Fundraising FAQs

I have a fundraising enquiry
How much does the NSPCC spend on administration?
So where does the rest go?
Does the NSPCC ever mail / telephone their supporters?
Are those mailings expensive?
Do you work with a company called Clothes Aid?
How can I make changes to my donations / details?
Can I change the frequency of information you're sending me?
How do I make a complaint about the NSPCC's fundraising?

I have a fundraising enquiry

For fundraising enquiries, please contact your local NSPCC fundraising team.

How much does the NSPCC spend on administration?

74 per cent of your donations will go directly towards helping the most vulnerable children in this country. That means answering vital calls to our helplines, providing life-changing services to children and families, or working with the government to give children a safer future.

So where does the rest go?

The rest goes on raising more money - so that we can help more children. As demand for our services grows, we know we need to respond to every child that needs us. So we spend 21 per cent of our income on further fundraising. The remaining 5 per cent goes on governance and other one-off costs.

And every pound of our fundraising expenditure generates a return of £4.11. . We don't waste a penny - because we can't afford to. It's an amazing return and means we can be there for even more children.

Does the NSPCC ever mail / telephone their supporters?

We know that our supporters like to hear about the difference they are making to children's lives. So periodically throughout the year we will get in touch.

Sometimes it's just to say "thank you". Other times it's to tell you about a particularly inspirational story of how you've helped a child. And sometimes it might be to ask if you'd like to give a little more. That's not because we're not grateful. It's because there are always more children we need to help.

Are those mailings expensive?

Every £1 we spend on a letter, or a phone call asking for money, raises an amazing £4.11 in return. When you think that could answer a vital call from a frightened child to our ChildLine service, then you can see how worthwhile this is.
But we never put pressure on our supporters. We're incredibly grateful for everything they do for us. And we're so fortunate to have so many passionate, generous people helping us change children's lives for the better.

Do you work with a company called Clothes Aid?

Yes, we do. Clothes Aid collects good quality used clothing on our behalf throughout the UK.
For every tonne of clothes, shoes and textiles collected, the NSPCC receives £75 or more. In fact, Clothes Aid has raised well over £1 million for the NSPCC. It's a fantastic amount that has meant we've been able to protect more children.

If you'd like to know more about Clothes Aid, then please contact their help desk on 0845 072 2780.

How can I make changes to my donations / details?

Our Supporter Care team is there to answer any questions you might have.

Call the team on 020 7825 2505 from 9am - 5pm on any weekday, or email them at supportercare@nspcc.org.uk. If you can't call during those hours then simply leave a message and they'll get back to you within one working day.

Can I change the frequency of information you're sending me?

Absolutely. We want all our supporters to feel happy about how and when they hear from us.

We want to let you know about the amazing things you're achieving for children. And we want to give you the opportunity to keep making a difference. But we want to do it in the right way.

If you want to hear from us via email, for example, or maybe hear from us at certain times of the year, then we can do just that. So call our friendly Supporter Care team on 020 7825 2505, or email supportercare@nspcc.org.uk and choose whatever suits you best.

How do I make a complaint about the NSPCC's fundraising?

The NSPCC is committed to ending cruelty to children in the UK. While the nature of our work is hard-hitting, we never intend to offend or upset you with the content or techniques of our fundraising.

Each step we make is dependent on our voluntary funding through fundraising and we are committed to the highest standards. We operate within fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Standards Board and strive to ensure all our fundraising activity is open, fair, effective and honest.

If you have any concerns about an NSPCC fundraising activity, dislike the way you have been asked for a donation or are in any other way dissatisfied or upset about our fundraising - please get in touch.

Step 1 - Tell us about your concerns

The easiest way is through the Supporter Care team. In particular they will respond to issues around the NSPCC's direct marketing fundraising (such as mailings, telephone calls or street fundraising), but you can contact them about any aspect of the NSPCC's fundraising. You can contact the team:

• telephone 020 7825 2505, between 9am - 17pm Monday to Friday and 8am -12 noon on Saturdays
• email supportercare@nspcc.org.uk
• write to: Supporter Care, NSPCC, 42 Curtain Road, London EC2A 3NH.

If your issue or concern relates to a local fundraising event please contact the NSPCC representative for the event/activity. If you are unsure about who that might be, please ask the event organiser or contact the Supporter Care team to find out who the NSPCC representative is.

We will always seek to resolve the issue you have raised through this initial contact and as quickly as possible. However, if following your contact with an NSPCC representative you are not satisfied that your concerns have been addressed, you can make a formal complaint using the procedure below.

Step 2 - Make a formal complaint

To make a formal complaint about any aspect of NSPCC fundraising activity, contact the complaints coordinator:

• email: fundraisingcomplaints@nspcc.org.uk
• call: 020 7825 1325
• write to: the fundraising complaints coordinator, NSPCC, 42 Curtain Road, London EC2A 3NH.

If you make a formal complaint about our fundraising activity, you should expect to hear from the NSPCC within five working days. The reply will either

• be a full explanation, detailing what action we have taken to rectify the situation;
• or inform you that we are looking into your complaint, with details of when you should expect a full reply.

Step 3 - Contact the independent Fundraising Standards Board

If you are unhappy with the way in which we have dealt with your complaint, you can contact the Fundraising Standards Board (FRSB) to progress it further.  The FRSB is an independent board that has been set up to help people to give to charitable organisations with confidence. The NSPCC is a member of the FSRB. Their contact details are:

Fundraising Standards Board
Hampton House
20 Albert Embankment
London, SE1 7JT

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