Changes To The Way The UK Fundraising Regulator Reports On Complaints Data From Charities – Charities & Non-Profits

The Fundraising Regulator announced on 20 February 2024 that it
would pause publication of complaints data for 2025 and 2026.

The Regulator’s objective is to improve the way it shares
complaints data with the charity sector following feedback it
received in a July 2023 survey on fundraising complaints. The
survey welcomed feedback from charities and others. After reviewing
the responses, the Fundraising Regulator has decided that it would
use the 2025/2026 break to focus on the following objectives:

Increasing the sample size of charities

The purpose of the Annual Complaints Report is to share
information about complaints as reported by a sample of the
UK’s largest fundraising charities. However, in the July 2023 survey, a majority of respondents
recommended an increase in the sample size to include small, medium
and large charities so the report more accurately represents the
charity sector. At present, data is only collected from a sample of
58 large fundraising charities.

Accessibility and relevance of data

A second objective is to make the report more accessible,
relevant and engaging for charities. One suggestion in the survey
was that the Fundraising Regulator could provide analysis and
summaries for different audiences (such as trustees) and in a more
interactive format (in diagrams for instance). Survey respondents
also asked for greater clarity on the kinds of online activities
that should be reported as complaints.

What your charity should be doing now

In its announcement that it would pause publication of part two
of the Annual Complaints Report, the Fundraising Regulator reminds
charities that they should ”continue to collect and
monitor their own complaints data, and continually strive to
achieve best practice in fundraising.” Charities with an
income of over £1 million are also reminded that they are
legally required to provide statements on their fundraising
activities in their annual report.

The content of this article is intended to provide a general
guide to the subject matter. Specialist advice should be sought
about your specific circumstances.