Fundraising Promise

We are members of the Fundraising Regulator. The Fundraising Regulator works to ensure that organisations raising money for charity from the public do so in a way that is open, honest and respectful. As members of the scheme, we follow the Fundraising Regulator’s Code of Fundraising Practice and comply with the key principles embodied in the Code and in this Promise.

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 Code and with this Promise

• We comply with the law including those that apply to data protection, health and safety and the environment

• Our dedicated Quality and Compliance team work to make sure that our fundraisers are of the highest standard in terms of compliance and supporter experience.

We are honest and open

• We tell the truth and do not exaggerate

• We do what we say we are going to do

• We do not make claims that we do not have evidence to support

We are clear

• We are clear about who we are and what we do

• We give a clear explanation of how you can help make a difference to the charities we work for

We are respectful

• We respect the rights, dignities and privacy of our clients’ 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

• We will never ask you to cancel or change and existing gift to a charity you have chosen to support

• If you tell us that you don’t want us to contact you in a particular way we will not do so, and we will pass that information to the charity

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 do not make phone calls outside the hours of 10.30am and 8pm

We are accountable

• If you are unhappy with a call you have received from Return Fundraising, you can contact us to make a complaint

• We are committed to responding to any complaints within 24 hours, and our complaints policy is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Regulator to make a final adjudication

• We regularly review complaints to make sure that we have taken any and all actions possible to rectify the situation for future supporters