The Royal National Lifeboat Institution (RNLI) has refunded a £15,000 telephone donation made by an elderly donor as an act of goodwill despite not being found to be in breach of the fundraising code.
A complainant told the Fundraising Regulator that they had concerns about the large donation given by their parent to the charity in May 2022.
They said their parent, who was in their late 80s, had stress and anxiety caused by the loss of their spouse and told the charity they had concerns their parent was vulnerable when they donated.
The regulator opened an investigation after the complainant had initially escalated their concerns through the charity’s complaints process and been left unhappy.
The complainant believed their parent’s circumstances had “not been thoroughly examined before the donation was accepted”, according to a report by the regulator.
During the investigation, RNLI repaid the £15,000 donation as an act of goodwill after the complainant provided more medical information about their parent’s health and circumstances.
No code breach
The fundraising regulator found that the RNLI was not in breach of the code and that there was no evidence to suggest that the donor lacked capacity to make an informed decision.
It also concluded that the RNLI’s supporter experience team did not overlook signs that the donor was vulnerable.
The regulator did acknowledge though that the charity chose not to record telephone calls, saying that record keeping is “essential”.
It therefore found that there is room for the charity to improve how it instructs its supporter experience staff.
The fundraising regulator also found that while the RNLI investigated the matter “thoroughly and proportionately”, it could improve further.
RNLI has been recommended to review its processes for dealing with complaints, including power of attorney, and to review its fundraising procedures.
The charity said in a statement: “Investigation of this case by the Fundraising Regulator found the RNLI not to be in breach of any codes of fundraising practice.
“Some recommendations have been made, which we have begun work on.
“We are immensely grateful for every donation we receive and we strive to handle every donation in the most appropriate way.
“The RNLI refunded the donation concerned as an act of goodwill.”
