SCVO opens dedicated telephone line for fundraising complaints

It has worked with the Scottish charity regulator to set up a freephone line and a website

Complaints website
Complaints website

The Scottish Council for Voluntary Organisations has set up a dedicated telephone line to support people who want to complain about charity fundraising.

The umbrella body has worked with the Office of the Scottish Charity Regulator to establish a freephone telephone line and website, designed to give people the information they need to resolve their concerns.

A statement from the SCVO about the service said it was an "important element of a new, enhanced model for charity fundraising regulation in Scotland, which will see more responsibility placed on charities and the OSCR to encourage good practice".

The telephone line, which the SCVO said would at first be staffed using existing SCVO employees, will be open during office hours from Monday to Friday.

A spokesman for the umbrella body said it would monitor use of the line to get a better idea of how much the service might cost in the long term.

She said the SCVO was not anticipating a high volume of calls or complaints.

Martin Sime, chief executive of the SCVO, said: "This new phone and email service will make it easier for members of the public to complain about charity fundraising by helping them find the right place to raise their fundraising complaints and get them resolved.

"It coincides with the launch of a whole new chapter in the story of fundraising standards and the need for our sector to nurture public trust and confidence in what we do."

David Robb, chief executive of the OSCR, said: "Donors and charities have a shared interest in sustainable, ethical fundraising practices.

"We will continue to support the developing arrangements for Scotland and, although our experience is that charities generally raise funds responsibly, this new framework will support the public’s continuing confidence in charities and their vital work."

People can use the service by calling the complaints line on 0808 164 2520, by emailing or by visiting

A working group convened by the SCVO last month concluded that the Fundraising Regulator, which was launched today to cover fundraising in England and Wales, should have no role north of the border.

The group said that charities in Scotland should instead be regulated by the OSCR and by charities themselves.

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