Our Fundraising Promise

Deafway is registered with the Fundraising Regulator, the independent body which sets and maintains the standards for charitable fundraising in England, Wales, and Northern Ireland.

We are committed to the Fundraising Promise and to treating donors and the public with respect, fairness, honesty, and clarity in our fundraising activities. We will keep our fundraising practices under review and we will work with others with the aim of improving practice across the charity sector.

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Our Funding Promise
Fundraising Complaints Procedure

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 FAIR & 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 CLEAR, HONEST & 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 ACCOUNTABLE & 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.

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.

WHERE TO SEND YOUR COMPLAINT TO

If you would like to make a complaint about any aspect of our fundraising activity, please contact us in any of the following ways:

By telephone: 01772 796461

By email: info@deafway.org.uk

In writing to:
CEO
Deafway
Brockholes Brow
Preston
PR2 5AL

Or send a video letter by post or email as above.

PROCEDURE FOR RESOLVING COMPLAINTS

We will acknowledge your complaint within 5 working days.

We will investigate the complaint fully and write to you with the outcome within 3 weeks of the date of our acknowledgement.

If you are not happy with our response, please let us know as soon as possible and we will escalate it to a more senior manager, who will carry out a review and let you know the outcome.

If you are still unsatisfied, you can refer your complaint to the Fundraising Regulator. Their contact details are:

Fundraising Regulator
2nd Floor
CAN Mezzanine Building
49–51 East Road
London
N1 6AH

Telephone: 0300 999 3407
Email: enquiries@fundraisingregulator.org.uk

We will ensure that all complaints are: