Only 19 complaints escalated to stage 2 of FRSB process

first_imgOnly 19 complaints escalated to stage 2 of FRSB process Rafflesn/a 11,167,99011729,799,368338 Legacies64 n/a304n/a156 *In 2007, members were required to record and report complaint figures only. **2008 data has been revised from 26,349 complaints and 489,996,849 volume to the above figures after 2 members’ inaccurate returns were corrected and annual returns from suppliers were removed to ensure no duplication. These revisions have been made to enable the FRSB to present a more consistent and clearer picture of fundraising complaints year on year. Advertisement Direct mail3,114 53,062,8003,608200,392,5805,081 Fundraising Type *2007 Complaints **2008 Volume**2008 Complaints2009 Volume2009 Complaints Door to doorn/a 12,582,34047922,382,0112,106 Onlinen/a 233,749,896562,161,724,74460 Outdoor eventsn/a n/a370957,245530 Challenge eventsn/an/a30103,79765 Major donors6 n/a31n/a12 Door dropsn/a 92,490,521360131,296,211224 AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis Telephone2,119 3,193,1141,1704,719,9572,147 Howard Lake | 8 June 2010 | News Total8,436 434,546,7117,7662.7 billion12,945 The Fundraising Standards Board (FRSB) has published details of the fundraising complaints received by FRSB members during 2009.Although fundraising complaints have increased by 67% year-on-year, only 19 of these complaints (one less than in 2008) were escalated to Stage 2, requiring the formal intervention and proposed resolution by the FRSB. All complainants were satisfied with the FRSB’s response, so no complaints were elevated to Stage 3 for final adjudication by the board.Overall, 2.7 billion contacts made by charities with supporters via phone, mail, email, face-to-face and other channels generated 12,945 complaints. In 2008 the figures were 7,766 complaints arising from 434,546,711 donor contacts made by FRSB member charities.This increase is put in some context by the FRSB which points out that 2009 say a 31% growth in its membership numbers (with 272 new members), and a 42.3% increase in responses from member charities, together with improved monitoring and reporting.FRSB members are required to monitor all fundraising complaints each calendar year and to submit a complaints return to the FRSB during the first quarter of the following year. The complaints report and analysis are published today within the FRSB’s annual report ‘A Confident Future for Fundraising’.Direct mail, telephone and door-to-door fundraising were the methods that attracted the highest number of complaints. In terms of the first two, the FRSB commented that “it is the frequency of mailings and tone of the telephone calls respectively that are of most concern to the public”.Although FRSB members report a growth in the volume of fundraising, complaints were not evenly distributed. For example, telephone fundraising has seen a 48% increase in volume, but an 83.5% increase in complaints, whereas digital fundraising (email and online) have seen a considerable rise in reported volume (626% and 825% respectively) from a relatively low base, but very little increase in complaints (11% and 7%).Perhaps not surprisingly, given the volume of their fundraising activity, the top 50 charities by voluntary income account for 84% of all complaints and 98% of fundraising volume reported by FRSB members.Complaints: A three year picture Volunteer25 n/a858n/a108center_img Lotteriesn/a 15,696,72224511,804,88286 About Howard Lake 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 GoodJobs.org.uk. Researching massive growth in giving. Cash collections85 303,75280771,26353 Trusts6 n/a6n/a11 Data protection2,179n/a238n/a1,172 Emailn/a 10,324,12621174,926,415234 TVn/a 1,564,3695859,664,996151 Tagged with: Fundraising Standards Board Law / policy Social activitiesn/an/a35247,36543 Other828 0000 Radion/a 6474102,76010 Other prize drawsn/a 7,064202,872,57912 Streetn/a***403,370227***147,880312 ***This number only denotes the number of people who sign up and complete a direct debit form. It does not take into account the number of people that are approached by a street fundraiser and decline to donate.Alistair McLean, Chief Executive of the Fundraising Standards Board, said: “We believe that member charities continue to fundraise at a very high standard across all disciplines and, on the whole, complaints remain reassuringly low. What is more, the FRSB is seeing evidence of a growing understanding of best practice in complaint handling. We are increasingly supporting members at the forefront of the complaints process, advising them how best to tackle complaints to ensure a swift resolution and continued donor relationships.“As a result, the large majority of complaints were quickly resolved with only 19 requiring the formal intervention of the FRSB. This suggests that members are handling public concerns well and sensitively…”“What is evident from three years’ cumulative data is that complaints remain low relative to activity. And yet, there are a few core areas of fundraising that consistently attract a higher rate of complaints than others. It is clear that no two years in fundraising are the same, particularly during and post a global recession. The techniques used vary considerably as fundraisers innovate and adapt to the changing demands of donors.”Nick Hurd MP, Minister for Civil Society, welcomed the report, saying: “I commend all the members of the Fundraising Standards Board for their public commitment to keeping a high standard of fundraising practice. Fundraising is often the public face of charities and we have a strong tradition of charitable giving in the UK. Charities rely on generous public support to carry out their charitable work and the Fundraising Standards Board enables the public to donate to charities that are a member with confidence.”www.frsb.org.uk  18 total views,  1 views today AddThis Sharing ButtonsShare to TwitterTwitterShare to FacebookFacebookShare to LinkedInLinkedInShare to EmailEmailShare to WhatsAppWhatsAppShare to MessengerMessengerShare to MoreAddThis Corporate10 n/a32n/a34last_img read more

