The FRSB complaints report

Every year, the FRSB publishes a UK fundraising complaints report. This is a summary of all fundraising complaints received by FRSB members. We ask our members to complete an annual complaints return and we publish results annually.

As the UK fundraising regulator, we ask our members to complete an annual complaints return so we can:

  • monitor the total level of fundraising complaints across the sector
  • highlight common issues behind those complaints
  • use public feedback to drive and shape fundraising standards and best practice.

All the information our members provide on their annual complaints return is kept strictly confidential and we only ever publish results for the membership as a whole.

Key statistics from the 2016 report

The FRSB Complaints Report 2016 is based on a record number of 1,504 reporting charities, reflecting the growth in FRSB members and the sector’s increasing commitment to accountability and transparency.

In 2015, our members recorded:

  • Over 13 billion fundraising contacts
  • 66,814 complaints
  • 28 complaints were escalated through the FRSB complaints process
  • 7 of these went on to adjudication
  • Top 3 areas of concern remain addressed mail, telephone and doorstep fundraising with a general dislike of specific fundraising methods and frequency of approaches generating the most complaints by topic.

Click on the following link to access the full report FRSB Annual Complaints Report 2016 or here if you want to download the summary report FRSB Annual Complaints Report 2016-Summary.