Our Supporter Promise
Whether you’re new to RSBC or have been supporting us for many years, we promise to do our best to ensure your experience with us is a rewarding one.
Who we are
Our dedicated team will respond directly to all of your queries, suggestions and complaints.
Our small supporter care team is made up of:
- Kathryn Marjolin
- Karen Koromah
- Margaret Martindale
How we can help
We deal with the following enquiries:
How to make a donation to RSBC
- Enquiries about our fundraising events
- Questions about Gift Aid and Direct Debit guidelines
- Answering any questions you have about the communications you have received from us
- How we use your donation
- Privacy or data protection issues
- Any concerns or complaints about our fundraising
Our commitment to you
We’re committed to providing you with the highest quality service. It’s our aim to exceed your expectations but despite our best intentions, we realise sometimes things may go wrong. When that happens we hope you will tell us about it straight away.
We will act quickly to put things right and use the opportunity to learn from any mistakes.
We have a strict policy to never knowingly solicit any type of donation from vulnerable individuals. We make sure that any fundraising activity undertaken by RSBC or anyone working on our behalf adheres to these policies.
If any individual expresses any confusion or regret regarding a donation, then the donation will be not be processed or refunded and the incident will be investigated as part of our continuous improvement in our supporter care.
When we receive a donation from you
We promise to send a letter, email or telephone you to acknowledge receipt of your gift within two working days by our Supporter Care team, unless you’ve requested that we don’t.
Ways you can contact us:
If you do have any comments, suggestions, complaints or compliments that you would like to bring to our attention, there are several simple ways to do so:
Our Supporter Care team are available from 9.30am to 5.30pm Monday to Fridays. You can contact us directly on 020 3198 0223.
We’d love to chat with you, and we’re usually able to answer your call promptly during office hours.
However, if our lines are busy and we are unable to answer please leave your name and contact number with a brief message and we will call you back on the same working day (or early the following working day if the call is made after 5.30pm).
Please send your email messages to us at: firstname.lastname@example.org
We promise to respond to all emails within three working days (see below for complaint response times).
Please give us details of your comments, suggestions, complaints or compliments along with your name and address and a contact telephone number – this will help us deal with the issue as swiftly as possible for you.
You can also write to us at:
Supporter Care, RSBC
52-58 Arcola Street
We will send a mailed response to your query within five working days (see below for complaint response times).
However, if you also send us a contact telephone number we will be able to deal with the issue more promptly.
We promise that your personal information will be processed fairly, legally and securely in accordance with the Data Protection Act. Care will be taken to make sure that your information is kept accurate and up to date.
We promise to only to use your data for the purposes for which it was collected, and shall not use it in a manner that is incompatible with this purpose.
We will not pass on your details to Third Parties unless under contracted work for the RSBC where it would continue to be subject to the above principles.
Our complaints procedure
We take your concerns and feedback seriously and are proud members of the FRSB. We appreciate the effort that all our supporters make when contacting us.
To ensure we handle your complaints appropriately there are three main stages:
Contact us with your complaint.
We will consider the issues you have raised carefully and a member of our team will respond to you by the end of the following working day by phone or email or send a letter within two working days.
We will always attempt to talk to you by phone about your complaint if we have been given a telephone number as this will help us resolve any issue far more promptly.
If a complaint is going to take longer to investigate or resolve we will contact you within the time frame specified above to let you know what we are doing and when we expect to contact you again to resolve the issue.
If you are unhappy with our response, or with the progress of a complaint, you can ask for the matter to be passed on and it will be dealt with by a Director or the CEO.
You can do this by contacting the Supporter Care team using the contact details above and can be sure that your complaint will be escalated.
When you email us or contact us online
We promise to answer your email within one business day (where we are unable to fully answer your email we will acknowledge receipt and keep you up to date with development of your enquiry).
When you send us a letter or enquiry through the post
We promise to respond to you within five working days.
Where we are unable to answer your enquiry fully, we promise to send you an acknowledgment within five working days with details of who is dealing with the matter and how long they will need to respond fully.
If you are able to supply your contact telephone number this will help us deal with the issue more promptly.
When you call our Supporter Care line: 020 3198 0223
We promise to answer your telephone call within five rings or allow you to leave a message and/or provide an alternative contact.
If you leave us a message we promise to respond to your contact within one business hour.
Visiting us at our office or service
We love to meet our supporters and talk about the work that you are making possible. If you would like to visit us please call us on 020 3198 0223 to discuss arrangements.
Above all, we promise:
- To make it easy for you to contact us by your preferred method
- To deal with your comments and complaints politely and with respect
- To work with you to resolve and address any concerns you might have in an open and transparent way
- To apologise when things go wrong and work as quickly as possible to put them right
- To listen to your comments, suggestions and concerns, using your feedback to help improve our service
- To never sell or share your information with 3rd parties unless they are working on our behalf
- To not use jargon and explain things in plain English
- To give you a choice about how often you hear from us
- To give you the best charity experience you have ever had as a donor
This is our promise to you and we’re always looking at ways to improve our service further.