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A complaint about fundraising by text message: Mr G

The complaint

After complaining to a charity about unwanted emails in 2015, Mr G then received unwanted fundraising text messages from them in 2016.

Our findings

We found that the charity sent Mr G unsolicited text messages despite his complaining previously.

The charity's text messages also breached the Code of Fundraising Practice by not including an opt-out for future messages.

Our recommendations

We recommended that the charity review their process to ensure that they have consent to contact individuals and that their consent has been recorded.

We also recommended that the charity review their processes for dealing with requests to remove an individual's details from their database to ensure requests are being followed through and review the most recent version of the Code to ensure that they are aware of, and compliant with, the requirements set out in that document

Mr G requested no further contact from the charity so we did not ask them to apologise to him.

The charity accepted our findings and recommendations.