The purpose of this charter

This charter is for you, our supporters. It outlines:

  • our commitment and promises to you
  • how we deal with your feedback, donations and personal information and complaints. 

We value all the contributions you make towards our work. We're grateful for your donations, actions and prayers, and that you've chosen to support us.

Our goal is to make this evident in every contact we have with you.

Our commitment to you

We're committed to legal, open, honest and respectful fundraising. We're registered with the Fundraising Regulator, who regulate and promote high standards in fundraising.

Our promises to you

We:

  • will thank you for your donations (unless you've asked us not to do so)
  • are keen to hear from you - your feedback encourages us, and helps us improve what we do
  • will always answer your questions, or let you know why we can't
  • might not always be able to do what you ask; if that’s the case, we’ll explain why
  • will treat the information you share with us as you wish us to, and contact you in the ways that you prefer
  • will provide simple ways for you to let us know if your preferences change
  • won't sell your details on to other organisations
  • are committed to treating all complaints and serious concerns rigorously, sensitively, and with discretion and understanding. 

How we will fulfil these promises to you is explained below. 

How long does it take to get a reply after you've donated?

Because we're grateful for all the donations you send us, we like to acknowledge them (but we won't do this if you ask us not to).

We aim to acknowledge donations within seven working days of receiving them, but this can take longer during busy periods.

How to share your feedback with us

Your feedback encourages us, helps us improve our work when we review past activities and plan for the future. And it doesn't just disappear into the ether, our leadership team regularly reviews what you have to say.

If you wish to contact us to make a complaint, please refer to the complaints section below.

How to contact our Supporter Engagement team

Our office is staffed 9am - 4:30pm, Monday to Friday (excluding bank holidays).

How to contact our national offices

Our national offices are open at varying times, and some may have smaller teams - this can affect how quickly you get a reply to your questions, suggestions or complaints.

Christian Aid Scotland

Christian Aid Wales

 

How long does it take to get a reply from us?

Anytime you contact us, we aim to acknowledge:

  • emails within five working days
  • posted letters within ten working days

If we can't respond fully, we'll let you know when to expect a full response.

Please note: We reserve the right to not respond to communication that risks the security of our staff, partners or the integrity of the organisation.

We don't respond to your feedback if...

  • You send us feedback anonymously (We'll still listen and take note of your views, but we won't be able to answer or acknowledge you).
  • You specifically ask us not to do so

Taking control of your data

If you'd like to stop receiving communications from us or would like to change how you hear from us, please talk to our Supporter Engagement team.

We promise never to share your details with any other organisation for marketing purposes.

Email our Supporter Engagement team

Need to change your contact details?

It's important that we keep our records accurate and up to date because this enables us to claim Gift Aid on donations, where appropriate.

Update your contact details on the 'Contact us' form, selecting 'Update details' as the subject.

We'll let you know when the changes have been made (usually within ten working days).

Complaints

We work hard to offer high standards of service at all times, but occasionally, we may not get it right. If you are unhappy with the service we have provided, we would like to hear from you so that we can improve and try to make sure your experience is not repeated.

You can complain in the following ways:

  • complete our online form. 
  • phone between 9am-4pm, Monday to Friday (excluding bank holidays).

Not happy with our response?

To escalate an issue, please contact our Supporter Engagement Manager

Most issues can be resolved directly with us, but when it's appropriate you can take the matter up outside Christian Aid.

Need to raise a fundraising issue?

If you've already spoken to us and need to escalate a fundraising related issue further, then contact the Fundraising Regulator.

Have concerns about our charitable activity?

Have an issue relating to data and information?

The Information Commissioner’s Office enforces Data Protection and Freedom of Information legislation in the UK.

Need to report a serious concern to us?

Read the guidance on reporting misconduct to us.