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Annual Complaint Returns due in to FRSB

Annual Complaint Returns due in to FRSB

The Fundraising Standards Board (FRSB) is reminding its charity members to submit their annual Complaint Returns by 10 March. These should feature details of their fundraising activity and complaints received during 2014.

Completion is required by all FSRB member charities, apart from advocate members, that signed up to regulation before July 2013.

This year the regulator is seeking additional information about the causes of complaints in three areas of fundraising:

  • telephone
  • doorstep face-to-face
  • household clothing / goods collections.

Alistair McLean, Chief Executive of the Fundraising Standards Board, said: 

“Completion of the annual complaints return is a key membership requirement and accountability measure for charities that are signed up to the FRSB. This year, we are taking a closer look at telephone fundraising, door-to-door and household collections, which have been on the rise in recent years. We are keen to determine whether this increase has continued throughout 2013, if any change is proportionate to the volume of fundraising activity and what issues the public is most concerned about.”

Members of the public can check to see whether eligible organisations have completed their returns by looking at charity members’ profiles on the FRSB’s website.

Once received, the FRSB will examine the complaints returns and produce an overall complaints report in June 2014.


Howard Lake is a digital fundraising entrepreneur. Publisher of UK Fundraising, the world's first web resource for professional fundraisers, since 1994. Trainer and consultant in digital fundraising. Founder of Fundraising Camp and co-founder of Research massive growth in giving.

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