Fund Raising Promise

Our Fundraising 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 of 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 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. Please see our complaints procedure. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication.

Further information

If you would like further information please visit the Fundraising Board Website www.frsb.org.uk

Fundraising complaints procedure

How do I complain?

Peaceful Place carries out a wide variety of fundraising activities. Some of these are organised by our Fundraising Manager in conjunction with our Fundraising Sub Group, others are organised by our Supporters and our Friends. If you have a complaint about any of our fundraising activities, then you should direct your complaint to:

Fundraising Officer,
Peaceful Place,
Dalys Road, Rochford,
Essex SS4 1RA.

Telephone 01702 546476 or email fundraising@peacefulplace.co.uk

When you contact us with a complaint, please remember to tell us what has happened, when it happened, and where it happened. If your complaint involves any of our printed material, then we would be grateful if you would send this to us, to enable us to better understand and investigate your complaint. Please note that we are only able to investigate a complaint if it is received by us within three months of the date of the incident to which the complaint refers.

What happens when I complain?

Your complaint will be acknowledged within 14 days of us receiving it.
Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation - the identity of this person will depend on the particular fundraising activity that you have complained about, and who has responsibility for organising it.
Your complaint will be investigated, and the outcome of our investigation will be sent to you in writing within 30 days of your complaint being received by us.
If we are unable to complete our investigation within 30 days (e.g. for reasons of absence of a key staff member), we will contact you to outline the situation and will also inform the Fundraising Standards Board.

What happens if I am not satisfied with the outcome of your investigation into my complaint?

If you are dissatisfied with the outcome of our investigation, you have the opportunity to refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response. We will provide you with the necessary details when we contact you with the outcome of our investigation.