FUNDRAISING STANDARDS BOARD
The Dame Vera Lynn Trust is a member of the Fundraising Standards Board and as part of this complies with the following Fundraising Promise to all it's members:
Our Fundraising Promise
We are members of the Fundraising Standards Board (FRSB) self-regulatory scheme. The FRSB works to ensure that organisations raising money for charity from the public do so honestly and properly. As members of the scheme, we follow the Institute of Fundraising’s Codes of Fundraising Practice and comply with the key principles embodied in the Codes and in this Promise
We Are Committed to High Standards
We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with the Codes and with this Promise
We comply with the law including those that apply to data protection, health and safety and the environment
We Are Honest and Open
We tell the truth and do not exaggerate
We do what we say we are going to do
We answer all reasonable questions about our fundraising activities and costs. Please contact us, visit our website or see our Annual Report if you require further details
We Are Clear
We are clear about who we are, what we do and how your gift is used
Where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive
We give a clear explanation of how you can make a gift and amend a regular commitment
We Are Respectful
We respect the rights, dignities and privacy of our supporters and beneficiaries
We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision
If you tell us that you don’t want us to contact you in a particular way we will not do so
We Are Fair and Reasonable
We take care not to use any images or words that cause unjustifiable distress or offence
We take care not to cause unreasonable nuisance or disruption
We Are Accountable
If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint
We have a complaints procedure which is set our below and a copy is available on request from the trust office. If we cannot resolve your complaint, we accept the authority of the FRSB to make a final adjudication.
COMPLAINTS PROCEDURE
The Dame Vera Lynn Trust
How to Raise Your Concerns:
STAGE 1:
Where your concerns relate to fundraising, you should initially contact The Dame Vera Lynn Trust:
• Through our complaints co-ordinator
• If you are not satisfied with the initial response, contact the Chief Executive in writing.
We will endeavour to resolve your concern as promptly and as amicably as possible.
We will acknowledge your query within 14 days, investigate your concern within 30 days and advise you promptly of the outcome.
The Dame Vera Lynn Trust will keep a full and up to date complaints record. This record will include:
The date we received the complaint.
A copy of the complaint itself, including all relevant emails, letters and details of any phone conversations.
If relevant, details of the code of practice and/or section of our Fundraising Promise that's alleged to have been broken.
Details of what has been done to resolve the complaint.
A copy of the letter or email sent to the complainant. The response will provide full details of the investigation and advice on what to do next if the complaint is not satisfied.
This record will be available should it be requested as part of the FRSB investigation.
STAGE 2:
If these options do not meet your concerns, The Fundraising Standards Board will investigate your complaint and report their findings to you within 30 days. If you still dissatisfied, you can ask the Board of Directors of the Fundraising Standards Board to look again at your complaint. Their decision will be made within 60 days and will be final. The Dame Vera Lynn Trust agrees to abide by decisions made by the FRSB Board.
STAGE 3:
Where your concerns relate to Public Collections, contact:
• The Local Authority Licensing Officer
• The Police
STAGE 4:
Where your concerns relate to:
• Dishonest handling of funds
• Misapplication of charitable funds
• Actions that contravene The Dame Vera Lynn Trust deed or charity law
• Actions that threaten to bring The Dame Vera Lynn Trust into disrepute
You should contact :
The Charity Commission
PO Box 1227
Liverpool
L69 3UG
Or visit their website - www.charity-commission.gov.uk
This complaints procedure is in accordance and compliant with the standards set-out by:
The Fundraising Standards Board
61 London Fruit Exchange
Brushfield Street
London E1 6EP
Telephone: 0845 402 5442
www.frsb.org.uk
You can download a copy of the Fundraising Standards Board Complaints Policy by clicking here