Complaints

Sometimes things go wrong with fundraising and people want to raise a concern or complain. As the UK’s self-regulatory scheme for charity fundraising, part of our role is to help the public if they have a concern and to work with the charity or supplier to resolve it to everyone’s satisfaction.

The FRSB gives members guidance on how to set up a robust complaints procedure and how best to deal with complaints when they come in. And we also help donors to escalate issues through our independent complaints procedure, designed to help both the charity and donor to reach a solution.