FRSB to name and shame charities not reporting fundraising complaints

Fundraising | Celina Ribeiro | 10 Jan 2012

The Fundraising Standards Board website will indicate which charities have not shared their complaints data in this year’s annual fundraising complaints survey.

The FRSB is now calling for its member charities and agencies to submit their complaints data for 2011. In a bid to increase the proportion of its members which do submit, the complaints regulator will now indicate on its website which charities have and have not shared their complaints data.

Alistair McLean, chief executive of the FRSB, said that even though more than four-fifths of members submit their data, the organisation wants to see this increase further.

“By publicly acknowledging those members that have completed their returns we believe that we are giving others an extra spur to action ensuring greater transparency,” he said.

While it is true that the vast majority of members submit complaints, the differences between the way charities register and deal with complaints can complicate the data. In 2011, 71 per cent of those charities and agencies which reported their complaints data said they had not received a single complaint about their fundraising during the whole of 2010.

On the back of trends in last year’s complaints analysis, the FRSB will this year be focusing on three key areas: telephone fundraising, direct mail and data protection. The 2011 report showed that while the volume of direct mail had decreased in 2010, the number of complaints rose by 86 per cent. The FRSB estimated that one in six complaints last year related to data issues.

FRSB members have until 16 March, 2012 to submit their 2011 complaints data. The results will be published in June, at the time of the FRSB’s annual report.

Directory: Fundraising Standards Board
Who's Who: Alistair McLean

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