This report highlights the CIOF’s work in 2025 to strengthen safeguarding, complaints handling and professional standards across the organisation. Detailing progress made against the Independent Review recommendations, it outlines improvements to governance, reporting processes, training and transparency, alongside steps taken to build trust, accountability and a safer, more professional environment for members, fundraisers and the wider public.

In 2025, we continued our commitment to maintaining a safe, fair and professional environment for everyone we work with. A key focus has been strengthening how we prevent, manage and learn from concerns and complaints. 

 

Progress against the Independent Review 

The Independent Review, published in September 2024, set out 23 recommendations, against which we have made substantial progress. By the end of 2025, all but one recommendation has been completed, with the final action – establishing an independent Disciplinary Panel – now underway. 

This work has led to meaningful improvements across our organisation. We have clarified governance arrangements to ensure greater independence in decision-making, reviewed safeguarding policies, and made it easier for people to raise concerns. Our formal complaints and disciplinary process is publicly available, providing transparency, and options such as anonymous reporting and the use of independent investigators in more complex cases help ensure complaints are handled fairly and sensitively. 

We have also reviewed our Code of Conduct and enhanced our training so that expectations around behaviour, inclusion and accountability are clear to all. 

 

Complaints in 2025 

We received 37 complaints in 2025, compared to 18 in 2024. We view this positively and believe this increase reflects greater awareness of how to raise concerns and increased confidence in our processes. 

Complaints covered a range of areas, including safeguarding, professional conduct and service-related issues such as training and events. Some cases related to individuals or matters outside our remit and were appropriately referred or signposted elsewhere. 

Each complaint was carefully reviewed, with outcomes tailored to the nature of the concern. This included providing guidance, resolving issues directly, or taking further action where necessary. Safeguarding concerns were treated with particular care to ensure appropriate handling and follow-up. 

 

Making it easier to speak up 

We have taken steps to ensure people can easily find information and report concerns. Our new website provides clear guidance on our complaints process, Code of Conduct and safeguarding support, helping members and the public understand what to expect and how to access help. 

 

Looking ahead 

We remain committed to continuous improvement. In 2026, we will complete the last remaining Independent Review action and continue to strengthen transparency, communication and support throughout the complaints process. 

This work is central to building trust and ensuring a professional, respectful and safe environment for everyone we serve.

Further resources