour of protecting a totally negligence member of their team.

Under these circumstances I believe that it falls to the Charities Commission to look at such issues as the conduct of Charities staff.

However please respectfully bear in mind that this is an issue that is not going away until I am completely satisfied that all the correct procedures have been observed. Meanwhile, for the moment, you state that: "we would always encourage charities to have
appropriate procedures for dealing with complaints about their services and to respond to complaints in a timely manner"

In relation to my complaint, RCT CAB are trying desperately to be evasive and have not replied under the terms of their own complaints procedures-.

Therefore, under the FOI Act kindly advise me as to what action the Charities Commission has taken in order to ensure that RCT CAB has been encouraged "to respond to my two complaints in a timely manner."

On a personal basis, I would have thought that the Charities Commission would have been most concerned and perturb over this kind of conduct and the lack of honesty by a CAB charity. Especially after reviewing the comments of Gillian Guy on her appointment as CEO, but that said I am fully aware that there is a certain category of people to whom words/PROMISES come very cheaply indeed, this is especially so in the public sector.

Yours sincerely,

Susanna Griffiths

Wales, Charity Commission for England and Wales

Charity Commission - Wales Office -
Newport

Comisiwn Elusennau - Swyddfa Cymru - Casnewydd

Our Ref/Ein Cyf: RS 1074801

PONTYPRIDD (TAFF ELY AND RHONDDA) CITIZENS ADVICE BUREAU-1074801

Dear Ms Griffiths

Thank you for your email of 20 January and I note your comments.

In reply to your query, we have not taken any ***action*** to ensure that
the charity responds to your complaints. This is because the way a charity
deals with complaints about its services is an aspect of the
administration of the charity which is the responsibility of the trustees.
The Charity Commission is prevented by law from becoming involved in the
administration of a charity.

We do publish guidance, including how to deal with complaints, which sets
out a wide range of best practice recommendations. However all our
guidance makes it clear where it is a recommendation that is simply best
practice, compared to where it is a legal requirement. Our jurisdiction
only extends to compliance with charity law and in this case, whilst I
appreciate that the trustees may not have followed best practice there is
no evidence that they have breached charity law. You will therefore need
to raise your concerns with the trustees directly.

Should you seek further advice, you may find it helpful to contact the
National Association of Citizens Advice Bureaux
([1]www.citizensadvice.org.uk) who act as an umbrella body for their
member bureaux.

Kind Regards

Rosie Stokes

Rosie Stokes

tel/ff**n: 01633 225510

[email address]

We welcome correspondence in Welsh and English Croesawn
ohebiaeth yn Gymraeg ac yn Saesneg

Wales Office Charity Commission Direct Swyddfa Cymru
Comisiwn Elusennau Uniongyrchol

PO Box 1227, Liverpool L69 3UG Blwch SP
1227, Lerpwl L69 3UG

General Enquiries/Ymholiadau Cyffredinol: 0845 300 0218 (Voice/Llais)
0845 300 0219 (Minicom)

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

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Susanna Griffiths

Dear Wales,

Far from happy with this type of nonsensical rubbish reply. I want an internal review, but one professionally carried out.

Yours sincerely,

Susanna Griffiths

Wales, Charity Commission for England and Wales

Charity Commission - Wales Office -
Newport

Comisiwn Elusennau - Swyddfa Cymru - Casnewydd

Your Ref/Eich Cyf:

Our Ref/Ein Cyf: HI/ C-318114

PONTYPRIDD (TAFF ELY AND RHONDDA) CITIZENS ADVICE BUREAU - 1074801

Dear Ms Griffiths

I understand from your e-mail that you are not satisfied with the decision
not to take action in respect of your complaint against the charity and
request that the Commission's response is reviewed by someone who is
senior and independent.

I should explain that I am the Head of the Wales Office of the Charity
Commission, based in Newport and have had no previous involvement in this
case. I have considered your complaint under the Commission***s Local
Resolution Procedure.

Having reviewed your e-mails which set out your complaint against the
charity, I uphold the decision that the Charity Commission should not
investigate the complaint further or take regulatory action. This is
because the operation of a charity's internal complaints procedure does
not fall within the jurisdiction of the Charity Commission, nor does your
complaint about the Chair provide evidence of a breach of charity law.

