FRSB to develop courses on handling complaints

The Fundraising Standards Board is inviting member organisations to join a working party to help it produce a manual about handling complaints more effectively.

Tick of approval: the FRSB gets the message out in Hull
Tick of approval: the FRSB gets the message out in Hull

It is also developing a UK-wide training programme that will explain its definition of a complaint and help members decide when and whether communications from the public should be defined as complaints.

The training will include a complaints checklist or flow chart that could be included in the manual.

There has been concern among FRSB members that complaints are defined in different ways, leading to inconsistency in figures reported to the board (Third Sector, 28 May).

The FRSB has run three pilot workshops in Scotland to explain the requirements of being a member, help members handle complaints better and identify how the organisation could be more helpful to members.

The board is also planning to review the details it asks for in its annual complaints return form, and to encourage members to report positive feedback as well as any complaints they receive.

"Asking for records of positive feedback will let us give a much more rounded picture - and one that is not just based on what didn't go well," said Jon Scourse, chief executive of the FRSB.

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