I’m sorry CAF, but you’ve been rubbish

Many smaller charities rely on third parties like CAF to provide an important donor servicing function in setting up and processing Direct Debits. But are charities checking that they’re getting value for money from these services? My recent experience suggests maybe not.

A week ago I set up a DD with a small charity on their website. I was taken to the CAF site and filled out my details and ticked the gift aid box. I then got 2 automatically generated emails – one confirming receipt of the DD and the other confirming my gift aid. The gift aid email thanked me for setting up gift aid but it also informed me that my gift aid money would be going to help Bournemouth University. Whilst I have nothing against Bournemouth University, I certianly would have prefered my gift aid to go to the charity I support. I complained to CAF and the charity. Only the charity responded and after speaking to CAF told me it was an administrative error.

Then, a few days ago, I got written confirmation of my DD. But it came in an MSF envelope. Thinking it was junk mail, I almost put it straight in the recycling. I’ve complained again, and no doubt this will be down to an admin error too.

Working in the sector, I’m aware of the relationship the charity has with CAF, so I’m not blaming them for these problems. But how many of the public would understand these set ups? Plus how many would be so understanding?

But my real point is about getting value from third party suppliers. If you’re paying for a service, you have a right to demand a certian level of service. Just because you’re a smaller organisation doesn’t mean you shouldn’t demand less than first rate. Regularly check your third parties, ask your donors what you think of their experiences, ask the organisation you’re buying services off to provide reports on their performance.

“Admin” issues are really important in donor experience and shouldn’t be ignored.