Justgiving admits to further technical problems

Up to 4% of donations are not reaching charities, says spokesman

Donor website Justgiving has admitted it is still suffering technical problems with its new site.

Justgiving estimated that 20 per cent of donations were not going through in the first few days after it launched a new version of its site on 20 June.

It said the website was fully operational by 25 June and charities using the site were offered a refund of the 5 per cent transaction fee on all donations in the first week after the relaunch.

However, last Friday a spokesman for Justgiving told Third Sector that between 3 and 4 per cent of donations were still not getting through.

"We are continually working on these issues," he said. He declined to comment on the earlier claim that the site was fully operational.

Helen Stack, head of fundraising at healthcare charity Health Unlimited, said its supporters were still reporting difficulties using the donation site and Justgiving should refund the monthly subscription fee.

"We're a smaller charity in the process of building our supporter base and cannot afford to lose money or support," she said.

 "However, the problems continue and Justgiving is unable to say when they will be resolved, yet it is not willing to discuss further compensation."

Stack added that she had been dismayed by the lack of customer care and would switch to a new fundraising site, Virgin Money Giving, when it launched in the coming weeks.

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