In 2023, the Fundraising Regulator ran a survey to help identify whether we could improve our reporting on fundraising complaints data from charities.
After analysing the findings from the survey – which received over 450 responses – we made the decision to pause collecting data from charities for part two of our Annual Complaints Report (ACR) for around two years.
We know how important it is that our reporting on fundraising complaints from charities remains relevant, accessible, and insightful, so we took a deep dive into possible improvements. After exploring options, we’ve developed a new approach that will widen participation, deepen insights, and better reflect the sector’s needs. This new approach will also include separating our reporting on fundraising complaints from charities from our analysis of complaints we receive from the public for part one of the ACR.
A more inclusive approach to data collection
Until now, part two of the ACR has largely focused on a small number of large fundraising charities. While this has provided valuable insights, we know the sector would appreciate learning about a more diverse range of experience. Our new research model will seek to expand participation in data collection, making sure that charities of all sizes -including small and medium-sized organisations - can contribute.
We know that involvement needs to be straightforward and manageable, so we’re designing the new approach with accessibility in mind. This will give more charities the chance to compare their fundraising activity and identify opportunities for strengthening their practices.
Improving the presentation of data
Beyond expanding participation, we are committed to presenting the findings in a more accessible, user-friendly, and interactive format for the sector. Our aim is for fundraisers to be able to more easily engage with the data, explore trends, and gain clear, practical takeaways.
Our hope is that the new approach won’t just benefit charities – it will also benefit donors by helping to make sure fundraising standards remain high and transparent. It will also support the Fundraising Regulator in identifying areas where additional guidance and support can be developed.
What’s next?
The response from charities involved in part two of the ACR has been overwhelmingly positive, and we greatly appreciate their commitment, transparency, and willingness to learn over the years. We hope these same organisations - and many new ones - will continue to take part in the new research as we roll it out in 2026. Participation will of course continue to be voluntary, and we want to make sure it delivers real value to charities. Our aim is to create an engaging, meaningful research process that helps the fundraising sector thrive.
In the coming months, we’ll be seeking a research partner to help carry out this work. By late 2025, we expect to provide more details on how charities can get involved. In the meantime, our annual reporting on complaints received by the Fundraising Regulator (part one of the ACR) will continue as before.