City Hospice’s supporters are at the heart of our work. You make our work possible. Every donation we receive, regardless of how much, has a direct impact on our work with patients and families in Cardiff.

Without you, City Hospice would not be able to:

• Care for our patients in their own homes
• support patients and families to deal with financial and other worries
• help patients and families with pre and post bereavement counselling and support
• offer specialist support to children and young people coping with the death of a parent or grandparent

We operate with integrity and high standards:

• We adhere to the Fundraising Codes of Practice
• We ensure all volunteers and third parties working with us to raise funds comply with the Fundraising Codes of Practice and this Supporter Charter
• We 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 are clear, honest and open:

• We tell the truth and do not exaggerate
• we do what we say we are going to do with the donations we receive
• we are clear about who we are and what we do
• we give a clear explanation of how you can make a gift and change a regular donation
• if we ask a third party to fundraise on our behalf we will make this relationship and the financial arrangement transparent
• we can explain our fundraising costs and show how they are in the best interest of our cause
• our complaints process is clear and easily accessible
• we provide clear and evidenced based reasons for our decisions on complaints

We respect and value you:

• we will never share or sell your name, address or other personal information to third parties for the purpose of marketing or fundraising
• we won’t ever pressurise you to make a gift. If you do not want to give, or wish to cease giving, we will respect your decision
• we have a procedure for dealing with people in vulnerable circumstances and it is available on request
• where the law requires, we will get your consent before we contact you to fundraise
• we are honest and transparent at all times. We acknowledge when we make mistakes and we put things right
• if you tell us you don’t want to be contacted in a certain way, we take notice and honour the request. We will work with the Telephone, Mail and Fundraising Preference service to ensure that those who choose not to receive specific types of communication don’t have to
• we welcome and actively encourage feedback and make it clear how you can get in touch with us
• we regularly use this feedback both to improve and enhance our fundraising campaigns

We are Fair and Reasonable:

• we treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs
• we try not to use any images or words that cause distress or anxiety
• we will take care not to cause nuisance or disruption to the public

We are Accountable and Responsible:

• we 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 the compliments and criticism we receive
• we have a complaints procedure, a copy of which is available on request
• our complaints procedure lets 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

When you support City Hospice we commit to:

• administer your donations efficiently, putting your gift to work quickly
• acknowledge and welcome all new supporters and provide information and insight about City Hospice’s work
• use your donation wisely and responsibly and in line with your wishes
• keep you up to date on how your support is helping to provide care and support to patients and their families

When you contact us by phone, email or letter we commit to:

• respond to your enquiries in an open, honest, courteous and professional way
• provide a response to your questions within three days (usually sooner) or let you know when you can expect a response if it will take longer
• treat your information in a safe, secure, sensitive and confidential way

Complaints:

If you are dissatisfied with us and have a reason to complain about our fundraising, you can make your complaint direct to the Head of Income Generation and we will supply you with our full complaints policy in writing. Please contact info@cityhospice.org.uk and put ‘FAO Head of Income Generation’ in the subject line. Alternatively you can contact us by telephone on 029 2052 4150 or you can write to us at:

Head of Income Generation, City Hospice, Ty Hosbis, Whitchurch Hospital Grounds, Park Road, Whitchurch, Cardiff, CF14 7BF