Complaints raised against Rhondda Cynon Taff Citizens Advice Bureau

The request was successful.

Dear Charity Commission for England and Wales,

I hear by ask for the following details under HM Freedom Of Information Act 2000

Please may the commission supply:

A) A full statistical count of all complaints referred to the commission by any persons against Rhondda Cynon Taff Citizens Advise Bureau from 2002-2012.

B) All information on these complaints (if any) that the public are entitled to know by law.

Thank you.

Oysterman.

Enquiries, Charity Commission for England and Wales

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Fe geith eich e-bost eu hasesu. Os rydym yn teimlo bod y materion ddim yn
disgyn o fewn ein hawdurdod rheoli efallai ni chewch ateb gennym. Er
hynny, os yw’r mater o fewn ein hawdurdod rheoli rydym yn anelu at roi
ateb i chwi o fewn pymtheg diwrnod gwaith o’i dderbyn. Peidiwch ag anfon
fersiwn bapur oni bai ein bod yn gofyn amdano os gwelwch yn dda.

Yn aml y ffordd gyflymach i ateb eich cwestiynau yw drwy edrych ar ein
gwefan [3]www.charitycommission.gov.uk. Gallwch hefyd weld fersiwn Gymraeg
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Business Assurance FOI, Charity Commission for England and Wales

Dear Oysterman

 

Thank you for your email requesting an internal review following Mr Steve
Grenfell’s response sent to you on the 12 October 2012.  We have since
received further emails from you and I should be grateful if you can
please confirm the following:-

 

1. Do you wish to withdraw your request for a internal review?

 

2. Do you wish the Commission to supply you with the following
information?
     
     A) A full statistical count of all complaints referred to the
     commission by any persons against Rhondda Cynon Taff Citizens
     Advise Bureau from 2002-2012.
    
     B) All information on these complaints (if any) that the public are
     entitled to know by law. 

3.  Do you wish the Commission to supply you with the following
information?-  

 

 A) A full statistical count of all complaints referred to the
     commission by any persons against mid Sussex citizens advice bureau
     from 2002-2012.
    
     B) All information on these complaints (if any) that the public are
     entitled to know by law.

 

I look forward to receiving your response

 

Kind regards

Ann Marshalsea
Business Assurance Administrator

 

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Dear Business Assurance FOI,

I can confirm I withdrew my request for an internal review and now wish both my FOI requests concerning Middle Sussex CAB and Rhondda Cynon Taff CAB are proceed with.

Thank you,

Oysterman

Carroll, Liam, Charity Commission for England and Wales

Dear Oysterman

 

Thank you for your recent emails. I am sorry that I could not respond
sooner. I see that you have requested certain information and I have taken
this to be a request for information under the provisions of the Freedom
of Information Act 2000.

 

You have sent the same request relating to two different charities – The
Mid Sussex Citizens Advice Bureau and Rhondda Cynon Taff Citizens Advice
Bureau. 

 

I understand that you would like

 

A)    A full statistical count of all the complaints referred to the
Commission by any persons against these charities from 2002 – 2012.

B)    All information on these complaints (if any) that the public are
entitled to know by law.

 

I will provide a response to both of these requests with this reply. As
you have provided different references under whatdotheyknow.com I have
also sent this reply to each of them.

 

The Act imposes a duty, set out in section 1 (1) (a) to confirm or deny
whether we hold information of the description specified in your request.
In this instance I can confirm that we do hold information in respect of
the requests that you have made.  I should initially explain that the
Commission does not keep a full statistical count of the number of
complaints that it receives about individual charities. When we receive a
written complaint it is usual for us to open a case and record that we
have received a complaint either about the Commission or about a charity.
We do not, however, keep a running total of the number of complaints we
have had for each charity.

 

What I can do is look at the information we hold in respect of the
specific charities you have mentioned to see whether we have opened any
cases of this nature. From this I can see whether there have been any such
cases and, if possible, to provide you with details.

