Fundraising promise/strategy

Zoë’s Place Trust is registered with the Fundraising Regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland.

This means that Zoë’s Place makes a commitment to our donors, supporters and to the general public that our fundraising is legal, open, honest and respectful.

It also means that we agree to operate in line with the standards set out in the Code of Fundraising Practice. The Code of Fundraising Practice sets out the responsibilities that apply to fundraising carried out by charitable institutions and third-party fundraisers in the UK and covers a wide range of fundraising methods.

The code aims to:

promote a consistent, high standard of fundraising
make sure that charitable institutions, their governing bodies and fundraisers know what is expected of them set out the standards used by the Fundraising Regulator when considering complaints

provide a benchmark for organisations and fundraisers develop a culture of honesty, openness and respect between fundraisers and the public

Zoë’s Place Fundraising Promise

Our commitment to the Fundraising Regulator’s standards is outlined in the Fundraising Promise which states that:

We will commit to high standards

We will adhere to the Fundraising Regulator’s Code of Fundraising 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 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 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.

We ensure that all fundraising staff and volunteers are trained in awareness of safeguarding vulnerable adults and children.

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 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 our Heads of Fundraising 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.

How we look after your data

We respect and value all our supporters and we will never swap or sell your data to any third party. Any information you provide to us will be used only to support your relationship with Zoë’s Place.

All data collected from our donors and supporters is held and processed in line with our Data Protection Policy, Data Retention Policy, and Data Security Policy, and our Privacy Notice.

We will not share, swap or sell data collected from our donors and supporters with any third party unless we are legally required to do so – for example with HMRC for the purposes of auditing Gift Aid; sharing will be in line with our data protection policies and privacy notices listed above.

Financial data: we only collect your financial information in order to process a donation – for example a credit or debit card transaction. These details are destroyed as soon as the transaction is complete, in accordance with our Data Retention Policy.

Complaints, comments and compliments

We work hard to deliver a high-quality service to all our supporters and we welcome feedback at any time.
Despite our best efforts, we occasionally don’t get it right and when this happens, we encourage you to let us know as soon as possible so that we can resolve the problem.

If you’re not happy that the problem has been resolved, you may wish to make a complaint.
We treat all complaints seriously in accordance with our Fundraising Promise, and see them as an opportunity to reflect on how we can improve. We will always say “thank you” when we get it right and “sorry” when we get it wrong.

Please contact the Head of Fundraising for your local hospice with any comments, concerns or compliments on any aspect of our fundraising activities.

For the Complaints Procedure click here.

You can also contact us directly:

Zoë’s Place Coventry, Head of Fundraising: Ian Carr
ian.carr@zoes-place.org.uk
Mobile: 07584 413 965; Landline: 02476 939 025
Zoë’s Place Baby Hospice, Easter Way, Ash Green, Coventry CV7 9JG

Zoë’s Place Liverpool, Head of Fundraising: Matt Meaney
matt.meaney@zoes-place.org.uk
Mobile: 07584 324131; Landline: 0151 228 0353
Zoë’s Place Baby Hospice, Yew Tree Lane, West Derby, Liverpool, L12 9HH

Zoë’s Place Middlesbrough, Head of Fundraising: Harriet Langston
harriet.langston @zoes-place.org.uk
Mobile: 07584 325992 Landline: 01642 457985
Zoë’s Place Baby Hospice, Crossbeck House, High Street, Normanby, Middlesbrough, TS6 9DA