This promise outlines the commitment made to our donors and the public as an organisation registered with the Fundraising Regulator. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful. The standards for fundraising are set out in the Code of Fundraising Practice.

We will commit to high 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 be clear, honest and open

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 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 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 be fair and reasonable

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 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 compliments and criticism we receive.

We will have a complaints procedure, a copy of which will be available on our website or available on request.

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.

 

Our Complaints Policy

Southampton Hospitals Charity is committed to delivering a high standard of service to anyone who
engages with our work.

We are keen to hear from anyone who believes we have fallen short of the high standards we set
ourselves. You can provide you feedback by phone on 023 8120 8881, email beth.hall@southamptonhospitalscharity.org or,
alternatively, you can write to the following address:
Southampton Hospitals Charity
Mailpoint 135
Southampton General Hospital
Southampton
SO16 6YD

We will acknowledge and provide an initial response to your feedback within 10 working days of
receiving it. Whilst we expect to be able to resolve most complaints within that time frame, if we need to
conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working
days. If we are unable to meet that deadline due to exceptional circumstances, we will of course let you
know.

If you are not happy with the response you receive, you can escalate your concerns to our Charity
Director who will consider the matter in more detail.

If your complaint is about our fundraising activities and we are unable to resolve it to your satisfaction,
you can ask the Fundraising Standards Board, the self regulator for fundraising in the UK, to consider
it by:

• Submitting your complaint through the FRSB website www.givewithconfidence.org.uk
• Writing to Fundraising Standards Board, 65 Brushfield Street, London E1 6AA.
• Calling 0333 321 8803.

Southampton Hospitals Charity is a member of the Fundraising Standards Board and we agree to abide
by its decisions. Please note that the Fundraising Standards Board can only consider complaints
received within three months of the original incident.

The Fundraising Standards Board will investigate your complaint within 20 working days of receiving it
and if you are not satisfied with its conclusions, you can request that their Board of Directors look at it
again. Their decision will be made within 60 calendar days, will be final and will be made public.

Last updated: 13/06/2024