 

Looking at The Mid Sussex CAB our records show that we have opened one
case of this nature in 2009. This was a complaint from a member of the
public about the level of service that they had received from the CAB when
raising concerns regarding an insurance company.  It appears that the CAB
dealt with the complaint in accordance with its internal process. The
Commission was satisfied that the CAB dealt with the matter accordingly
and confirmed that it would not become involved as it was a matter for the
charity’s internal administration. It was also pointed out that the
Commission had no authority over the non charitable insurance company.

 

Turning to the Rhondda Cynon Taff CAB, here our records show that there
are two cases of this nature (2011). They are both from the same member of
the public, who initially raised a complaint about the charity and then,
later, about the service provided by the Commission in respect of the
response that they had received.

 

The individual had contacted the Commission to express their
dissatisfaction with the way that the charity had handled a complaint that
they had made about a service that it had provided (that the charity had
not made a submission to a tribunal). They felt that the charity had
failed to deal with this appropriately within its internal complaints
process and that the Commission should take this up with the charity.

The Commission did not contact the charity on the basis that the operation
of its internal complaints procedure did not fall within its jurisdiction.
A complaint was then made about the actions of the Commission (the second
case). This was considered under the Commission’s internal complaints
procedure which agreed with the decision not to take any further action.

In short the complaints against both of these charities were about their
complaints procedures. In both cases the Commission did not feel that it
had a role. 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.

I hope that this is sufficient for your needs. However should I have
misunderstood your requests in any way please do let me know.

Regards

Liam Carroll

Complaints and FOI Manager

 

 

 

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Dear Charity Commission for England and Wales,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Charity Commission for England and Wales's handling of my FOI request 'Complaints raised against Rhondda Cynon Taff Citizens Advice Bureau'.

I ask that the public are given all documentation regarding the issue of Mid Sussex CAB. I do not seek the name of the complainent nor any personal indentifiers.

Thank you.

Oysterman

A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.whatdotheyknow.com/request/co...

Yours faithfully,

Oysterman

Enquiries, Charity Commission for England and Wales

Your e-mail will now be assessed. If we feel that the issues do not fall
within our regulatory remit you may not receive a response from us.
However, if the issues raised fall within our regulatory remit we will aim
to respond to you within fifteen working days from receipt. Please do not
send us a paper version unless we have specifically requested this.

Very often the fastest way to answer your enquiries will be to look at the
frequent questions and guidance on our website
[1]www.charitycommission.gov.uk. You can also view the Welsh version of
our website by clicking on 'Cymraeg' in the top right-hand corner of our
home page.

Are you following us on Twitter? Get short, timely messages from Charity
Commission. Twitter is a rich source of instantly updated information.
It's easy to stay updated on an incredibly wide  variety of topics. Go to
<[2]http://twitter.com/chtycommission> and sign up.

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

Fe geith eich e-bost eu hasesu. Os rydym yn teimlo bod y materion ddim yn
disgyn o fewn ein hawdurdod rheoli efallai ni chewch ateb gennym. Er
hynny, os yw’r mater o fewn ein hawdurdod rheoli rydym yn anelu at roi
ateb i chwi o fewn pymtheg diwrnod gwaith o’i dderbyn. Peidiwch ag anfon
fersiwn bapur oni bai ein bod yn gofyn amdano os gwelwch yn dda.

Yn aml y ffordd gyflymach i ateb eich cwestiynau yw drwy edrych ar ein
gwefan [3]www.charitycommission.gov.uk. Gallwch hefyd weld fersiwn Gymraeg
o'n gwefan gan glicio 'Cymraeg' sydd wedi ei leoli i'r dde ar frig y
dudalen cartref.

A ydych yn ein dilyn ar Twitter? Cewch negeseuon amserol a byr gan y
Comisiwn Elusennau. Mae Twitter yn ffynhonnell o wybodaeth sy'n diweddaru
ar unwaith. Mae'n hawdd i gadw eich hun yn ddiweddar gyda amrywiaeth eang
o bynciau. Ewch i <[4]http://twitter.com/chtycommission> i gofrestru.

Ystyriwch yr amgylchedd. Peidiwch â printio'r e-bost yma oni bai fod gwir
ei hangen os gwelwch yn dda.