I enclose a link to our policy on complaints about charities:

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

You also ask how the Commission monitors charities and what advice we
provide. I enclose links to our web-site which explains how we regulate
charities and how we ensure charities comply with their legal
requirements.

[2]http://www.charitycommission.gov.uk/Abou...

[3]http://www.charitycommission.gov.uk/Our_...

This letter 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

Harry Iles

Harry Iles

tel/ff**n: 01633 225505

[email address]

We welcome correspondence in Welsh and English Croesawn
ohebiaeth yn Gymraeg ac yn Saesneg

The Wales Office Charity Commission Direct Swyddfa Cymru
Comisiwn Elusennau Uniongyrchol

PO Box 1227, Liverpool L69 3UG Blwch SP
1227, Lerpwl L69 3UG

General Enquiries/Ymholiadau Cyffredinol: 0845 300 0218 (Voice/Llais)
0845 300 0219 (Minicom)

Is your charity making the most of Gift Aid? For every **1 given by a UK
taxpayer under the Gift Aid scheme, charities can receive an extra 28p.
Find out how, and learn about setting up Gift Aid for your charity at
[4]www.direct.gov.uk/giftaid and [5]www.hmrc.gov.uk/charities

Consider the environment. Please don't print this e-mail unless you really
need to.

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

show quoted sections

Susanna Griffiths

Dear Harry Iles

This really is not acceptable. What you are telling me is that charities such as RCT CAB can abuse disabled members of the public, abuse their own complaints procedure, engage totally incompetent chairs, person of questionable mental competence, and are not accountable to anyone. I suggest that you think on. I publish a news letter on a number of consumer issues and I will be delighted to inform the UK consumer of these issues, as this is just a cover up and closing of ranks.

I am more than dissatisfied, I am outraged over your audacity and question your commitment to honesty and the public's best interests.

I would like the email address of the Customer Service Manager, c/o Charity Commission Direct, PO Box 1227, Liverpool. L69 3UG. This is one issues you will not be brushing off so lightly!

The fact that both CAB and the Charity's Commission are reluctant to resolve this matter in a civilised manner will now mean ligation when I return to the UK.

There is absolutely no way that Ms Evans is going to get away with her unwarranted, inexcusable conduct, nor Williams for his shoddy cover over investigation of the complaint.

Yours sincerely,

Susanna Griffiths

Susanna Griffiths

Dear Harry Iles

This really is not acceptable. What you are telling me is that charities such as RCT CAB can abuse disabled members of the public, abuse their own complaints procedure, engage totally incompetent local charity chairs, and persons of questionable mental competence, and are not accountable to anyone.

I suggest that you think on. I publish a news letter on a number of consumer issues and I will be delighted to inform the UK consumer of these issues, as this is just a cover up and closing of ranks in order to deny a proper explanation of the total unprofessional conduct of RCT CAB staff.

I am more than dissatisfied, I am outraged over your audacity and question your commitment to honesty and the public's best interests.

I would like the email address of the Customer Service Manager, c/o Charity Commission Direct, PO Box 1227, Liverpool. L69 3UG. This is one issues you will not be brushing off so lightly!

The fact that both CAB and the Charity's Commission are reluctant to resolve this matter in a civilised manner will now mean litigation when I return to the UK.

There is absolutely no way that Ms Evans is going to get away with her unwarranted, inexcusable conduct, nor Williams for his shoddy cover over investigation of the complaint.

Yours sincerely,

Susanna Griffiths

Susanna Griffiths

Dear Charity Commission for England and Wales,

Dear Iles

I need to know why people like you have an aversion to truth and honest, and are ever ready to denied the public their right to know when an organisation such as CAB acts with total disrespect to the Human Rights of the ordinary members of the pubic.

All you are doing is to bring the standing of the British democratic process and the Charities commission into disrepute.

I believe it is in the public's best interest that your genre stands down and takes up sheep farming in the Outer Hebrides where you are as far away from the human race as geography permits.

