Fundraising by a few community interest companies (CICs) generated 12% of the complaints, data published today by the Fundraising Regulator reveals.
In the last year, 54 out of the 455 complaints the regulator received were about a small number of CICs. Concerns mostly related to negative fundraiser behaviour, pressure to donate, inadequate licences and permissions, and misleading fundraising practices.
The new data was published in the Fundraising Regulator’s latest Annual Complaints Report, covering the period from 1 April 2023 to 31 March 2024. The report analyses both complaints made to the regulator directly from members of the public and fundraising complaints received by 53 of the UK’s largest fundraising charities.
Misleading information remained the top reason why complaints were made to the regulator, comprising 15% of complaints, with digital fundraising seeing the most complaints about misleading information. The methods most complained about to the regulator remain consistent with previous years, including charity and clothing bags, addressed mail, and digital marketing.
The report also shows that door-to-door fundraising continues to receive a high level of complaints both to the regulator and to the largest fundraising charities. This method makes up 22% of all complaints reported by the sample charities this year. Door-to-door has been in the top five most complained about fundraising methods to the sample charities the past four years running and has increased since the COVID-19 pandemic.
After door-to-door, fundraising by addressed mail received the next highest number of complaints to the sample charities, followed by challenge and sponsorship events.
Jenny Williams, Chair of the Complaints and Investigations Committee, said:
“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.”