At Action on Hearing Loss we are committed to fundraising in an honest and transparent way. Much of our work is not funded by the government and we rely on the generosity of people like you to fund our cutting-edge research, life-changing services and transformative campaigning.
It’s only because of your amazing support that we can change the world for people who are deaf, have hearing loss or suffer with tinnitus. Thank you!
Our commitment to you
As an Action on Hearing Loss supporter, you are at the heart of everything we do. We believe that making a donation to support our work should be a rewarding, positive experience.
Below are the promises we make to you – one of the people who makes everything we do possible.
We set ourselves high standards
- We will abide by the Code of Fundraising Practice.
- We will monitor fundraisers, volunteers and third parties working with us to raise money. We do this to make sure 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 our fundraising activity.
- We will display the Fundraising Regulator badge on fundraising materials to show we are committed to good practice.
We are open, honest and transparent
- We tell the truth and will not exaggerate.
- When we say we are going to do something with a donation we receive, we do it.
- We are clear about our cause, the impact of our work, who we are and what we do.
- We will always be clear about how you can make a gift and cancel or change a regular donation.
- We will always be clear about what we do with your personal information or contact details, how you can change how we communicate with you, or how you can stop receiving communications from us entirely.
- Where we ask a third party to fundraise on our behalf, this relationship and any financial arrangement will be communicated transparently.
- We will be able to explain our fundraising costs and show how the money we spend on fundraising is spent in the best interests of our cause, if challenged.
- Our complaints process is clear, easily accessible and responsive.
- We will provide supporters with clear and evidence-based reasons for any decisions we make after receiving a complaint.
We respect you
- Your data is safe with us and we respect your rights and your privacy. We take our obligations very seriously and we will never sell or swap with third party organisations
- We will never put undue pressure on you to make a gift. If you do not want to donate or wish to stop giving, we will respect your decision
- We have a policy for dealing with people in vulnerable circumstances. If we feel that a supporter is vulnerable or are informed that a supporter is vulnerable, we will adhere to that policy.
- 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 do not wish to receive specific types of communication don’t have to.
We’re fair and reasonable
We will always:
- treat supporters and members of the public fairly
- show people sensitivity and adapt our approach depending on your needs
- be careful to not use images or words that intentionally cause distress or anxiety
- take care not to cause nuisance or disruption to the public.
We are accountable and responsible
- We will do all we can to make sure that our fundraisers, volunteers and any third-party agencies working with us comply with all fundraising regulations and this promise.
- Where we work with third-party agencies, we will train people working on our behalf and monitor their work. We will act quickly if they do not meet the high standards we expect.
- We will always provide easy ways for you to contact us.
- If you are unhappy with anything we’ve done, you can contact us to make us aware of a concern or a complaint. If we make a mistake, we will apologise and do everything to put things right. However, if we cannot resolve your complaint, we accept the authority of the Fundraising Regulator to make a final decision.
- We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.
The Fundraising Regulator
We are proud to work with the Fundraising Regulator, an independent body that exists to set and maintain standards for charitable fundraising in the UK.
The role of the Fundraising Regulator
The Fundraising Regulator exists to:
- set and promote the standards for fundraising practice (‘the code’ and associated rulebooks) in consultation with the public, fundraising stakeholders and legislators
- investigate cases where fundraising practices have led to significant public concern
- adjudicate complaints from the public about fundraising practice, where these cannot be resolved by the charities themselves
- operate a Fundraising Preference Service to enable individuals to manage their contact with all UK charities
- recommend best practice guidance and take proportionate remedial action where poor fundraising practice is judged to have taken place.
You can find out more on the Fundraising Regulator website.
If you have any questions or concerns, please contact our Supporter Care team and we’ll be happy to help:
- 033 3320 6995
- 020 3227 6185