In July 2007, the Hospice became a member of the FundRaising Standards Board. Membership confirms our commitment to legal requirements and best practice recommendations in all our fundraising activities. Our donors and supporters can be assured that we meet the highest fundraising standards and they will be able to give with confidence as a result.

Our membership commits us to three core elements covering standards and complaints as follows:

1. Our Fundraising Promise

This is our pledge to donors about how they will be treated and how we will behave.

Our Fundraising Promise We are members of the FundRaising Standards Board self-regulatory scheme. The FundRaising Standards Board works to ensure that organisations raising money from the public do so honestly and properly. As members of the scheme, we follow the Institute of Fundraising's Codes of Fundraising Practice and comply with the key principles embodied in the Codes and in this Promise. We are 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 We are 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, visit our website or see our Annual Report 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 commitment 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

2. The Codes of Fundraising Practice

These are produced by the Institute Of Fundraising and cover the legal requirements and best practice recommendations involved in all areas of fundraising practice. The Codes can be downloaded from the Institute’s website and there are copies in the Fundraising Office at The Martlets Hospice. Go to www.institute-of-fundraising.org.uk for further details

3. The Complaints Procedure