Policy paper

Charity Commission unacceptable customer behaviour policy and procedure

The steps we take to identify, manage and resolve unacceptable customer behaviour.

Applies to England and Wales



The Charity Commission is committed to providing a quality service to all our customers, and we follow the Regulators’ Code. In return, we expect everyone who comes into contact with our staff to treat them with respect.

This policy means we can manage unacceptable customer behaviour consistently and fairly. It sets out clearly what we consider to be unacceptable and the steps we may take to deal with such behaviour. It applies to everyone who accesses our services to help us protect staff from abuse and harm.

Published 27 April 2022