We believe that F2F is conducted to high professional standards. Our mystery shopping programme continually records high average scores while very few public complaints are made about F2F to members of the Fundraising Standards Board or directly to us. However, bad practice and code breaches do of course occur.
Anyone who believes they have reason to complain about a breach of the Face-to-Face Activity Code of Fundraising Practice should in the first instance direct their complaint to the charity as it is ultimately the charity itself that is responsible for the actions of its staff or agents. Importantly, most of PFRA’s major charity members are also members of the Fundraising Standards Board. The FRSB exists to adjudicate on any complaint made to one of its member charities that that member cannot resolve to the satisfaction of the complainant.
The PFRA wil however respond to and deal with any complaints regarding code breaches that are made directly to us through the 'Want to make a complaint?' link.
Anyone who wants to complain about a breach of a site management agreement should contact the PFRA using the 'Want to make a complaint?' link or call the PFRA on 020 7401 8452.
PFRA does not deal with complaints about charity cash collections.