When you support Isabel Hospice we promise to:
- Acknowledge your donation promptly and thank you within 2 working days (usually sooner). We will always be incredibly grateful for your kind support and may provide information and insight about our work.
- Use your donation wisely and responsibly and wherever practical respect your wishes.
- Keep our administration costs to a minimum and provide clear, public financial reports in our Annual Review.
- Maximise your donation through Gift Aid, where appropriate.
Every donation we receive matters to us, regardless of how big or small it is.
We respect and value you:
- Our supporters are the most valuable asset we have. After all, without you, we wouldn’t be able to continue our work.
- We respect your opinions and the beliefs of all our supporters.
- We are always honest and transparent. We admit when we make mistakes, and we will do all we can to put things right.
- We deliver what we say we’re going to deliver.
- We will keep you updated with our work (unless you request otherwise) and show the progress your donation is helping to achieve.
- If you tell us that you don’t want to be contacted in a certain way, we take notice and honour your request. Or we won’t communicate with you if that is your choice.
- We will treat your personal information with respect and confidentiality in full accordance with your preferences and GDPR.
We value supporter relationships:
- We engage with our supporters in an empathetic, understanding, and fair way.
- Our team take ownership of every contact they have with our supporters.
- We see people as individuals, not numbers.
- We treat every new person who contacts us as a valued supporter. As a result, we develop new and long-lasting relationships.
When you contact us by phone, e-mail, or letter we commit to:
- Respond to your enquiries in an open, honest, courteous, and professional way.
- Provide a response to your questions within two working days (usually sooner) or let you know when you can expect a response if we need to obtain further information or there is a delay.
- Treat your information in a safe, secure, sensitive, and confidential way.
- We aim to exceed your expectations with the level of service we provide.
- We listen to your feedback.
We treat all communications, whether positive or negative, seriously and endeavour to ensure that we respond to you in a timely manner in accordance with the Fundraising Regulator’s Fundraising Code of Practice and our Complaints & Feedback Policy. We regularly use this feedback to improve and enhance our fundraising campaigns.
- Our supporters’ opinions and feedback are always considered during the planning stage of any of our campaigns.
- We are here to talk and to listen – we welcome and actively encourage feedback and make it clear how people can get in touch with us.
- We do not undertake any fundraising door-to-door activity.
Due to the nature of our charitable work and objectives, we do not send our fundraisers to knock on people’s doors to ask for donations and whilst we may have occasional bucket collections in public places, we will not approach you on the street and ask for your bank details.
We do not sell personal data or share personal data beyond Isabel Hospice.
We will never sell or pass on your name, address or other personal data to other organisations or charities for marketing purposes and will only contact you about products, services and events provided and/or offered by Isabel Hospice.
We do not ‘cold call’ people for fundraising purposes. We only phone people with whom we have an existing relationship and do not contact those that have opted out.
Every communication from us to members of the public will always include information on how to opt out from future communications.
We only want to contact people who are happy to hear from us and we encourage people to get in touch if they’d like to change the way we communicate with them. If you tell us you don’t want to hear from us again, or want to hear from us less, we’ll respect that.
We always stop direct debits received from donors if a third party (e.g., family and friends) advise us that the donor is vulnerable in some way; if we are satisfied that such third party is entitled to act on the donor’s behalf.
We know people’s circumstances change and will always cancel donations if one of our supporters is in a vulnerable situation. And if you’re ever worried about an older friend or relative receiving too much charity literature, don’t forget we have lots of information and advice to help, just give us a call on 01707 382536.
We are registered with the Charity Commission. We abide by the Fundraising Regulator’s Code of Fundraising Practice and Fundraising Promise. We will only work with professional fundraising organisations that meet our high standards. We will keep our fundraising practices under review, and we will work with others with the aim of improving practice across the charity sector.
At Isabel Hospice we do everything we can to ensure that our patients and supporters are treated in line with our core values. We approach everything we do in the most Caring way we can, often in the most difficult circumstances, we treat our patients, their families, and our supporters with the Respect that they deserve. We are Dynamic in how we look at ways to improve our services and our fundraising methods, and look for ways to work Together, with our supporters, and be Responsive to all enquiries, concerns, and ideas, to ensure the care the Hospice provides remains the best it can be, now and into the future.