FRSB upholds complaint against agency over call to dementia sufferer

06 Oct 2014 News

The Fundraising Standards Board has upheld a complaint against the agency GoGen over a telephone fundraising call made to a woman with dementia.

FRSB

The Fundraising Standards Board has today upheld a complaint against the agency GoGen over a telephone fundraising call made to a woman with dementia.

The regulator's adjudication found that a phone call made by the agency on behalf of the Stroke Association had breached the Institute of Fundraising’s Code of Fundraising Practice in relation to communicating appropriately with vulnerable people.

The complainant alleged in March this year that GoGen attempted to take advantage of their elderly mother by continuing an approach for a donation when it was clear that she had dementia, the adjudication report says.

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

After listening to a recording of the call and reviewing evidence supplied by the complainant, the charity and GoGen, the FRSB board concluded the call had breached the code.

The FRSB has recommended that GoGen further improves its training and monitoring programmes, as well as spot checks, to ensure new procedures it put in place to manage conversations with vulnerable people are being met.

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.

“Whilst we acknowledge that triggers were missed by both the fundraiser making the call and the supervisor monitoring, we also agree with Colin Lloyd's point about there being very little guidance within the sector surrounding the issue of dealing and identifying a vulnerable supporter," he said.

"This can sometimes result in too much pressure being put on fundraisers and supervisors to solely use their judgement in these types of situation."

Jim Swindells, director of fundraising at the Stroke Association, said: “We are very sorry for the distress caused to this individual and their family, and are disappointed that they did not receive the standard of supporter care that we strive for. We have been working with GoGen to review their working procedures and provide additional ongoing training for their staff."

Ceri Edwards, director of policy and communications at the IoF, said: “It is vital that fundraising happens to a high standard and that charities engage and communicate appropriately with their supporters and the general public.

“This adjudication considers some very important issues for fundraisers on communicating appropriately with people in vulnerable circumstances. The IoF has committed to producing further guidance to help fundraisers understand how to best approach and fundraise in these types of situations, which we hope to launch later on this year.”

In April, the FRSB recommended the Institute of Fundraising develop additional guidance for fundraisers following a complaint against the People’s Dispensary for Sick Animals by the family of an elderly woman with schizophrenia.