# Fundraising Regulator announces new approach to complaints report with ‘pause’ until 2020

- Link: https://fundraising.co.uk/2017/12/14/fundraising-regulator-announces-new-approach-complaints-report-pause-2020/
- Published: 2017-12-14T07:18:38+00:00
- Author: Melanie May

**The Fundraising Regulator is to take a more qualitative approach with its complaints
report in future, with the next full report now not due until in 2020 while it works
on making this change, it has announced.**

 

The Fundraising Regulator published its [first report on complaints](https://fundraising.co.uk/2017/10/25/fundraising-regulator-report-shows-low-ratio-complaints-compared-fundraising-activity-for-2016/)
received by charities about fundraising in 2016 this October, with submissions from
nearly 900 charities. It has now decided to review the content and purpose of the
report with a new version to be published in the summer of 2020 covering the financial
year 2019/20.

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According to the Regulator, this change will enable it to explore specific areas
in greater detail; and provide the sector with more information on the volume and
nature of the complaints received about fundraising

 

Between now and 2020, the Regulator has said that it will undertake a review of 
the purpose and content of the report, in consultation with the sector with the 
two year pause allowing it to prepare ‘a more meaningful and qualitatively impactful
report’ covering 2019/20. During this period, the Regulator will continue to monitor
and analyse complaints data, but on a smaller scale – producing shorter, interim
reports covering 2017-18 and 2018-19. The data will be collected from around 60 
charities who spend the most on fundraising.

 

Stephen Dunmore, CEO, said:

 

> “The Fundraising Regulator is committed to developing a thorough, useful and thought-
> through complaints report that provides real insight into the nature of fundraising
> complaints and how they can be resolved.
> “An interim structure, reflecting this more qualitative approach, will be used
> for the 2017/18 and 2018/19 reports. Following the process of review and adaptation,
> the 2019/20 report will mark the start of a new complaints analysis process for
> the longer term.”

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 * **[Why the donor, supporter or customer isn't always right](https://fundraising.co.uk/2010/07/20/why-donor-supporter-or-customer-isn039t-always-right/)**(
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