Maintaining trust and confidence in your fundraising


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This presentation was given by Fundraising Standard Board's Samantha Wilson.

The main focus was Self regulation: From the public's perspective.

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  • Start with just a few pointers about public trust & confidence and then I’ll look at how self-regulation, from the publics’ perspective, can help you maintain that trust & confidence.
  • So where does self-regulation fit in with this?Back in X, government & charity sector began talking about the sector regulating its fundraising activity itself as a result of a few scandals. There was already a code of conduct through the IoF but no one to independently regulate it. So in 2006 a provision for self-regulation of fundraising was introduced in the Charities Act. Very much developed by the sector in order to show the public they could have confidence in them, a bit like a group hug!
  • In 2007 the Fundraising Standards Board, the new self-regulatory for fundraising in the UK, was launched to the public. We now have nearly 1500 organisations across the UK committed to regulation by us and they account for nearly £5bn of the voluntary income raised in the UK.Underpinning our work is the IoF Code of Fundraising Practice
  • Two key bodies in the self-regulatory systemThen we have you, organisations doing fundraisingYou encourage & receive feedback about your fundraising from the public (stage 1 of the FRSB complaints process if you’re a member)That then gets passed to us as an Annual Complaints ReturnAt the same time, we also get complaints from the public. Sometimes at stage 1 in which case they go straight back to you, but also at stage 2, where we need to get involved and mediate a resolution, or rarely, at stage 3 where our independent board adjudicateAll that information about the publics views on fundraising, then gets fed back to the IoFThey will then look at the Code of Practice and decide if changes need to be made in order to protect public trust & confidenceAnd a new part of the puzzle, is that we’re going to be introducing auditing for our members so as to strengthen the self-regulatory scheme and enable us to give greater reassurance to the public that those organisations signed up to self-reg through the FRSB are doing what they say they are. The idea would be that any problem areas within a charity will be passed to the IoF for training etc. [ADD IN TOPLINE 2012 COMPLAINTS DATA]
  • Maintaining trust and confidence in your fundraising

    1. 1. SELF-REGULATION: FROM THE PUBLICS PERSPECTIVE Sam Wilson Marketing & Policy Manager Fundraising Standards Board
    2. 2. Does the public trust you?  82% of donors trust the charities they support  72% of adults would have more trust in a charities fundraising if it was accountable to an independent regulatory body Source: TNS OnLineBus, February 2012. Trust faith • Accountable • Show good judgement • Good service quality
    3. 3. Does the public have confidence in you?  56% of adults would not want to support a charity if it’s fundraising wasn’t regulated Source: TNS OnLineBus, February 2012. Confidence fact • Regulated & monitored • Have system of redress • Follow a code of conduct Source: Schlesinger et al (2004); Sargeant & Lee (2002, 2004); Study Fundraising (Adrian Sargeant)
    4. 4. Self-regulation
    5. 5. What does it mean for your supporters? You’re accountable for your fundraising Annual submission of a complaints return Independent FRSB auditing & compliance checks You’ve got a proper process in place to deal with things if they do go wrong Plus there’s an independent body that they can turn to It shows you care what they think An opportunity to engage An opportunity to learn & improve You’re following industry codes of practice Makes it less likely that things will go wrong
    6. 6. Fundraising Standards Board (FRSB) Self-regulator for charity fundraising Institute of Fundraising (IoF) Sets the standards against which the FRSB regulates Professional development & training Fundraising complaints Consumer feedback passed to IoF Improved standards Audit /compliance referrals Fundraising Organisations Submission of annual complaints return Audit compliance to IoF Code FRSB Board Adjudication findings Self-regulation public info flow The public’s feedback Public feedback