Hope and Homes for Children is a member of the Fundraising Standards Board. We are therefore committed to the following standards in our fundraising practice.

We are Committed to High Standards

• We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with the Codes and with this Promise.
• We comply with the law including those that apply to Data Protection, Health and Safety and the Environment.

We are Honest and Open

• We tell the truth and do not exaggerate.
• We do what we say we are going to do.
• We answer all reasonable questions about our fundraising activities and costs.

We are Clear

• We are clear about who we are, what we do and how your gift is used.
• Where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive.
• We give a clear explanation of how you can make a gift and amend a regular commitment.

We are Respectful

• We respect the rights, dignities and privacy of our supporters and beneficiaries.
• We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision.
• If you tell us that you don’t want us to contact you in a particular way we will not do so.

We are Fair and Reasonable

• We take care not to use any images or words that cause unjustifiable distress or offence.
• We take care not to cause unreasonable nuisance or disruption.

We are Accountable

If you are unhappy with anything we have done whilst fundraising, you can contact us to make a complaint. We have a complaints procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication.

Please note that Our Fundraising Promise reflects the high standards we expect from our activities, however we may not undertake all the activities that each statement reflects.

Our Complaints Procedure

Hope and Homes for Children place each and every supporter at the core of our work. Our supporters have enabled us to become what we are today – a charity that is transforming the lives of thousands of children who were living with little hope for the future and now have love, security and a life to look forward to.

If you have a complaint please let us know. Your view and opinions on any aspect of our work are important and will help to inform how we operate in the future.

If you have a complaint please send it to:

Joe Sutton, Head of Supporter Services
Hope and Homes for Children
East Clyffe
Salisbury
SP3 4LZ

Email: Joe.Sutton@hopeandhomes.org

Call: 01722 790111 between 9am – 5.30pm Monday to Friday

Please give us your name, address, email address or phone number that you would prefer us to contact you on.

We will treat your complaint with the utmost urgency and reply within 48 hours.

If you are still not satisfied then please continue the correspondence, as it is important to us to reach an amicable and acceptable conclusion.

Hope and Homes for Children are members of the Fundraising Standards Board and if your complaint is not satisfactorily resolved you may choose to refer it them for further resolution.

Key Contacts

Joe Sutton Head of Supporter Services Hope and Homes for Children East Clyffe Salisbury Wiltshire SP5 3NG Telephone: 01722 790111 Email: Joe.Sutton@hopeandhomes.org

Fundraising Standards Board Hampton House 20 Albert Embankment London SE1 7JT Telephone: 0845 402 5442 Website: www.givewithconfidence.org.uk