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A complaint about telephone fundraising: Mrs C

The complaint

After cancelling his regular donation to a charity, Mr C kept getting telephone fundraising calls from them – despite telling them he didn’t want to hear from them again.

Our findings

We found that the charity should have removed Mr C from its records and should not have contacted him.

We also found that the charity’s agents did not always behave appropriately when telephoning Mr C.

Our recommendations

We recommended that the charity review the system it had in place for recording donor consent.

We also recommended that the charity review its telephone campaign selection processes to identify whether risk of human error could be reduced

The charity accepted our findings and recommendations.