​Agency went too far trying to coerce woman with dementia for a donation

A fundraising agency has been reprimanded for taking advantage of a woman with dementia.

The Fundraising Standards Board (FRSB) upheld a complaint made by the women’s family against GoGen – an agency working on behalf of the Stroke Associaion.

They said GoGen attempted to take advantage of the elderly mother by continuing to push for a donation during a phone call even when her condition was obvious.

The FRSB said there were “clear indicators that should have raised alarm bells” with the fundraiser.

As such the FRSB found the agency had breached the Institute of Fundraising’s Code of Fundraising Practice in relation to communicating appropriately with vulnerable people.

GoGen has been ordered to improve its training and monitoring programmes, as well as spot checks and ensure new procedures are put in place to manage conversations with vulnerable people.

In this case there were some clear indicators that should have raised alarm bells

It also recommended that the Stroke Association and GoGen work more closely with their respective fundraising partners when managing complaints.

Colin Lloyd, chair of the Fundraising Standards Board, said: “It can be difficult to identify vulnerable individuals at the other end of the telephone, but in this case there were some clear indicators that should have raised alarm bells and persuaded the fundraiser to terminate the request for funds.

“Since this complaint was made, GoGen, has made several changes to its training and management procedures to prevent this happening again and we are greatly encouraged by these improvements.

“The Institute is developing additional guidance for communicating with vulnerable people and this is a critical step that will help inform and equip fundraisers to act appropriately.”

Giuseppe Iantosca, director of GoGen, said he deeply regretted any distress caused to the complainant.