Fundraising policy In 2020/2021, Citizens Advice continued to test small-scale fundraising activities. During the year, Citizens Advice did not use professional fundraisers or commercial participants to act on its behalf. However, in line with our ethics, data security and complaints policies, we did conduct individual giving pilots using a call to action on 20 of our online advice content pages. We also commenced the planning and development of further individual giving pilots on Facebook and Instagram which launched in April 2021. We also continued to actively develop long-term partnerships with companies, trusts and foundations to support our strategic aims and long-term sustainability. We recognise the need to protect vulnerable people and other members of the public from undue pressure and any intrusion of privacy. This is reflected in the non-invasive small-scale fundraising activities we carried out in 2019/2020. Given that we expect such activities to continue into the 2021/2022 financial year, we will ensure that, in compliance with our policies and general approach, we continue to protect the public’s interests. We have registered with the Fundraising Regulator and in compliance with its voluntary regulation scheme, our fundraising policies and practices align with the Fundraising Code of Conduct, in addition to relevant marketing regulations and legislation. We did not receive any complaints related to fundraising during this period. Reserves policy Reserves in a broad sense represent the total funds held at a point in time, and at Citizens Advice these comprise restricted funds, unrestricted funds and a negative pensions reserve. At 31 March 2021, total funds were £5.9 million. Restricted funds represent that funding received with specific restrictions as to what it is spent on. The funds carried forward represent that restricted funding where income has been recognised but where the funds have not yet been spent. Restricted funds total £11.1 million at 31 March 2021. Unrestricted funds represent funding where there is no restriction applied to how the funding is spent. Unrestricted funds total £23.8 million at 31 March 2021. This is split between freely-available unrestricted funds of £17.6 million and designated funds of £6.2 million. Designated funds represent those unrestricted funds that have been allocated by the board of trustees for technological investment, with a value of £4.7 million (2020: £5.1 million), and a designated fund reserved for tangible 63 Financial review