Online fundraising tops complaints list during pandemic

[WHILE THE ONLINE WORLD was widely embraced across the board by the UK during the pandemic, a flipside of the coin was revealed by the Fundraising Regulator’s latest Annual Complaints Report. Online fundraising was the most complained about method of fundraising during the height of the pandemic. It was the first time in four years that online fundraising has been the most complained about method reported by the sample charities.

From 1 April 2020 to 31 March this year, 56 of the UK’s largest fundraising charities reported 5,836 complaints about online fundraising to the Fundraising Regulator, which is a 252% increase on the figure reported in the previous year. Online fundraising methods include social media, charity websites and advertising banners.

The regulator points out that, despite the increase in complaints, the number reported by charities about online fundraising is relatively small when compared with the level of activity carried out. The report finds that one in 1,886,192 impressions received a complaint.

Over the same period, the Fundraising Regulator received 84 complaints directly from members of the public about digital fundraising methods, which is an increase from the 56 complaints it received last year.

The increase in online and digital fundraising complaints aligns with how charitable fundraising activity shifted during the pandemic. When restrictions on person-to-person contact were put in place, many charities increased their use of online fundraising, while public fundraising methods, such as events fundraising, street fundraising and door-to-door fundraising were paused.

Other methods of fundraising reported by charities as receiving a high number of complaints were addressed mail, with 3,687 complaints, and corporate fundraising, with 2,504 complaints. Those were the second and third most complained about methods respectively.

The report also finds that the total number of complaints received by the sample charities was down during the pandemic. In 2021, 17,800 complaints were received by the charities: down by 4% on last year’s figure. That decline is mirrored by the complaints about charitable fundraising reported by the Fundraising Regulator itself: it closed 362 complaints during 2020/21, which is down slightly on the 368 the previous year.

For the third year in a row, charity bags were the most complained about method of fundraising received by the regulator directly. The second most complained about method was digital and the third was addressed mail.

The most common cause of complaint across all fundraising methods was misleading information – which could involve unclear claims about why donations are needed or how they will be spent, or a failure to present information that allows the donor to make an informed decision.

The Fundraising Reguator’s chief executive Gerald Oppenheim explained: “The Annual Complaints Report provides us with a really important overview of how the fundraising landscape has changed over the past year. This report is an early indicator of the impact of the pandemic on the charity sector and it is a vital tool to help us understand where the sector needs to improve its fundraising practices.

“It is encouraging to see that the overall number of complaints about charitable fundraising continued to decline during the pandemic, which shows that good fundraising practice has prevailed at a time of unprecedented challenges for the sector.

“We will continue to work closely with charities to support them in some of the areas the report has identified – particularly in relation to online fundraising – and make sure both charities and the public are equipped with the tools to fundraise and donate safely.”q

[ESTABLISHED IN 2001, the Suffolk Owl Sanctuary – known, appropriately, as S.O.S. – operates a comprehensive facility for the rescue, care and rehabilitation of owls across East Anglia. It also promotes the need for the conservation of endangered owl species throughout the UK with its Saving Britain's Owls initiative.

The S.O.S. owl and raptor hospital at Stonham Aspal is unique in the region. It is specially equipped for the care and treatment of the many injured wild owls and other birds of prey it receives every year as a result of road traffic accidents, mishaps, starvation, trauma, disease, poisoning and sometimes even shooting or trapping.

Many of the birds can be given a recuperative, short-term pick-me-up before being re-released into the wild. Those that are more seriously injured but stand a chance of recovery are given medical aid and/or surgery, as determined by their vet. The birds are then allowed space and time to fully recuperate in one of the secluded recovery aviaries, before being carefully returned to the wild.

S.O.S. is regenerating its wild owl nest box scheme that includes building, locating and curating long-lasting, environmentally-friendly nest boxes in appropriate locations to replace the gradual erosion of natural nesting sites.

S.O.S. is funded purely by donations, and as a small charity the legacies it receives play an important role in enabling it to continue developing its resources in the interests of conserving owl and other bird of prey wildlife in the UK. q

[ONE IN SIX PEOPLE in the UK has a neurological disorder: that amounts to 16.5 million mothers, fathers, sons, daughters, friends and colleagues – more than those affected by coronary heart disease, cancer and diabetes combined. It might be there from birth, be due to a slowly developing illness or the result of a brain injury.

The charity dedicated to raising funds to advance treatments and research at the National Hospital for Neurology & Neurosurgery and the Institute of Neurology – together known as Queen Square – is The National Brain Appeal.

The driving force behind the charity’s work is the aim to improve the outcome and quality of life for everyone affected by a neurological condition. They include brain tumours, stroke, epilepsy, dementias, MS, motor neurone disease and Parkinson’s disease: all of which have no cure as yet. They look to achieve that vision by funding state-of-the-art equipment, major building programmes and life-saving research – over and above what the NHS can provide.

