Annual Complaints Report
Door-to-door fundraising complaints saw the largest increase
As charities returned to door-to-door fundraising post-pandemic, for the first time this method generated more complaints than any other method both to the regulator and charities, making up over a fifth of all complaints received to the reporting charities. Agency use of subcontractors and sub-subcontractors may also make it more challenging for charities to retain appropriate oversight and control of compliance with the relevant standards.
Marketing activity saw a significant amount of complaints
Fraud remains a significant risk for charities and donors
Fraudsters are becoming increasingly sophisticated with their methods, and the blurred boundaries of what is genuine and what is false may influence public perceptions of fundraising. Charities can mitigate complaints about fraud by following good fraud-prevention practices, making sure fundraisers and materials are recognisable as legitimate, and making it easy for donors to verify information about charities’ fundraising activity to see if it is legitimate. This can help donors to give with confidence.
Complaints to the regulator increased slightly
“This year’s Annual Complaints Report sees a continuation of themes that have been established in previous reporting periods, but importantly marked the first time that door-to-door fundraising generated more complaints than any other method.
“It is therefore important for charities to remain vigilant and ensure sufficient care is taken to make sure all fundraising, particularly methods that engage directly with the public, especially those who are potentially vulnerable, is fully compliant with the Code of Fundraising Practice.
“We will continue to work closely with charities to help ensure they have the guidance and tools they need to fundraise responsibly.”
Jenny Williams, Chair of the Fundraising Regulator’s Complaints and Investigations Committee