Read More »

People

first_img Previous Article Next Article Related posts:No related photos. Globetrotting Andy Craggs has landed the top HR job at Egg, although itshouldn’t be too daunting for him as he has previously worked for some of theworld’s biggest corporations. Relocating from the US to Europe two years ago, Craggs says he is now reallylooking forward to spending time living and working in the UK. “I’m a keeninternationalist, having grown up in many places and speaking a few languages,so I hope to bring that to the table as Egg looks at new markets.” His role at Egg is primarily people focused and he brings a wealth ofexperience from his previous jobs at Sony, Disney and the Wall Street Journal. “My duties will be to inject new impetus and fresh ideas into theoverall people function of Egg. I report to CEO Paul Gratton and as such willbe responsible for ensuring that the potential of Egg’s people is fullydeveloped,” he explains. Craggs also wants to align the HR function with the key business initiativesand ensure all the right systems are in place to improve people management. “Egg is a visionary brand and I want to develop and reflect thatposition internally with one of its most important resources – its people. Ifwe are successful, the people function will provide solutions and strategiesthat directly impact on business success,” he says. Craggs, who enjoys sports, travel and culture, also has a clear notion ofwhat he enjoys about HR. “Creating solutions so that people are free to betheir best, know how they fit into the business plan, and how they can have animpact. Making a company a fun and unique place to work is also great,” heconcludes. CV2001 Chief people officer, Egg1999 Vice-president HR, Sony Pictures Europe1997 Vice-president international HR Sony Pictures, TV division1994 Director international HR, The Walt Disney Company1987 International consultant, Watson Wyatt 1985 International HR specialist, Wall Street Journal  On the moveSarah Hogg has joined recruitmentconsultancy The Buzz as an HR consultant. She joins from Phee Farrer Joneswhere she was responsible for recruiting journalists and sub-editors. Hogg willwork across a range of industries from retail to petrochemicals, on all levelsof HR roles. In the past she has worked for the BBC and is CIPD qualified.The Commission for Racial Equalityhas appointed Daniel Silverstone as chief executive. Silverstone was secondedto the CRE from London Boroughs Grants in April with a remit to help theorganisation deliver its Race Relations Amendment Act obligations. He willintroduce systems that will help the organisation advise the public sector andfulfil public expectations.The Suffolk Health Authority hasappointed Margaret Parry as an HR specialist. Parry will advise the authority,based in Ipswich, on operational human resources policy and the day-to-dayworking of the department. Prior to joining the health authority, she worked asan HR adviser to AXA Insurance, also based in Ipswich. Comments are closed. PeopleOn 4 Dec 2001 in Personnel Todaylast_img read more

Read More »

Miramar to host art exhibition

first_imgThe Ansin Family Art Gallery The works of three Jamaican born artists will be on display at the Our Caribe Journey: The Exhibition, from June 7 – July 1 inside the Miramar Cultural Center’s Ansin Family Art Gallery, on June 7 at 6:00 PM.The three artists, Richard Hugh Blackford, Mark Cameron and David Muir will be on hand to participate in a meet and greet session.last_img

Read More »