Fundraising complaints rise 10%

colinDirect marketing techniques continue to dominate the hall of shame when it comes to charity fundraising complaints, according to the Fundraising Standards Board’s annual report, with the total number of moans rising by nearly 10%.
Direct mail continues to attract the biggest number of gripes, at 12,474, and although nearly double the second place telephone fundraising, mail concerns have fallen from 48% in 2011, to 40% of all complaints in 2012.
There were also 2,325 complaints about data protection, representing a tenth of all complaints received.
FRSB chair Colin Lloyd, former DMA president, said: “With so many charities reporting no complaints at all and the overwhelming majority of issues being resolved at Stage 1, the charity sector as a whole continues to perform well.  But the sector must not be complacent. Looking across the full data set, there are a number of fundraising activities and behaviour that the public is unhappy about.
“Fundraisers must take great care in what they do and how their actions may be perceived. Often it is a fine line between communicating the cause and need for funding effectively, while ensuring that members of the public do not feel uncomfortable with the way fundraisers go about it.
“With the majority of charities that fundraise on the doorstep reporting complaints about behaviour, practitioners are advised to listen carefully to consumer concerns, address the issues and, where relevant, adapt accordingly.”

Top 10 Complaints by Fundraising Method
 

Complaints

Fundraising Volume

% Charities using Fundraising Method that Report Complaints

Addressed direct mail

12,474

165,866,207

64%

Telephone fundraising

6,379

11,505,202

65%

Doorstep face-to-face fundraising

5,555

43,617,913

83%

Clothing collections

1,910

148,801,675

42%

Email fundraising

1,887

137,478,598

35%

Outdoor events*

1,024

1,559,087

19%

Street face-to-face fundraising**

820

29,984,760

65%

Unaddressed direct mail

747

116,383,124

46%

Lotteries*

656

44,598,177

35%

Private site face-to-face fundraising*

435

346,908

38%

 

 

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