Supporter Promise

Our supporters are vital in helping us provide specialist clinical treatment and support to veterans. Our Promise outlines our commitments to you, our supporter, and provides the foundations on which we engage with you.



  • We will adhere to the Fundraising Code of Practise
  • We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practise 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 practise. 



  • Be clear about who we are and what we do.
  • Value our supporters, treating them with respect at all times.
  • We will tell the truth and we will not exaggerate.
  • Treat our donors fairly, adhering to the Fundraising Regulator’s policies
  • Act responsibly and ethically to ensure funds are used in the most resourceful way
  • Give a clear explanation of how you can make a gift and change a regular donation.
  • Deliver excellent customer service to our supporters
  • Encourage and welcome feedback from our supporters
  • Respect our supporters’ confidentiality and communication preferences
  • Protect our supporters’ personal information – we will never share your details with other charities or third party organisations for their marketing purposes
  • Be able to explain our fundraising costs and show how they are in the best interest of our cause if challenged.



  • Always put veterans at the centre of our work
  • Aspire to excellence in everything we do
  • Always do our best to meet the needs of our supporters
  • Process donations as quickly as possible and manage them effectively, ensuring maximum benefit for the veterans in our care
  • Say ‘thank you’ and acknowledge gifts within seven days of receipt if requested
  • Monitor the quality of our communication with you
  • Be open and honest about our need for support and ensure supporters have access to up-to-date information


If you wish to make a complaint about our fundraising activities please write to: Robert Marsh, Director Income Generation, Combat Stress, Tyrwhitt House, Oaklawn Road, Leatherhead, Surrey, KT22 0BX or email We will respond within five days.

We would like to keep in touch with you to inform you about our work. You can update your preferences by calling 01372 587 151 or by emailing Please click here to read our full Privacy Policy on how we handle your data.

We are a member of the Fundraising Regulator and fully comply with The Data Protection Act 1998. We do not sell our supporters’ details.

If you would like further information on how to record your communication preferences on the official register then please visit The Mailing Preference Service ( and The Telephone Preference Service (

Our annual reports and accounts are available online:

We actively encourage and welcome your feedback. Thank you for your support.