Annual Complaints Report
Download the Annual Complaints Report 2023/24
Misleading fundraising was the most complained about theme for the third year in a row
Misleading fundraising and misleading information continues to be the most complained about theme in the complaints that the regulator receive and is a common cause for complaints across different types of fundraising. It has been the single most complained about theme for the past three years in a row. As in previous years, these complaints highlight the need for clear, considered wording in materials and scripts.
Door-to-door fundraising continues to receive high levels of complaints
Door-to-door fundraising has continued to be one of the more complained about fundraising methods to the regulator and sample charities. Complaints about door-to-door fundraising included concerns that vulnerable members of the public were being targeted; the legitimacy of the door-to-door fundraisers; and the time of day that fundraisers were knocking on doors. Agency use of subcontractors and sub-subcontractors can make it more challenging for charities to retain appropriate oversight and control of compliance with the relevant standards.
Community interest companies (CICs) became a concern for the public
We have seen new issues arise from fundraising by community interest companies (CICs), who have less regulation than registered charities. This year we have seen a growing number of complaints about fundraising by CICs to the regulator. These have come from members of the public, charity fundraisers, local authorities and the police. The concerns have mainly related to negative fundraiser behaviour, pressure to donate, licences and permissions, and misleading fundraising.
Self-reports increased by 36%
We had 26 self-reports submitted to us in 2023/24, an increase of 37% from the 19 organisations that submitted self-reports to us in 2022/23. We opened investigations into two self-reports, which related to separate media articles regarding door-to-door fundraising. For most self-reports, the organisations had taken appropriate action to resolve their issues before contacting us. For others, we were able to offer advice and have constructive conversations with the organisations. The themes of some of these self-reports included handling personal data, fundraising governance, potential fraud and donors in vulnerable circumstances.
“Our Annual Complaints Report this year shows that the main causes of complaints to both us and to the largest fundraising charities are mostly the same as in previous years, with misleading information a major source of complaints for the regulator.
"Door-to-door fundraising continues to receive a high number of complaints. This matches what we have seen through our research into the public’s perception of different fundraising methods and our market inquiry into face-to-face fundraising which have showed that door-to-door fundraising remains unpopular. The report highlights the need for those engaged in charitable fundraising to monitor their fundraisers’ behaviour, particularly that subcontracted to agencies, and investigate any complaints made promptly.
"The report also discusses the emergence of a significant number of complaints related to a few CICs. Poor practice by some CICs not only puts the public at risk it also threatens the reputation of charitable fundraising more generally. We will continue to work with other authorities and regulators to ensure that CICs are aware of and comply with the Code of Fundraising Practice.”
Jenny Williams, Chair of the Fundraising Regulator’s Complaints and Investigations Committee
Copies of other historic reports are available on request, please contact us with any general enquiries at admin@fundraisingregulator.org.uk.