Legacies represent up to one quarter of The National Brain Appeal’s annual income. “They are crucial to the fundraising work we do,” said chief executive Theresa Dauncey. “We’re extremely grateful for every legacy left to us. Leaving just 1% of your estate can make a very real difference and is an investment in the future. The more money we receive, the more support we can give to the National Hospital, The National Brain Appeal’s chief which in turn improves the executive Theresa Dauncey prospects for those affected by neurological disorders.”

Penelope was diagnosed with multifocal motor neuropathy (MMN) in 2004 at the National Hospital for Neurology & Neurosurgery and attends a day care clinic run by a team of specialist nurses. “My own personal journey with MMN makes me want to give back in whatever way I can,” she said. “That is why I have left a gift in my will to The National Brain Appeal. I want to help to fund crucial research into all neurological conditions going forward.” Meta is a former National Hospital patient. She had successful surgery for a benign brain tumour there in 1988. Since then both her husband Penelope attends a day care clinic and sister were diagnosed with run by a team of specialist nurses neurological conditions.

She explained: “My husband was diagnosed with Parkinson’s and sadly passed away just a few months ago. My sister has multiple sclerosis – she’s been living with it for more than 25 years now. These are cruel diseases for which there is no cure and little hope.”

With that in mind Meta has made The National Brain Appeal a major beneficiary in her will.

“The lack of a cure for so many debilitating neurological conditions is a strong motivator for me to want to help,” she Meta has made The National Brain continued, “and by leaving Appeal a major beneficiary in her will a legacy I can be part of something that will provide hope for others.”

Now more than ever, benefactors to The National Brain Appeal can control where they would like their money to go. There are six specific funding areas for which individuals can make a legacy pledge: • Neurology: funding initiatives to improve diagnosis and treatment, and provide facilities for those with on-going neurological conditions • Neurodegeneration: supporting projects which help people with conditions where there is progressive degeneration • Neurosurgery: providing state-of-the-art equipment and facilities for the UK’s largest neurosurgery unit • Technology and innovation: supporting projects which translate groundbreaking ideas into better results for patients • Education and staff development: investment to provide the best opportunities and attract the best people in the field • Queen Square: new facilities and staff-led projects at the National Hospital and the Institute of Neurology

For those who do not specify a funding area, their gift can be put towards an area with the most urgent need. Without the generosity and foresight of those who leave a legacy, the charity simply could not support the number of vital projects that it is currently able to. q • For more information about legacies and the National Brain Appeal, contact info@nationalbrainappeal.org or view the legacy section of the website at nationalbrainappeal.org/legacy.

[THE BRITISH CHELONIA GROUP publishes six newsletters a year containing details of meetings, short articles, news items and veterinary notes. Their journal Testudo is published annually and contains original articles and reviews on all aspects of turtles, terrapins and tortoises – their biology, conservation, welfare, veterinary care and husbandry. The group also organises symposia.

As well as the yearly appeals in aid of specific international causes in chelonia research and survival, the BCG assists other worthy causes in support of its aims with grants. They invite grant applications from organisations and individuals engaged on the work of chelonia conservation – such as zoos, universities, zoologists and students in this country and overseas. q

[THE MISSION of Three Counties Dog Rescue is to accept, care for and find homes for unwanted, lost and stray dogs and cats and to ensure their wellbeing afterwards. The charity was founded in 1971 and since then they have improved the lives of 7,500 dogs and cats.

Before rehoming, all animals are vet checked, neutered, vaccinated, microchipped and kept in suitable conditions. Rehabilitation costs are a major part of the charity’s annual expenditure of over £200,000.

Healthy animals are never put down. As part of that non-destruction policy, several elderly dogs are kept in long term foster care. However, this means that the charity can incur large veterinary costs to maintain a dog’s health while they await a new permanent home.

Every penny raised goes to improving the lives of dogs and cats. Three Counties Dog Rescue is run entirely by voluntary and unpaid helpers, who also meet their own expenses. q

[ESTABLISHED IN 1990, NEDDI offers care and safety to donkeys – and to a lesser degree, ponies – in Britain and Europe who have suffered neglect, cruelty or maltreatment or who are at risk of such treatment.

In addition to rescuing such animals from undesirable situations, within the financial and practical constraints prevailing at the time, they work to try to change attitudes and to educate donkey owners into better practices. For example, since 2016 they have been assisting associates in Kenya to achieve those aims for the working animals there.

Since its establishment in Cornwall, NEDDI has operated a sanctuary specifically for distressed donkeys. In 2001 the sanctuary moved to just the other side of the channel, where the resident donkeys enjoy more space and pasture than would otherwise have been possible.

Its policy is to try to offer actual, hands-on help to the animals in need, and to restore them to the maximum possible degree of fitness. Once brought back to full health, new homes are sometimes sought for the fit animals.

Where full health cannot be achieved a safe home is offered to the donkey for the duration of its life.

NEDDI is a comparatively small organisation with limited resources, and relies heavily on support from animal-lovers. A bequest will enable more donkeys to be freed from pain and misery. q 20 20