Supporting our people
Our supporters
At Macmillan, we engage in a wide range of
fundraising activities - from gifts left in wills to
corporate fundraising and our lottery - and our
supporters play a vital part in this.
We carry out door to door fundraising and
fundraising at private venues, and work with
professional fundraisers through agencies to do this.
We are also generously supported by a number of
businesses who make a contribution to Macmillan
from the sale of their products or services.
We want everyone we interact with to feel free
from undue influence when they consider donating.
This includes anyone who may be in a temporary
or permanent vulnerable state and unable to make
an informed decision about giving. There are lots
of reasons why someone might be vulnerable, and
we need to be able to spot the signs. We train our
colleagues and fundraising suppliers to recognise
these signs, so they can manage conversations and
act in the most appropriate way.
We define our processes and procedures on
vulnerability in our fundraising policies, which form
part of our fundraising supplier contracts. The policy
includes the steps to take when vulnerability is
identified. We also make sure our fundraising scripts
and training materials reflect our policy.
We have developed the policy to prevent people
who represent Macmillan from behaving in a way
that could be considered intrusive or putting
repeated or undue pressure on someone to donate.
Through our compliance team, we routinely monitor
our fundraising materials and how our suppliers
perform, through call monitoring and mystery
shopping. This ensures our standards remain high
and we treat our supporters well. We regularly
review feedback from our supporters and other
interested parties to check if our fundraising
offer is right and complies with relevant rules and
regulations. We are registered with the Fundraising
Regulator and are committed to meeting the
standards in its Code of Fundraising Practice,
including actioning requests to prevent marketing
received via the Fundraising Preference Service,
and signposting customers to the service where
appropriate.
In 2023, as in 2022, there were no complaints
logged with the Fundraising Regulator
against Macmillan.
Using feedback to improve
In 2023 we managed 4,141 complaints, 2,504
of which were specific to our fundraising and
marketing operations.
This compares to 2022 when we managed 3,661
complaints, 2,328 of which were specific to our
fundraising, marketing and communications
operations.
We also received 5,238 comments on social media
which expressed dissatisfaction with Macmillan. This
is in comparison to 5,741 social media comments
in 2022.
We respond to every complaint or piece of negative
feedback that we receive through our complaints
procedure or on social media with the aim of
learning from everything we are told. This customer
insight is shared with the teams who deliver the
experience and use it to look at the overall journey
that supporters, people living with cancer and
volunteers have with Macmillan. This is to ensure
that we listen and learn from what they are telling us
in order to make improvements.
We are committed to maintaining high standards,
so we closely follow sector guidance and best
practice, including guidance from the Charity
Commission. We also regularly work with our
stakeholders to ensure we introduce new processes
and adopt new ways of working to prevent the
same complaints arising again.
69
Environmental, social
and governance review
Financial review
Strategic report
Overview Financial statements Thank you