More than one-third of complaints against the Charity Commission were found to be justified in some way – up from one-fifth last year.
According to the regulator’s Annual Complaints Review, 66 per cent of complaints were found fully in the Commission’s favour, down from 81 per cent the previous year.
Overall the number of stage one complaints also increased from 113 in 2012/13 to 152 in 2013/14 - more than one third.
However the number of complaints that were escalated to stage two - where the complainant remains unsatisfied after the Commission's initial investigation - fell from 57 to 53.
The Commission suggests that this could be explained by more accurate recording at stage one, after it noted that there had been under-reporting in last year’s report.
“The increase this year might, therefore, simply be a reflection of the increased staff awareness of the importance of using the formal complaints process, where appropriate,” the report said.
The Commission fell short of its aim to complete stage two reviews in 20 working days in 55 per cent of cases. It says this is because the three people responsible for carrying out the reviews also work on Freedom of Information requests where there is a statutory target of 20 working days.
As such the Commission has revised its target and now aims to complete stage two reviews within 30 days, in 90 per cent of cases.