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BizReport : Law & Regulation : July 12, 2016

FRSB: Charity fundraising complaints up 6% on last year

The UK's top 500 biggest fundraising charities are responsible for nearly all complaints, according to the Fundraising Standards Board's annual report.

by Helen Leggatt

The Fundraising Standards Board's 'FRSB Complaints Report' reveals that 66,814 complaints relating to charity fundraising were recorded during 2015. That number represents a 6% rise on 2014.

The 500 biggest charities in the country were found to be responsible for 98% of both fundraising activity and complaints while 90% of small charities had no recorded complaints against their fundraising activities. Six in 10 complaints were generated by 1% of all reporting charitites (all with a voluntary income of £10million or more).

Addressed mail and telephone fundraising campaigns were the two that attracted, by far, the most complaints with 27,089 and 13,322 respectively. Raffles was the fundraising method receiving the least complaints (855). Overall, more than a third (35%) of the complaints were do to with a general dislike of the methods used.

The top 10 methods with complaints are:

- Addressed mail (27,089)
- Telephone fundraising (13,322)
- Doorstep face-to-face (8,497)
- Clothing collections (5,342)
- Email fundraising (2,441)
- Outdoor events (1,634)
- Private site face-to-face (1,359)
- Lotteries (1,094)
- Street face-to- face (1,033)
- Raffles (855)


"While we must continually stress the essential need for charities to fundraise energetically and innovatively, charities must find ways to ensure that their fundraising approaches minimise any concern to the public," said Andrew Hind, Chair of the Fundraising Standards Board. "Fundraising should always be a positive experience that reflects the charity's own values and the importance of its supporters. The public's dislike of some fundraising methods highlights the need for charities to listen ever more carefully to supporter feedback and adapt their fundraising strategies in line with those views."

Tags: addressed mail, charity, complaints, fundraising, telephone, UK

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