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.

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delete
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Litigation & Review, Charity Commission for England and Wales

Dear Oysterman

Review of the Commission's response to your request(s) for information
under the Freedom of Information Act 2000

Thank you for your email which we received on 17 November 2012 in which
you asked the Commission to review its decision not to supply some or all
of the information you requested under the Freedom of Information Act
2000.

The review will be conducted by a Commission lawyer, Tony George, who will
consider your request for information afresh.  The review will consider
whether our original response was correct in the circumstances and whether
there are any factors that now enable us to release the information you
have requested, either in full or in part.  Further information about our
decision review service can be found on our website using the following
link:

[1]www.charity-commission.gov.uk/Library/about_us/decision_review.pdf  

We aim to complete reviews of Freedom of Information decisions within 20
working days, unless there are exceptional circumstances.  In this case,
we aim to complete our review and issue a response to you by 14 December
2012.  However, we will contact you again if this timescale is likely to
change.

I trust you will find the attached information helpful, but if you have
any questions about the review, please do contact me.

Yours sincerely

Kait White

Litigation and Review Team

Charity Commission

 

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Becky Bbear left an annotation ()

Oysterman - Sorry, but your kind of missing the point here.

The Commission have already told you they don't hold any information on the case of 'X' v Mid-Sussex CAB - because they weren't involved at any stage, the matter wasn't one of the complaints raised with them it went before the Courts instead.

There isn't anything for them to review - they don't hold that particular information, the Court does.

Becky

Oysterman (Account suspended) left an annotation ()

' Looking at The Mid Sussex CAB our records show that we have opened one case of this nature in 2009. This was a complaint from a member of the public about the level of service that they had received from the CAB when raising concerns regarding an insurance company. '

Dear Litigation & Review,

In regards my request for a review, I would specifically like to highlight that the follow information is the information I believe should be realised along with all evidence/supporting documents or commission assessments regarding it:

' Looking at The Mid Sussex CAB our records show that we have opened one case of this nature in 2009. This was a complaint from a member of the public about the level of service that they had received from the CAB when raising concerns regarding an insurance company. '

I do not wish to know who the complainant was or any information that would contravene HM Data Protection Act of 1998.

Thank you.

Oysterman

Becky Bbear left an annotation ()

Oysterman - Sorry, I didn't realise the case of 'X' involved an insurance company.

Becky

Oysterman (Account suspended) left an annotation ()

X does not involve an insurance company, it is a confusion I have not clarified, my fault. Yes there is X v Mid Sussex CAB and then there seems to be this case in the same CAB but I dont think there related other than poor managment.

Dear Litigation & Review,

Please not it seems I may not have received due response to my review as requested. If it has not be supplied I ask that it is.

Thank you

Oysterman

CharityTribunalTeam, Charity Commission for England and Wales

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resend your original email to the following email address:-
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Thank you for your co-operation.

Very often the fastest way to answer your enquiries will be to look at the
frequent questions and guidance on our website
[1]www.charitycommission.gov.uk. You can also view the Welsh version of
our website by clicking on 'Cymraeg' in the top right-hand corner of our
home page.

Nid yw’r cyfeiriad e-bost yma yn cael ei ddefnyddio, na ei fonitro.
Anfonwch eich e-bost gwreiddiol i’r cyfeiriad canlynol:-
litigationandreview @charitycommission.gsi.gov.uk 

Diolch am eich cydweithrediad.

Yn aml y ffordd gyflymach i ateb eich cwestiynau yw drwy edrych ar ein
gwefan [2]www.charitycommission.gov.uk. Gallwch hefyd weld fersiwn
Gymraeg o’n gwefan gan glicio ‘Cymraeg’ sydd wedi ei leoli i’r dde ar frig
y dudalen cartref.

This email and any files transmitted with it are confidential and intended
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Oysterman (Account suspended) left an annotation ()

The review was conducted and response issued by Tony George at:

http://www.whatdotheyknow.com/request/co...

Therefore I deem this FOI request successful.