The Fundraising Promise
At the Wells Cathedral Chorister Trust, we believe that philanthropy should be an enjoyable experience. We work hard to ensure that all our interactions with current and potential donors are of the highest quality. We are registered with the Fundraising Regulator, and have signed up to the Fundraising Promise, demonstrating our commitment to best practice.
This promise outlines the commitment made to donors and the public by fundraising organisations which register 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.
A Fundraising Complaint
Fundraising complaints should pertain to an action or area which is within the remit of the Wells Cathedral Chorister Trust. If you believe that we have not complied with the Fundraising Promise, and therefore may be in breach of the Code of Fundraising Practice as outlined on the Fundraising Regulator’s website, please raise your concerns following the steps below.
How to complain
Tell Us
You may register your complaint with us in any of the following ways:
Email: clerk@wcct.co.uk or chairman@wcct.co.uk
Post: WCCT office, Polydor House, 15 The Liberty, Wells, Somerset, BS5 2ST
Please include your name and contact details in your email or letter so that we can get back in touch with you easily.
Throughout the complaint process, we will treat you fairly and with respect, keep you informed of progress, respond promptly, and let you know how to escalate a complaint if you wish to pursue it further.
We will respond
We aim to acknowledge all complaints within 10 working days, and to resolve them within 20 working days. (Please note that our office is shut during the month of August)
Your complaint will be fully investigated, and the outcome of our investigation will be communicated to you within 20 working days of the receipt of your complaint. If it is not possible to give a response within that timescale, we will contact you to explain why and to provide an indication of when a full response can be expected.
If you are not satisfied
If you are not satisfied with our response, please let us know and your complaint will be looked into by another member of the Board of Trustees. This Trustee will write to you setting out the outcome of their review and the rationale for their decision.
An acknowledgement will be sent in writing within 10 days of receiving your response, and we will aim to complete the review within 25 working days.
What to do next
If you are still not satisfied and would like to make a complaint to the Fundraising Regulator regarding the Wells Cathedral Chorister Trust, please contact them directly.
The Fundraising Regulator
The Fundraising Regulator is the independent regulator of charitable fundraising in the UK. It sets and promotes the standards for fundraising practice and adjudicates complaints from the public about fundraising where these cannot be resolved by the charities themselves.
The Wells Cathedral Chorister Trust is registered with the Fundraising Regulator and subscribes to the Code of Fundraising Practice.