Our Fundraising promise

Your support is hugely appreciated and enables us to help tens of thousands of local people every year at Salisbury District Hospital to get better faster, return home sooner and have a more positive hospital experience - thank you. 

As a supporter of the Stars Appeal you are at the heart of everything we do and giving to us should be a positive experience. The Stars Appeal is a member of the Fundraising Regulator, the independent regulator of charitable fundraising. As such we are committed to best practice in fundraising, follow the Code of Fundraising Practice and our fundraising promise outlines this commitment.

We commit to high standards across all our fundraising:

• We will comply with the Fundraising Code of Practice.
• We comply with the law as it applies to charities and fundraising.
• We will display the Fundraising Regulator badge 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.
• 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.
• If you tell us that you do not want us to contact you in a particular way we will not do so.

• We will use any data you give us in line with our privacy policy.

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.

We will be accountable and responsible:

• We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.
• If you are unhappy with anything we have done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.
• We will have a complaints procedure, a copy of which is available below.
• Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
• We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

If you feel that we haven’t met our promise please do get in touch and let us know by calling 01722 429005 or emailing the Head of Fundraising on info@starsappeal.org or refer to our complaints procedure below.

Complaints procedure

Introduction

At the Stars Appeal, we aim to provide the highest level of customer service, care and respect to all of our donors and supporters. Should you not receive the level of service expected we have a complaints procedure.

When a complaint is received it will be logged and investigated promptly in line with our Supporter Promise and this procedure.

The Stars Appeal seeks to:

• Constantly improve its service to donors, supporters and members of the public
• Ensure our policies adhere to best practice
• Treat all complaints seriously
• Resolve complaints promptly and efficiently
• Learn from complaints – using them as an opportunity for us to reflect on our processes and practices and take action to improve our service as necessary

The Stars Appeal is regulated by the Fundraising Regulator (FR), the independent regulator of charity fundraising. The FR sets and promotes the standards for all fundraising activity, known as the “Code of Fundraising Practice”.

For more information on the FR, please visit the Fundraising Regulator website.

Definition of a complaint

We define a complaint as a situation or instance where either an individual or organisation, considers that The Stars Appeal has fallen short of their reasonable expectations and wishes to express their dissatisfaction. General enquiries or comments regarding the Charity are not regarded as complaints.

What to do if you have a complaint:

A complaint can be communicated to The Stars Appeal by telephone, mail, email or in person to the address below.

In order to aid the investigation, please provide your contact details and explain your concerns as clearly and fully as possible. There may be some occasions where we need to ask you for more information and, if this is the case, your response will enable us to resolve your complaint as promptly as possible.

Head of Fundraising
The Stars Appeal

Salisbury District Hospital

Salisbury

SP2 8BJ

01722 429005

info@starsappeal.org

What happens next?

We take all complaints very seriously and aim to resolve complaints promptly, fairly and effectively. We promise to deal with your complaint sensitively.

We will acknowledge your complaint, no later than five working days after receipt. Wherever possible, we will provide a full resolution to your complaint at the same time.

If your complaint is complex and requires further investigations, we will advise you of this within five working days after receipt and provide you with an expected timescale for our response as part of your acknowledgement. We will keep you up-to-date at regular intervals throughout our investigations. Where this is the case, we will also tell you who is managing your complaint so you have a point of contact should you need to get in touch with us. You should expect to receive a full response from us at the earliest opportunity and no later than 20 working days from the date we received your complaint.

If you are not happy with the initial response you receive we will forward your complaint to the Chairman of the Stars Appeal who will review your concerns and the initial outcome before responding to you fully.

Following this, if you remain dissatisfied you can get in touch with either the Fundraising Regulator, if your complaint is about fundraising, or the Charity Commission, for other areas of our work.

Their contact details are below: Fundraising Regulator 2nd Floor CAN Mezzanine Building 49-51 East Road London N1 6AH

The Charity Commission PO Box 1227 Liverpool L69 3UG

Your information
In order to manage our complaints process effectively, we maintain a log of all complaints raised, including information about you as the complainant. If you would like further information, or have any concerns, about the information we may hold about you in this regard, please see our Privacy Policy.