Yours faithfully,

Susanna Griffiths

Web Enquiries, Charity Commission for England and Wales

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/...

Diolch am eich e-bost i*r Comisiwn Elusennau.

Rydym yn anelu at ymateb yn llawn o fewn pymtheg diwrnod gwaith o dderbyn
eich e-bost.

Hwn yw*r un targed ac ymateb i lythyron ond mae Comisiwn Elusennau
Uniongyrchol fel arfer yn ymateb i e-byst o fewn pum diwrnod gwaith, ble
does yna ddim angen cyfeirio at un o*n timau gweithredol arbenigol.

Os na fedrwn roi ymateb llawn o fewn pymtheg diwrnod, fe wnawn gysylltu â
chi i esbonio pam, gan nodi pryd y byddwn yn medru ymateb yn llawn. Fe
fyddwn hefyd yn rhoi gwybod enw a rhif uniongyrchol y person sy*n delio
gyda*ch ymholiad.

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
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References

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Dave Wiggins, Charity Commission for England and Wales

Dear Susanna Griffiths

Thank you for your recent email.

I am sorry to learn that the Commission has not dealt with your concerns,
about the charity, in a way that meets with your satisfaction. I note that
the Commission previously escalated the complaint to a senior officer,
under its 'Local Resolution' procedure, and I have considered the
background to the matter and Mr Iles' response.

If, as in this case, the appropriate business area is unable to resolve
the issues raised by a customer, then there are two distinct way that you
can proceed. These are covered in the leaflet that I attach below), and
are described as a Standard of Service complaint and an Outcome Review. I
will explain these in a little more detail.

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

Standard of Service complaint
This is appropriate where a customer is concerned primarily about the
standard of service that they have received from the Commission. For
example, they may believe that there has been some unnecessary delay; a
bias on the part of the Commission; or a failure, by the Commission, to
follow its own laid down procedures. In this sort of circumstance, I
allocate the complaint to a Customer Service Manager, who will investigate
it thoroughly and will respond within 30 working days.

Outcome Review
It may be that a customer has no, or limited, concerns about the quality
of the Commission's service, but does disagree with the outcome of the
case or the conclusions that the Commission has reached. In such
instances, the Commission will normally be able to offer an 'Outcome
Review', in which a panel of senior and experienced officers will assess
whether the original case outcome was the correct one. Such panels are
held each month, and the customer is notified of the panel's conclusions
within 12 working-days of the panel sitting.

Next steps
We now need to decide which is the most relevant route for you to take,
given that you have indicated that you remain dissatisfied with what you
see as the Commission's failure to take some sort of action, against the
charity, based on the information that you provided. It seems to me,
therefore, that the matter is capable of being examined by the Outcome
Review panel. To assist the process further, it will, I think, be helpful
to agree a specific summary of your complaint so that the panel's
deliberations and conclusions get to the heart of your concern. Based on
your comments, therefore, I suggest the following as such a summary:

Draft summary of complaint
You have raised what you see as serious concerns about the charity, and
you have provided the Commission with the appropriate details. Despite
this, the Commission has advised you that it will not intervene, and told
you that the charity has its own complaints procedure which you should
use. You would now like the panel to decide whether the Commission's
position - of non intervention - is reasonable; legitimate; proportionate
and consistent with its own procedures, given the circumstances that you
have set out, and the evidence that you have provided.

I would be grateful if you could confirm that I have summarised your
complaint effectively (the panel will be given copies of the relevant
documents on which to make its decision), or if you would like to add to
this in any way. When I hear from you further, I can make preparation for
the case to be heard by the next available panel.

Yours sincerely

David Wiggins
Customer Service Manager

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Susanna Griffiths

Dear Dave Wiggins ,

Thank you for your reply Your summery is adequate.

RCT Cab is a register Charity. However its conduct in this case is appalling!

ALSO SUCH A LACK OF PROFESSIONALISM IS COSTLY AND NOT WHAT THE PUBIC MAKE THEIR CHARITABLE DONATIONS FOR.

The CAB should be beyond reproach.

This was initially a straight forward question of the conduct of Ms Julie Evans, I regret with the intervention of the RCT CAB Trust chair it has opened other questions of competence, cover ups and cronyism.

