FundRaising Standards Board

Advice & Regulation

• The Standards
  • The Code of Fundraising Practice
  • The Fundraising Promise
  • Self-regulation
  • Influencing the Standards
• Complaints
  • Identifying a Complaint
  • Our Process
  • Member Adjudications
  • Non-member Investigations
  • Annual Return
• Supporter Care
• 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

Best Practice in Supporter Care

We have always championed the importance of FRSB members providing exceptional standards of supporter care.

Due to the difficult economic climate over the last few years, it has become even more crucial that supporters feel valued, listened to and actively involved in the charities they support.

To help our members deliver these exceptional standards we have developed several new resources:

• A Supporter Care Charter - an over arching set of principles to help deliver exceptional standards in supporter care
• A Supporter Care Manual - guidance on how to implement exceptional supporter care.

These are both working documents so if you have any feedback on them please let our Compliance Manager, Pete Meacham, know. You can contact him by email or phone on 0333 321 8803.

We have also gathered some new case studies from member charities that cover some of what we believe to be the key aspects of successful supporter care.

• Recruiting the right people - Crisis
• Empowering staff - Oxfam
• Getting to know your supporters - actionaid and a second case study from WaterAid
• Implementing a complaints process - Breast Cancer Campaign