The Refugee Council is a member of the Fundraising Standards Board (FRSB) self-regulatory scheme.
Committed to high standards
We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with the Codes and with this Promise. We comply with the law including those that apply to data protection, health and safety and the environment.
Honest and open
We tell the truth and do not exaggerate. We do what we say we are going to. We answer all reasonable questions about our fundraising activities and costs. Please contact us if you require further details.
We are clear
We are clear about who we are, what we do and how your gift is used. Where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive. We give a clear explanation of how you can make a gift and amend a regular donation.
We are respectful
We respect the rights, dignities and privacy of our supporters and beneficiaries. We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision. If you tell us that you don’t want us to contact you in a particular way we will not do so.
We are fair and reasonable
We take care not to use any images or words that cause unjustifiable distress or offence. We take care not to cause unreasonable nuisance or disruption.
We are accountable
If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We have a complaint procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication.
You can make a complaint to us regarding fundraising by:
- Calling the fundraising department on 020 7346 1205
- Emailing us
- Posting a letter to the Fundraising Team, The Refugee Council, 240-250 Ferndale Road, Brixton, London, SW9 8BB
We will acknowledge your complaint within 14 days, and then carry out a full investigation within two months and advise you promptly of the outcome.
If you are dissatisfied with the outcome, you have a further two months to refer the complaint to the FRSB.
Fundraising Standards Board
Hampton House
20 Albert Embankment
London
SE1 7TJ
T: 0845 402 5442
F: 0845 402 5443
E: membership@frsb.org.uk
W: www.frsb.org.uk
Give with confidence.