Gillian Guy is clearly guilty of Double Standards(see my correspondence to Ms Guy), and should now do the right thing, in the best public interest and step down.

All that has been requested OF RCT CAB in this unwarranted, unpalatable situation, is truth and honesty. If the Charities Commission cant support that basic request to what I see as an essential Human Right, then we as a society are serious lacking.

I believe that it is in everyone's best interest to put the truth of the matter clearly on the table!

Yours sincerely,

Susanna Griffiths. LLM MSc.

Dave Wiggins, Charity Commission for England and Wales

Dear Ms Griffiths

Thank you for your email. I confirm, therefore, that your summarised
complaint now reads as follows:

Summary of Complaint
You have raised what you see as serious concerns about the charity, and
you have provided the Commission with the appropriate details. Despite
this, the Commission has advised you that it will not intervene, and told
you that the charity has its own complaints procedure which you should
use. You would now like the panel to decide whether the Commission's
position - of non intervention - is reasonable; legitimate; proportionate
and consistent with its own procedures, given the circumstances that you
have set out, and the evidence that you have provided.

The complaint will now be considered at the next available panel-sitting.

Yours sincerely

David Wiggins
Customer Service Manager

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Susanna Griffiths

Dear Dave Wiggins ,

Thank you for you reply. Kindly add the following comments at next available panel-sitting.

You state: Despite this, the Commission has advised you that it will not intervene, and told you that the charity has its own complaints procedure which you should use.

CAB are being totally evasive and are refusing to investigate my two complaints using their own complaints procedure. This is inexcusable conduct and is clearly indicative of a feeble cover up over the appalling conduct of RCT CAB and the lack of professionalism discovered there.

It seems to be to be rather foolish of CAB when they refuse to use their own complainants procedure in order to get to the heart of the matter. And when when they do, as in the case of the local charities Chair Alun Williams, they deliberately fuddled it over in an attempt to be deceptive over the deplorable, inexcusable conduct of Ms Julie Evans.

What is so difficult in serving veracity and putting the facts in the open?

Yours sincerely,

Susanna Griffiths

Susanna Griffiths

Dear Dave Wiggins ,

by law, the authority should normally have responded promptly and by 9 February However I will wait until the commission board sits.

Yours sincerely,

Susanna Griffiths

Susanna Griffiths

Dear Charity Commission for England and Wales,

Att David Wiggins.

Please take a look at this diatribe sent by Alun Williams. There must be a village out there somewhere defunct of its idiot. I have sent my reply direct, its there for all to see. Kindly ask his for a copy, however it will be placed in the public domain in due course.

Clearly this man is befuddled and does not have a clue about anything other nepotism.

Sincerely Susanna Griffiths

Old Library, Duffryn Road, Mountain Ash, CF45 4DA
Telephone: 01443 472103 Fax: 01443 473389
Yr Hen Lyfrgell, Fordd Dyffryn, Aberpennar, CF45 4DA
Ffôn: 01443 472103 Ffâcs: 01443 473389
e-mail /e-bost: [email address]

11 February 2010

Citizens Advice have passed me your email to them of 25 January. For the avoidance of any doubt, please let me re-state the following for you.

We have no medical record for you from 2002.

Your Spanish medical report was sent at your request.

What may have happened at the DWP with your records is not for us to comment upon.

We did not agree to follow your ‘instructions’ to act for you in pursuing them on that issue – that remains the position. This is what you appear to refer to as your ‘justified complaint’. That complaint is again rejected.

It was your decision to instruct the Tribunal that we were no longer your representatives prior to its taking place.

You have made disparaging and insulting remarks on the quality of advice, ability and actions of our advisers, our manager and myself which are rejected.

In your emails you have called for the full complaints procedure to take place, but that you may contemplate legal action if you remain unsatisfied as to the outcome of the complaints that you have made.

We have told you that this and the very strong allegations made in your email traffic constitute, by any analysis, a formal claim against the bureau, and that where a formal claim exists the complaints procedure cannot operate and will not continue. That remains our position. It would be the same at any other CAB. You refuse to accept this – that is your privilege – but your refusal does not alter our approach in this matter.

