Our Supporter Promise

Our supporter promise

Hospice in the Weald is dependent on the generous support of the community we serve in order to provide our vital services to patients with a terminal illness, their families, and carers. As your local hospice, we are trusted to care for people at what can be a very difficult and sensitive time of life. It’s important to us that we are continued to be trusted to support the community, and ensure that any money donated to the Hospice is spent efficiently and effectively on outstanding end of life care. If you have any questions about Fundraising at Hospice in the Weald or would like to change your mailing preferences, then please contact Tor Edwards, Head of Communications, on 01892 820502 or email tor.edwards@hospiceintheweald.org.uk

One of our Values at the Hospice is to be open, honest and transparent in all that we do. And so, our promise to supporters of Hospice in the Weald is that:

We will commit to high standards

• We have recently reviewed our Supporter Promise to ensure that we are compliant with the General Data Protection Regulations (GDPR). If you would like to change your communication preferences, please contact Tor Edwards, Head of Communications, using the information above.
• We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with this Promise
• We will comply with the law as it applies to charities and fundraising

We will be open, honest and transparent

• We will tell the truth and we will not exaggerate
• We will do what we say we are going to do with donations we receive
• We will be clear about who we are and what we do
• We will give a clear explanation of how you can make a gift and change a regular donation
• Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent
• We will be able to explain our fundraising costs and show how they are in the best interest of our cause if challenged
• We will ensure our complaints policy is clear and easily accessible (link to policies page)
• We will provide clear and evidence based reasons for our decisions on complaints

We will be respectful

• We will respect your rights and privacy
• We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision
• We will have a procedure for dealing with people in vulnerable circumstances. Please read our Policy on Safeguarding Vulnerable Adults (link to policies page) for more information
• If you tell us that you don’t want us to contact you in a particular way – or at all – we respect your wishes. We will work with the Telephone, Mail and Fundraising Preference Services to ensure that those who choose not to receive specific types of communication don’t have to

We will be fair and reasonable

• We will treat donors, supporters, and the public fairly, showing sensitivity and adapting our approach depending on your needs
• We will take care not to use any images or words that intentionally cause distress or anxiety
• We will take care not to cause nuisance or disruption to the public

We will be accountable and responsible

• We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public
• If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to any positive and adverse comments we receive
• We have an Adverse Comments and Complaints Policy and procedure which you can request to see at any time
• We will monitor and record the number of complaints we receive each year and address any trends that we identify