​First time regulator has filed its annual fundraising complaints' report

New figures reveal there were 42,000 complaints levelled against 893 charities last year.

Statistics from the newly-formed Fundraising Regulator show that direct marketing (which includes telephone, email and addressed direct mail) and face-to-face fundraising was the cause of the most complaints followed by public collections.

The regulator’s first Annual Complaints’ Report showed that the body was receiving “a slightly higher number of complaints than its predecessor, the Fundraising Standards Board (FRSB) and said it expects “to receive around 1,000 complaints” in 2017-18, should current levels be maintained.

The report helpfully categorises complaints into income size and how much the charities spend on fundraising.

Most complained about charities were those which spent between £2 million and £4.9m per annum on their annual fundraising operations. Fundraising charities in this bracket received 9,608 complaints between them.

The next most complained about bracket were those which spend between £20m and £49.9m annually on their fundraising.

Charities in this bracket received 8,558 complaints between them. Those which spend over £50m per annum on fundraising – received 6,207 complaints.

Stephen Dunmore, chief executive of the Fundraising Regulator, said: "This report is a helpful and informative document which demonstrates the nature of complaints made by the public about fundraising practices and the positive progress made by the sector in addressing these concerns.

“We are delighted to have received nearly 900 responses, demonstrating the collaborative nature of the sector, as we work together to learn from complaints in order to improve public confidence in fundraising practices.”

The Institute of Fundraising said the "vast majority" of fundraising is carried out to a high standard.

Peter Lewis, chief executive of the IoF, said: "As the Fundraising Regulator points out, there is a low proportion of complaints compared to contact with the public, which highlights that the vast majority of fundraising is carried out to a high standard.

However, there is always room for improvement and these findings will help the fundraising community to do even more to improve the way charities ask people for support.

"Good fundraising charities see a complaint as an opportunity to engage further with potential donors and explaining the importance of investing in fundraising and the benefits it brings to beneficiaries.”

The Fundraising Regulator only governs charities in England and Wales. Fundraising in Scotland is administered by the Scottish Fundraising Standards Panel.