Our Fundraising Promise

Villiers Park is a registered charity (1179436), which relies almost entirely on voluntary donations to support our programmes with disadvantaged young people across the UK.

Supporters are at the heart of our work. Your support enables us to expand young people’s horizons and empower them to achieve their potential.

For our supporters, we aim to provide a positive and meaningful experience. We are registered with the Fundraising Regular and make the following commitments as our fundraising promise.

We will commit to high standards:

• We will adhere to the Fundraising Code of Practice.
• We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure 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 fundraising.
• We will display the Fundraising Regulator badge on our fundraising material 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.
• Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.
• We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.
• 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.
• We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.
• 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 choose not to receive specific types of communication don’t have to.

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’ve 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 have a complaints procedure, a copy of which is available on our website [link here]
• 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.

Fundraising Complaints Procedure 

We endeavour to respond to all questions, complaints and feedback within seven working days.

Introduction

Villiers Park Educational Trust relies on voluntary donations, philanthropic and corporate support to maintain the depth and breadth of our programme. Supporters are at the heart of what we do and we aim to make supporting Villiers Park Educational a positive and meaningful experience.

If, however, despite our best efforts you feel that we have fallen short in any way you may wish to contact us to make a complaint. We will then investigate your concern and will do our best to put it right. We value your feedback and will use any complaint as an opportunity to learn and improve our practices.

How to make a complaint

Complaints about any area of Villiers Park’s fundraising should be addressed in the first instance to: Chief Executive, Villiers Park Educational Trust, Allia Future Business Centre, King's Hedges Road, Cambridge, CB4 2HY, or vp@villierspark.org.uk.

Responding to your complaint

As soon as we receive your complaint, we will look into it. If we need further detail to investigate the issue we will contact you. We aim to respond to all complaints within seven working days, but if resolving the complaint takes longer than this we will inform you of progress and give you an indication of when a full reply will be given.

We will listen to you to understand the complaint and the outcome you are seeking. Where possible, we will ensure that complaints are investigated by someone within the organisation who is independent of the events complained about. Where this is not possible, we will consider whether a third party outside of the organisation could investigate the complaint.

If you are not happy with our response

We will provide clear and evidence-based reasons for our decisions and ensure that these decisions are proportionate, appropriate and fair.

If you are not happy with our how we handle your complaint then you may wish to write to our Chief Executive. They, or another appropriate senior member of staff, will then investigate both the complaint itself and the initial handing of it and respond in writing to you within seven working days.

If you still have concerns about how we have responded to your complaint and wish to take it further, you can contact the Fundraising Regulator, with whom Villiers Park is registered. 

Learning from complaints

Villiers Park takes fundraising complaints seriously. We keep records of fundraising complaints, the outcomes of investigations and reasons for decisions taken.  

Fundraising complaints are reported to the Senior Leadership Team and Resources Committee, a delegated sub-committee of the main Board of Trustees which meets every two months. Fundraising complaints are reported on in our annual report and accounts, which are independently audited.