Our commitments

Addressing equity, diversity and inclusion in the charity sector

We are fully committed to ACEVO’s eight leadership principles to tackle racism in the charity sector.

Paying people who work for us a Living Wage

We are an accredited Living Wage Employer. We pay all of our directly employed staff the Real Living Wage and ensure that all regular sub-contracted staff are as well.

Equitable opportunities for disabled people

We are a Disability Confident Leader. This means we are committed to challenging attitudes towards disability and increasing understanding of disability. We aim to remove the barriers for disabled people and those with long-term health conditions to working with us. As Leaders, we hope to encourage more organisations to become Disability Confident.

Working towards better mental health at work

We have signed up to the Mindful Employer Charter to demonstrate our commitment to better mental health at work. Every two years we complete a self-assessment which helps us to reflect on current practice and policies.

Reducing our impact on the environment

We achieved Green Mark Level 1 accreditation in 2022. The process of applying for the Green Mark accreditation helped us create a framework and targets so we can monitor and reduce our emissions and environmental impact going forward.

Continuously improving our services

All our services are matrix accredited which means they meet the international quality standard for organisations that deliver information, advice and/or guidance (IAG). Matrix accreditation helps us to continuously improve our services by benchmarking against best practice and highlighting areas for development.

Supporter promise

Our communications will be honest, truthful, and transparent. This will be reflected in the information we provide on how we use your donations and the funds we raise.

We aim to exceed your expectations with the level of service we provide.

We treat our supporters as individuals and value each contribution. We want to develop long-lasting relationships with all new and existing donors.

We take complaints very seriously and will aim to respond to and resolve any written complaint within 7 working days. You can contact us directly here.

We always monitor and evaluate the companies and people that act on our behalf. We ensure they meet our high expectations and standards of supporter care.

We listen to and respect the wishes of our supporters. If you tell us you want to change the way you hear from us or don’t want to hear from us again, we will respect your decision and do as you request.

We will never sell your personal data to anyone else. We will never share your data without your permission.

We will always maintain confidentiality and ensure your data is protected under the Data Protection Act. Please see our Privacy Policy for further details.

We believe every donation makes a difference. Should something not go according to plan, we will acknowledge when we make mistakes and will put things right.

Your donation will be processed efficiently and promptly and acknowledged by letter or email.

We welcome and encourage supporter feedback from you in order to improve what we do.

We do not ‘cold-call’ people. We only phone people with whom we have an existing relationship or who have already given us permission to contact them.