Any and all claims you make against the bureau will be fully and robustly denied, and we may well look to you for the reimbursement of any costs that we might incur in this respect.

We will not be responding to any emails and correspondence from other parties alleging complaints of what they perceive to be our actions towards yourself.

We will not advise you further on any matter at all in the future. Your letters and comments about the bureau and its advisers have placed us in a position of conflict of interest if we were to do so.

Your file has been archived, as previously detailed, and the bureau considers the matter closed.

Yours sincerely,

Alan Williams

Alan Williams
Bureau Chairman

Charity registration number 256111 Rhif cofrestru elusen
Company limited by guarantee registered number 4318034 Cwmni cyfyngedig drwy warant rhif cofrestredig

Yours faithfully,

Susanna Griffiths

Web Enquiries, Charity Commission for England and Wales

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/...

Diolch am eich e-bost i*r Comisiwn Elusennau.

Rydym yn anelu at ymateb yn llawn o fewn pymtheg diwrnod gwaith o dderbyn
eich e-bost.

Hwn yw*r un targed ac ymateb i lythyron ond mae Comisiwn Elusennau
Uniongyrchol fel arfer yn ymateb i e-byst o fewn pum diwrnod gwaith, ble
does yna ddim angen cyfeirio at un o*n timau gweithredol arbenigol.

Os na fedrwn roi ymateb llawn o fewn pymtheg diwrnod, fe wnawn gysylltu â
chi i esbonio pam, gan nodi pryd y byddwn yn medru ymateb yn llawn. Fe
fyddwn hefyd yn rhoi gwybod enw a rhif uniongyrchol y person sy*n delio
gyda*ch ymholiad.

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
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References

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Liam Carroll, Charity Commission for England and Wales

Dear Ms Griffiths
Pontypridd (Taff Ely and Rhonnda) Citizens Advice Bureau (1074801)
Further to my colleague Mr Wiggins email, dated 7 February, I am writing
to introduce myself as the officer who will be dealing with your
complaint. I am now preparing your case to be considered by the outcome
review panel when it next meets on 31 March.

Should you have any queries or wish to discuss any part of the process
please do contact me.
Kind regards
Liam Carroll (01823 345412)
Customer Service Manager

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Susanna Griffiths

Dear Liam Carroll ,

Thank you for your letter. I am returning to the UK next week. Once there I intend to issue proceedings against RCT CAB.

This matter has gone way too far now in view of the fact that all that has ever been required is an honest answer to a very simple question: the question being. why did Ms Evens fail in her duties to make the submission that she herself undertook to make.

I am not concerned over how Alan Williams wants to embellish the matter, nor over his obvious deception and failure to follow the CAB complaints procedure. Let him answer to the courts QED.

The costs incurred to date in covering up this simple question by RCT CAB most be accumulating and are not in the public's best interest.

Yours sincerely,

Susanna Griffiths

Susanna Griffiths

Dear Liam Carroll ,

by law, under all circumstances, the authority should have responded by now and not at your leisure. None are above the law.

Yours sincerely,

Susanna Griffiths

Carroll, Liam, Charity Commission for England and Wales

Dear Ms Griffiths

Pontypridd (Taff Ely and Rhonnda) Citizens Advice Bureau (1074801)

Thank you for your email. The panel did discuss your case, amongst others,
at its meeting today (31 March). The minutes are currently being drafted
and once they have been finalised I will be able to write to let you know
the outcome.

We aim to respond within 12 working days, but I am hopeful that I should
be able to get back to you sooner than this.

Yours sincerely

Liam Carroll

Customer Service Manager

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Susanna Griffiths

Dear Carroll, Liam,
I will accept this on the understanding that you are fully aware of your breach of the FOI Act 2000.

Yours sincerely,

Susanna Griffiths

Carroll, Liam, Charity Commission for England and Wales

Dear Ms Griffiths

Pontypridd (Tarf Ely and Rhondda) Citizens Advice Bureau (4050246)

The Commission***s Outcome Review Panel considered your case at its
meeting on 31 March and I am writing to let you know the panel***s
conclusions.

