We want our platform to be open, transparent, and safe for everyone. While some projects may spark public debate, we only take action where a project breaches our terms or legal requirements. If a project is lawful and complies with our guidelines, it remains up to the crowd to decide whether it receives funding.
How We Keep Fundraising Safe
To look out for our users, our payment provider runs KYC checks on project owners when they set up their projects. KYC, or "Know Your Customer," is the mandatory process of verifying a client's identity to prevent financial crimes like money laundering and fraud.
Our crowdfunding platform empowers individuals and organisations to raise funds for all kinds of projects, including personal causes, charities, community groups, social enterprises, businesses and legal campaigns. Because of this, every page owner must clearly explain what they aim to achieve and how the funds will be spent. Donors should always be able to understand how their donation will be used by reading the page story. If this is not clear, we can remove a project for breaching our terms.
What to Do if You Have Concerns About a Project
If you have questions or concerns about a page, we recommend contacting the page owner directly in the first instance. Many issues arise from a simple misunderstanding or miscommunication. You can do this by clicking the ‘Contact this project’ link near the bottom of the page, under the page owner’s name.
The page owner should be able to tell you more about their project and when you can expect to see the funds raised being put to use.
When and How to Report a Project
If your concern cannot be resolved directly with the project owner, or if you believe the project is breaking our rules, please report it via the ‘Report project’ button found at the bottom of the project page. This is our official reporting procedure.
You’ll be asked to choose one of the following reasons and provide an explanation:
Every page owner is obligated to use the funds they raise as described on their project. Failing to do so breaches our Terms of Service and could be a criminal matter. If you believe funds have not been used appropriately, please report this to us immediately.
How We Handle Complaints
Once your report is submitted:
Our team will review it within 5–10 working days.
We may contact you for more details or evidence if needed.
If we find a breach of our guidelines or Terms, we may suspend or remove the project, contact the project owner, or take other appropriate action.
If no breach is found, the project will remain live.
We review all reports carefully, but don’t normally respond individually unless follow-up information is required.
Working With Project Owners to Resolve Complaints
When a complaint concerns a specific appeal or fundraiser, we will:
Share the concern with the project owner and invite their response.
Request supporting information or clarification.
Work with both parties to resolve misunderstandings or issues transparently and fairly.
Possible Outcomes
Depending on our findings, solutions may include:
A correction or clarification on the project page.
Suspension or removal of a non-compliant project.
An apology or clarification from the project owner.
Further investigation, where criminal activity is suspected.
If you are unhappy with our response to your complaint, and the project in question is for charitable fundraising, you can contact the Fundraising Regulator. Here is some information from the Fundraising Regulator.
Need Further Help?
If your concern relates to another aspect of our service, please contact our Support Team at support@crowdfunder.co.uk. We aim to acknowledge all enquiries within 2 working days and resolve them as quickly as possible.