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FRSB scheme member

If you’ve not been able to resolve your complaint with the charity, you can either download a pdf of our complaint form , fill it in and send it back to us at:

Fundraising Standards Board, 61 London Fruit Exchange, Brushfield Street, London, E1 6EP;

Or you can enter your complaint online

Where we can help

Unfortunately, sometimes things can go wrong when charities fundraise. That’s where we come in. All our members have a complaints process which is designed to help them identify problems and handle them well, work quickly to resolve them and make sure they don’t happen again.  But if that doesn’t happen you can come to us and we will look at it again.  We have a completely independent complaints procedure, designed to help both the charity and you to reach a solution.

We will look at your complaint and decide if it has broken our members' Fundraising Promise or one of the Codes.  We will work with you and our member to try and resolve things and make sure they don’t happen again.

But if all else fails, our Board will assess and adjudicate on your complaint by looking at the Institute of Fundraising’s Codes of Fundraising Practice and our Fundraising Promise.

We can help if:

  1. Your complaint is about fundraising. In particular, if you have any problem with the way in which a member has raised money. For example, if you think they have broken the rules or a member of their staff has behaved badly.
  2. The organisation you wish to complain about is a Fundraising Standards Board scheme member
  3. You have already complained to the member organisation but are unhappy with the response

Types of complaint

The types of complaint we deal with are those that concern:

  • Any event arranged by a member organisation which raises money, such as:
  • A charity ball
  • A charity walk or run
  • A coffee morning
  • Anything that asks you for money, for instance:
  • Magazine and newspaper advertisements
  • Radio and TV commercials
  • Posters on legitimate poster sites
  • Direct mail (advertising sent through the post and addressed to you personally)
  • Door-drops and circulars (advertising posted through your letter box without your name on)
  • Advertisements on the internet, including banner ads and pop-up ads
  • An individual fundraiser (either on the street or at your door)

The types of complaint we DO NOT deal with are those that concern non-fundraising issues, such as:

  • The services a charity provides
  • Administration and staff costs
  • Administration or processing errors
  • Retail issues