Supporter promise

We have achieved so much, but there is still so much more we can do thanks to you, our supporters.

Our promises to you are:

• We will always abide by the Fundraising Regulator’s guidelines (the Fundraising Code of Practice) to ensure that we operate to the highest standards of fundraising we can.
• We will never share your data with other organisations for commercial purposes. If we ever need to send data to a third party, we will make sure the company we use has signed a data processing agreement with us so that they are bound to take care of your data in the same way we do.
• We will only contact you by phone, SMS or email if you have expressly opted-in to being contacted via those channels, and we won’t contact you by mail if you have opted-out of that channel. You can update your preferences at any time by contacting us at [email protected] or by phone on 020 7840 3101 Mon-Fri:10am-4pm (excluding bank holidays).
• If you contact us to say you no longer want to hear from us, we will update our records within three working days. Please bear in mind that it may take longer for you to stop receiving communications from us if, for example, we are using a mailing house.
• We will never call you unless you have expressly given us permission to do so.
• You can contact us at any time at [email protected], so you can tell us what we are doing well, tell us what we aren’t doing so well, or to change your communication preferences.
• Sometimes we work with carefully selected external suppliers to help us deliver communications and fundraising activities. We work with them to make sure they understand the people we work with, adhere to our policies and comply with relevant regulations. We may need to share your data with them for delivering a service (such as sending mail, or sending out information/fundraising packs) and will ensure their use of your data meets UK data protection legislation (GDPR, PECR and the Data Protection Act).
• We will only work with professional organisations that meet our high standards and will train and monitor them as appropriate. We will act quickly if for any reason a supplier does not meet those high standards.
• We will not knowingly target vulnerable* people for fundraising, though we do find that people closest to the cause, like friends and family, are among our most treasured supporters. If you or someone close to you is considered vulnerable, we will do our utmost to ensure that all our interactions with you are done as sensitively as possible, and we’ll listen to what you do and do not want. We want to ensure that all our supporters feel able to make an informed decision about how you support us, and do not feel pressured in any of your interactions with us.
• For the acquisition of new supporters, if we purchase individual data from a third party, we will ensure the data has clear permissions for the use of the person’s details in the way we intend to use them in accordance with data protection regulations.
• We will never ask or target under 18’s for a donation where it is reasonable to assume that we knew their age.

*Please note: Within our existing mix of donors and other supporters and beneficiaries – family, friends, workmates of those living with mental health problems, some may live with a mental health problem themselves that we may or may not know of, or be vulnerable in some other way. Mental health problems are not a constant, lifelong state for everyone, but we must consider that all our donors might at any time be considered vulnerable in one way or another, through mental capacity, age, disability, financial circumstance or other means. We   must treat every donor or prospect with respect and clarity, listen and act appropriately.

We will reach new audiences through posters, online advertising, direct mail or press adverts. It’s inevitable that some of these people are vulnerable so we must make all of our communications clear, legible and honest.

Last updated: December 2024

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