FIA’s incredibly robust and important mystery shopping and complaints handling programs provide insights into member compliance with the FIA Code and Practice Notes while lifting overall the sector’s reputation for best practice.

The purpose of this session is to outline the most prominent concerns identified from monitoring the fundraising practices of FIA Members in the past year, and to discuss measures that can strengthen compliance with ethical standards and best practices in fundraising.

This session will be presented by FIA Head of Policy Dr Jonathan Ande and FIA CEO Katherine Raskob. It will also include a panel of FIA members who have been mystery shopped or have had complaints raised against them and who have agreed to share the issues and challenges presented. They will also discuss how they have worked to achieve compliance and best practice and the importance of continuous improvement in fundraising.