Our Supporter Charter

Our valued supporters are at the heart of what we do. You make our vital work to remove the barriers facing deaf children possible, both in the UK and in countries we work in around the world. Every contribution we receive, regardless of how big or small, makes a difference.

This supporter charter is designed to inform you about how we work and what you can expect when you support us. For more detail, see our Privacy statement 

We respect and value you

a) We will never share or sell your name, address or other personal information to third parties for the purposes of marketing or fundraising.

b) We are honest and transparent at all times. We acknowledge when we make mistakes and we put things right.

c) If you tell us that you don't want to be contacted in a certain way, we take notice and honour the request.

d) We welcome and actively encourage feedback and make it clear how you can get in touch with us. We regularly use this feedback to improve  our fundraising campaigns.

When you support our work we commit to the following: 

a) Administer your contribution efficiently putting your gift to work quickly.

b)  Acknowledge and welcome all new supporters and provide information and insight about how we use your contributions to support deaf children.

c) Use your contribution wisely and responsibly and wherever practical respect your wishes if you would like to allocate support to a particular area of work.

d) Keep you up to date on how your support is helping to remove the barriers affecting deaf children and young people.

e) Communicate with you in ways that you prefer, adapting them to suit your needs. Or we won’t communicate with you if that is your choice.

When you contact us we commit to the following: 

a) Respond to your enquiries in an open, honest, courteous and professional way.

b) Provide a response to your questions within three days (usually sooner) or let you know when you can expect a response if we need time to obtain more detailed information.

c) Treat your information in a safe, secure, sensitive and confidential way.

If you wish to make a complaint about our fundraising, we aim to acknowledge this within two working days if received by email or phone, and within ten days if received by post.

We aim to provide you a full response as soon as possible, however if further investigation into your complaint is required we would always aim to provide a full response within 25 working days.

Read our complaints policy.

The Supporter Care team can be contacted by phone on 0800 138 6585 between 9am to 5pm on Mondays, Tuesdays, Thursdays and Fridays; 9am to 12:30pm on Wednesdays, by email or via our online form.

You can write to us at:

Ground Floor South
Castle House
37-45 Paul Street
London
EC2A 4LS