Publication of FRSB Complaints Report 2015
We are pleased to announce that we have today published the annual FRSB Complaints Report. The report presents an overview of 52,389 charity fundraising complaints recorded in 2014 by 1,338 FRSB member charities with fundraising programmes that deliver £5.1 billion in voluntary income annually.
Analysing complaints from 2014 alone, the report does not address public concerns raised in recent months and specifically following the death of Olive Cooke, but it does identify some commonality in terms of the issues raised, with direct mail and telephone fundraising the top areas for complaint and concerns voiced about the tone and frequency of fundraising approaches.
- 52,389 complaints made, an increase of 8% from 2013
- 11% increase in charities completing the return
- Direct marketing and public collections account for 86% of complaints
- Top channels for complaint remain addressed mail, telephone, doorstep face-to-face and clothing collections
- A general dislike of the method, the tone and frequency of contact are the most common concerns across the top four methods for complaint
- 91% of eligible FRSB members completed a complaint return
We’d like to take this opportunity to thank all our members who completed a return. Without this help we wouldn’t have a large part of the insight needed to inform the continued development of the Institute of Code of Practice. By submitting your return you are also demonstrating to the public accountability for your fundraising.