FRSB seeks to uncover cause of email and doorstep fundraising complaints

The Fundraising Standards Board (FRSB) is issuing its call for both charities and suppliers to submit details of fundraising activity and complaints received during 2012 in their annual complaints return.

Moving on from recent years’ focus on direct mail and telephone fundraising complaints, the FRSB is asking organisations to detail the main causes of email and doorstep face-to-face fundraising complaints.

Over the past three years, the FRSB has analysed the causes for direct mail and telephone fundraising complaints, identifying a consistent picture of the key issues that concern the public.

In 2013, the focus shifts to email and doorstep fundraising; the two next most common techniques for complaint.

Alistair McLean, chief executive of the Fundraising Standards Board, said: “This year, we want to drill down into complaints on doorstep and email fundraising, looking to identify the main issues that concern the public.

“Both techniques attract a significant number of complaints, with concerns about emails having risen more than any other fundraising technique during 2011, despite a relatively moderate growth in the volume of activity reported. A recent surge in the level of doorstep fundraising complaints received directly by the FRSB from members of the public also warrants further investigation.”

Last year, the FRSB revealed that over 30,000 fundraising complaints were received by charities subscribed to self-regulation during 2011. Email fundraising complaints rose by 282% that year2 (658% since 2009) and although doorstep fundraising complaints showed no significant growth, concerns raised directly with the FRSB about the method almost trebled in 20123.

14 complaints were addressed to the FRSB about doorstep fundraising in 2011, rising to 40 in 2012.

Key findings from the 2011 Complaints Report include:

Almost half of all fundraising complaints relate to direct mail (15,373).

Data protection and poor data accounts for one sixth of all complaints.

Complaints about household clothing collections exceed 1,000.

All organisations that signed up to regulation through the FRSB before July 2012 are required to complete a return and submit it before the deadline of 08 March 2013.

If a return is not completed, this is indicated in the member’s listing on the FRSB and Give With Confidence websites.

The FRSB’s charity fundraising complaints report will be published in June 2013.