Supporter Promise

At Combat Stress we are accountable to our supporters whose generosity enables us to continue our work helping veterans on their journey to recovery.

We want supporting Combat Stress to be a positive experience for you, and so our Supporter Promise explains what we will and won’t do when you choose to support Combat Stress. We are fully committed to upholding this promise and pledge to consistently hold ourselves to the highest standards in fulfilling this commitment by meeting our agreed values:

Together:

• We value our relationship with our supporters and encourage and welcome all feedback so we can learn and improve. Get in touch to let us know how we’re doing.
• We continuously review our fundraising activities, striving for ongoing improvement and actively seeking new opportunities to raise funds, ensuring they align with our ethical fundraising policy.
• We will keep you informed about how your donations have been used and the immediate and ongoing impact of your support on veterans’ mental health.
• We will be transparent about our fundraising costs and make every effort to be as cost-effective as possible.

Focused:

• The personal veterans' stories we share will always be true, told by us with dignity, respect, and with their consent.
• Combat Stress will always act responsibly and ethically to ensure our funds are managed effectively and used in the most resourceful way.
• Your donations will be processed and acknowledged as quickly as possible with a receipt, if requested.
• Combat Stress staff and volunteers raise funds in line with our fundraising policy and abiding by the Fundraising Regulators Fundraising Code of Practice, and we actively monitor these activities to ensure compliance.

Bold:

• We will always be open and honest about our need for support and ensure you have access to up-to-date information.
• When we invest donated funds in fundraising activity, the investment must have the potential to generate additional revenue.
• We will not solicit or accept gifts from individuals or organisations with whom association would risk our credibility or reputation.

Personal:

• We promise to value you and treat you respectfully and fairly, using the Chartered Institute Of Fundraising’s guidance on treating people fairly as guidance.
• We will not knowingly accept gifts from vulnerable parties. If we turn down a donation or other offer of support, we will explain why.
• We continually monitor the quality of our communication with you, ensuring it is factual, up to date and relevant.
• From time to time, we may get things wrong, but we will be transparent about our mistakes, take prompt action to correct them and learn from them.

Respecting your privacy

We promise to respect your right to decide if and how Combat Stress can contact you. If you ask us not to contact you, we will respect your request, except where required for legal or administrative purposes. You can update your communication preferences at any time by calling us on 01372 587 151 by email or on our website.

Combat Stress will protect your data and only use it for official purposes. For more information on how we manage your information in our Fundraising and Communications departments, please see our Privacy statement.

Making a complaint

We strive for best practice in fundraising and are a member of the Fundraising Regulator. If you have a complaint or any concerns about our fundraising activities, please let us know. We will respond within five working days and keep you up to date as we investigate your complaint.

Write to:

Or email frcomplaints@combatstress.org.uk