Providing great customer service is one thing, but ensuring that vulnerable customers receive the support they truly need?

That’s why we’ve rounded up some of the best expert opinions right now from to put the spotlight on what a well-rounded vulnerable customer strategy looks like.

December 12, 2025

The introduction of the Data (Use and Access) Act 2025 marked a significant shift in how charities may lawfully communicate with supporters.

The ICO’s draft guidance, however, raises concerns across the charity sector about how this reform will operate in practice.

December 12, 2025

On the 23rd of September FEDMA held its annual event, A Path Forward for Fair Personalized Marketing in EU Policy, an opportunity to exchange with policymakers, industry leaders and privacy experts on the balance between consumer privacy and data innovation.

September 25, 2025

The DMA has worked with its expert Governance Committee to create a new "Soft Opt-In For Charities: Your Questions Answered" document to support our members.

This resource answers the most common questions we’ve received from charities and explains what the soft opt-in could mean for the sector.

July 11, 2025

New Zealand has built a new code to support fundraisers and the challenges they experience, regardless of level, channel, market or activity.

We will discuss how this was developed and the stakeholders crucial to its success.

April 29, 2025

This guidance will look at the different steps and considerations when creating a policy and putting it into practice.

March 14, 2024

At FundraisingTech we demystify tech so you have the knowledge, and power, to make the right decisions and use the right tools at your charity.

You’ll have direct access to the people behind some of the sector’s top digital tools to ask your questions and hear how charities are engaging with donors, remaining compliant, and raising millions.

November 24, 2023

Cuts to public funding for charities are estimated at £1bn pa, we believe that there is a high risk of widespread charity closures and it might be 2025 before we recover to pre-crisis resilience levels, if then.

Our report provides recommendations on how that could be prevented.

September 24, 2023

Charities must be confident they are empowering and supporting people in vulnerable circumstances – circumstances which could, for example, significantly disadvantage or harm people.

Getting this right can bring great positive impacts for everyone involved.

May 31, 2023

Big question.

What will happen to the charity sector in the next 20 years?

After 52 interviews with senior leaders in the charity sector and in corporate purpose, the message was clear.

April 28, 2023

This is a key area of regulation and fundraising ethics that influences best practice across the sector, as well as a charity’s reputation and relationships with their donors.

August 3, 2022

Society has become more conscious of the needs and requirements of vulnerable consumers within their communities.

As such, each organisation must develop a policy to recognise and protect these individuals.

January 18, 2022

During the course of the pandemic, telephone fundraising really proved its ongoing value: when people were locked down and distant from their everyday lives the telephone enabled connections and an absolutely vital means of communication for charities to inspire donations and support, as well as the opportunity for great supporter care.

January 12, 2022

Throughout the coronavirus crisis, we’ve seen an increased focus on digital communication channels as alternatives to face-to-face experiences.

To help businesses provide more supportive experiences, the DMA Vulnerable Consumers Working Group and DMA Contact Centre Council have collaborated to create this guide.

August 24, 2021

Matt Radford, Donor Experience Manager at Mind, looks in this blog at the importance and role of leaders for staff wellbeing, and says that when people’s wellbeing isn’t great, they can be less receptive to new or different ways of doing things which can stifle development and innovation.

March 9, 2021

Charitable fundraising should be a positive experience for all, built on the shared values between charities and supporters.

This guide will help fundraisers respond appropriately in those situations, giving the most positive experience and support to everyone. We want to help fundraisers be in the best position to empower supporters to make informed decisions.

January 7, 2021

The webinar will take you through the Vulnerable Taskforce’s framework for producing an internal and external policy and the benefit of getting staff trained up in vulnerability masterclasses.

This webinar includes insights from Matt Radford (Vulnerable Paths), Gerald Oppenheim (Fundraising Regulator), Jacqui Crawley (KMB) and Tom Jenkins (British Gas).

March 27, 2019