Fundraising Standards Board wants extra information on direct mail and telephone fundraising complaints

Request is contained in watchdog's annual reminder to member charities

  • This story was clarified on 14 January - see final paragraph

The Fundraising Standards Board has asked charities for the first time to provide additional information on complaints about direct mail and telephone fundraising, the two areas that generated the highest number of complaints in 2008.

The request is contained in its annual reminder to member charities to provide details of the complaints they have received about their fundraising practices in the past year. The information will be used to produce the organisation's annual report.

Alistair McLean, chief executive of the FRSB, said: "This year, we have decided to dig a little deeper in order to get a better steer from members as to what aspects of direct mail and telephone fundraising are yielding complaints."

Last year's report showed that almost 75 per cent of 26,349 complaints made in 2008 were about direct mail, and more than 10 per cent were about telephone fundraising.

All charities that have been members of the FRSB for more than six months must submit information about the type and volume of fundraising activity they have conducted and the number of complaints they have received.

An FRSB spokeswoman said there were no set rules to help member charities decide what constituted a complaint. The deadline for submitting complaints returns is 8 March, and the FRSB's report will be published in June.

  • The statement attributed to the FRSB spokeswoman was a misunderstanding. The FRSB manual for complaint handling  defines a complaint as "an expression of dissatisfaction, whether justified or not".It says charities have to report all complaints to the FRSB, whether they are made on the phone or in writing.



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