FundRaising Standards Board

Advice & Regulation

• The Standards
  • The Codes of Fundraising Practice
  • The Fundraising Promise
  • Self-regulation
  • Influencing the Standards
• Complaints
  • Identifying a Complaint
  • Handling a Complaint
  • Our Process
  • Adjudications
  • Annual Return
• The FRSB Tick
  • Public Confidence
  • Using the Tick
  • Download the Tick
  • Promoting Your Membership
• Your Membership
  • What It Means
  • Getting Started
  • Communicating your membership
  • The Advisory Forum

Handling a Complaint

Unfortunately, sometimes things can go wrong when charities fundraise. That's where we come in. A well-handled complaint will ensure negative coverage is kept to a minimum and will help improve relationships with your supporters. We'll give you a clear and concise process to follow, to ensure a satisfactory resolution.

When you join, we’ll ask you to:

• Nominate a complaints co-ordinator
• Make sure your complaints procedure is available in writing or on your website
• Keep records of complaints
• Try to resolve all fundraising complaints as quickly as possible.

If your organisation doesn't have an internal complaints process then we can supply you with a generic process when you join.

For some top tips on handling complaints, download our Top 10 Tips for Better Complaints Handling booklet in pdf format.

Members can also download our complaints manual (in PDF format), which gives additional guidance on handling complaints.