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For UK Members - Regarding Fundraising Standards Board
Does anyone record the complaints onto Raisers Edge? If so I would really appreciate it if you could email me as I would be interested to know how you actually record the process.
Members of the Fundraising Standards Board scheme will have to put in place a complaints process along with a complaints co-ordinator. This process should be available in writing and/or on the organisations website (if they have one). It should state how a complaint can be made.
Scheme members will be expected to:
Endeavour to resolve fundraising complaints as promptly and as amicably as possible
Keep a record of all fundraising complaints
File an annual return to us about the number and nature of any fundraising complaints. We will provide a template form for returns
I'd get a template from them first and then decide how to store the info so you can run a report off. I prefer Actions to notes as you can follow the trail easier.
We record complaints as Actions. In the Action Type, it's 'Complaint' and then we give more info in the Attributes, using tables such as 'Communications' - 'Too Much' and so on. Then any other info is stored in the Notes on the Action.
It's not brilliant for reporting but it's fairly simple for any of our Supporter Care Team to input.
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