Our fundraising standards

• We will adhere to the Fundraising Code of Practice.
• We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise.
• We will comply with the law as it applies to charities and fundraising.
• We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice.

• 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 interests of our cause if challenged.
• We will ensure our complaints process is clear and easily accessible.
• We will provide clear and evidence based reasons for our decisions on complaints.

• 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 and it will be available on request.
• Where the law requires, we will get your consent before we contact you to fundraise.
• If you tell us that you don’t want us to contact you in a particular way we will not do so. 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 treat donors 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 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 compliments and criticism we receive.
• We will have a complaints procedure, a copy of which is below. 
• Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
• We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

We currently send:

• a triannual membership magazine which may contain an appeal or ask for assistance
• a monthly emailed newsletter (if you have signed up for it) which may also contain details of current appeals
• possibly two appeals per year by separate mailing

We do occasional (less than once a year) door drops to particular postcodes but we wouldn't contact the same postcodes more than once every two years.

A typical member would be contacted once every 3 years and asked to upgrade their subscription.

We value our members and the relationship we have with them and new members receive a ‘welcome call’ during their first few months of membership to ensure they are happy. As we value this relationship so highly we do not sell membership data to third parties.

Derbyshire Wildlife Trust want to exceed your expectation in everything we do. However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, in order to deal with the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop our approach. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

Your thoughts and suggestions

We welcome any thoughts, feedback, suggestions or complaints you may have.  Please call, email or write to us and we will:

• Always consider your thoughts seriously
• Endeavour to resolve complaints promptly
• Improve the way we work as a result of your ideas
• Treat your thoughts in confidence

How to get in touch

Feel free to contact us at any time so that we can give you a swift response.  Generally enquiries can be sorted out quickly by our staff.

By post:  Derbyshire Wildlife Trust, Main Street, Middleton, Matlock, Derbyshire, DE4 4LR

By phone:  01773 881188

By email:  enquiries@derbyshirewt.co.uk

Next steps

We will always try to resolve any issues there and then but if we are unable to do so we will contact you within 48 hours by phone or email or if we are communicating by post, 5 working days, to explain the next steps.

Derbyshire Wildlife Trust is registered with the Fundraising Regulator and is committed to the highest standards in fundraising practice.

If your complaint relates to fundraising and you feel it remains unresolved then the Fundraising Regulator can investigate your complaint (England & Wales only). You should contact them within two months of receiving your response from us.

Fundraising Regulator
1st Floor
10 St Bride Street
London
EC4A 4AD
0300 999 3404
enquiries@fundraisingregulator.org.uk

Further assistance with regards to your complaint about fundraising can be sought from the following organisations:

England & Wales 
Charity Commission
PO Box 1227 Liverpool
L69 3UG
0845 3000218
www.charity-commission.gov

For further assistance with complaints regarding information rights practices (data protection), advice can be sought from the Information Commissioner’s Office, whose remit covers the UK.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
0303 123 1113
casework@ico.org.uk