I would, though, like to take a moment to clarify how this matter has been
dealt with. I see that you have made several references in your emails to
the Freedom of Information Act (the Act) and the need for the Commission
to respond in accordance with this. We have arranged for your complaint
to be assessed within our complaints process, but this is a separate
process and not subject to the same timescales as requests made for
information under the Act.

Having looked at the case papers I am unaware of any outstanding requests
for information, or that the Commission has failed to meet any requests.
If you do wish to make a request under the Act then you need to be clear
as to what information it is you would like to receive, which will enable
the Commission to assess whether it can be provided.

Turning to the complaint that you have made I think it may be useful to
initially explain the role of the panel. It was made up of three
experienced members of Commission staff whose remit was to decide whether
the conduct and outcome of the case was reasonable, that the process
followed and the arguments presented were legitimate, and that the
approach was consistent and proportionate in the circumstances. The aim of
the panel was to reach a conclusion on the outcome of the original case,
and determine whether or not it might be necessary to pass any
recommendations back to the business for them to action.

With this in mind the panel turned to the complaint that you had put
forward.

It was evident that you had contacted the Commission to express your
dissatisfaction with the way that the charity had handled a complaint that
you had made about a service that it had provided. You felt that the
charity had failed to deal with this appropriately within its internal
complaints process and this, you felt, was a matter that the Commission
should take up with the charity.

The panel were firmly of the view that you were asking for something from
the Commission that it could not give you. How a charity administers its
complaints procedure is outside the Commission***s jurisdiction. It is an
internal process and how it has been established and operates is at the
discretion of the trustees. The Commission does advise charities that it
is best practice to have an internal complaints process, especially for
those charities involved in a high level of service delivery, but the
operation of this procedure is the responsibility of the trustees.

The panel agreed that this had been explained to you and that the
Commission had been correct not to change its approach. I hope you will
understand that the Commission simply cannot involve itself in a matter
that is outside its remit. Other than this the panel could not see any
other concerns that required its attention.

On a separate note I want to stress that the panel were unhappy with the
comments that you had made about the case officer in your email dated 27
January. These comments, which added nothing to your complaint, were of a
personal nature and completely inappropriate. The panel were disappointed
that you had written to a Commission officer in such a manner.

Outcome

The outcome had been correct. There was no role for the Commission. This
was a matter for the charity, outside the Commission***s jurisdiction, and
you had been informed of this.

I hope that this letter has provided you with the reassurance that the
Outcome Review Panel considered your complaint very carefully, and that
you can understand the basis for its conclusion. You have now completed
the process available for the consideration of your complaint.

Kind regards

Liam Carroll

Customer Service Manager [1][email address]

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Susanna Griffiths

Dear Carroll, Liam,

As expected more rubbish and a failure to ensure that issues are dealt with properly in the best public interest.

All comment made are full justifies as the smug arrogance encountered is not, will not now, or in the future be acceptable to the public.

It was inevitable to me that this would be the reply I would get as the attitude all along as been to protect a negligent CAB office. However its has been necessary to go through the full motions as now these issues can proceed to a court hearing in due course.

The one thing that has also become apparent and that is in the CAB there are far too many people taking public money under false pretences.

IN THE BEST PUBLIC INTEREST I INTEND TO EXPOSE THIS FRAUD.

Yours sincerely,

Susanna Griffiths

Oysterman (Account suspended) left an annotation ()

I can concur with your treatment. There is far worse from the CAB, infect there is a full scale human rights investigation named "Operation Oyster" being executed against them. I for one am part of the team, we have infiltrated many issues from the CAB and secured evidence you would not believe, which of course, will be shown in due course.

If you wish to get involved please contact me or leave a message on one of my CAB requests.

Thank you.

P.S look up X-V-Middle Sussex CAB which is a case being heard against CAB at HM Supreem Court Of The United Kingdom.

X was a member of staff told to leave simply for having HIV.

The case will be heard on 31st Oct - 1st Nov 2012 and can be veiwed on the courts website.

Also note that HM Equality & Human Rights Commission are prosecuting the CAB.

It's not a matter of if but when this organisation answers for it's human rights offences.