Our Supporter Care Charter
Cornwall Wildlife Trust works to ensure that exceptional standards of supporter care are
delivered across its supporter base at all times. Without our supporters, the charity would
not be able to champion wildlife and natural places, to engage and inspire people and to
promote sustainable living. We are working to conserve and enhance Cornwall’s rich and
varied wildlife, delivering conservation gains through our network of nature reserves and
wildlife sites and by engaging with communities, working with landowners, farmers, the
fishing industry, local authorities, business and young people.
We recognise the true value of each and every supporter
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Our supporters are the most valuable asset we have
Every donation we receive matters to us, regardless of how big or small it is
We respect our supporters
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We respect the opinions and beliefs of our supporters
We are honest and transparent at all times. We admit it when we make mistakes
and we put things right
We deliver what we say and we’re going to deliver
If someone tells us that they don’t want to be contacted in a certain way, we take
notice and honour the request
We value supporter relationships
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We engage with our supporters in an empathetic, understanding and fair way
Our people take ownership of every contact they have with our supporters
We see people as individuals, not numbers
We treat every new person who contacts us as a valued supporter. As a result, we
develop new an long-lasting relationships
We know who our supporters are
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All of our communications reflect and take into account the preferences and
opinions of our valued supporters
We know how our supporters respond to certain methods of fundraising and how
they like to be communicated with
We listen to your feedback
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Our supporters’ opinions and feedback are always taken into account during the
planning stage of any of our campaigns
We are here to talk and to listen – we welcome and actively encourage feedback
and make it clear how people can get in touch with us
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We regularly use this feedback both to improve and enhance our fundraising
campaigns
We go the extra mile
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We aim to exceed your expectations with the level of service we provide
We are members of the Fundraising Standards Board, the self-regulator of
fundraising in the UK. This means that Cornwall Wildlife Trust is committed to
best practice in fundraising and follows the Fundraising Promise and the Institute of
Fundraising’s Code of Fundraising Practice. Read our Fundraising Promise here
We are a member of the FRSB, a self-regulatory body for UK fundraising organisations, members of
which agree to adhere to the highest standards of good practice in their fundraising activities.
Cornwall Wildlife Trust Fundraising Code of Conduct
As a member of the Fundraising Standards Board (FRSB) Cornwall Wildlife Trust has made a
public promise to adhere to best practice, honesty, transparency, clarity and accountability
in all fundraising activity, enabling you to give with confidence.
We hope that our membership of the FRSB will build trust and confidence in charitable
giving and encourage more people to provide essential support for nature conservation. As
members of the scheme, we follow the Institute of Fundraising’s Code of Fundraising
Practice and make the following promise;
We Are Committed to High Standards
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We do all we can to ensure that fundraisers, volunteers and fundraising contractors
working with us to raise funds comply with the Code 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 do
We answer all reasonable questions about our fundraising activities and costs.
We Are Clear
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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
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We respect the rights, dignities and privacy of our supporters and beneficiaries
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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
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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
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We take care not to use any images or words that cause unjustifiable distress or
offence
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We take care not to cause unreasonable nuisance or disruption
We Are Accountable
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If you are unhappy with anything we've done whilst fundraising, you can contact us
to make a complaint
If you have any concerns about the way we fundraise, we encourage you to get in touch
with your feedback. Please do so by contacting our Deputy Head of Marketing and
Fundraising, Jackie Southon 01872 273939 ext 256 or email
Jackie.southon@cornwallwildlifetrust.org.uk