When we all work together to break down barriers for people with disabilities, great changes are made. Every action taken, every talent shared, every hour volunteered, every pound given – it all adds up to making a crucial difference to the lives of people we support. That is why we make this promise to every single one of our supporters:

We will use your donation to enable the people we support to live a life that adds up for them

• We will provide information about our finances so you can see how we use our resources, and that we spend your donations wisely, in our annual report.

• We are happy to share information on how our income is spent. For every £1 we spend, 74p goes on caring for people with disabilities; 22p goes on educating children with disabilities and young people; 1p goes on community engagement; 1p is spent on support and other costs; 2p is invested to generate future income.
• We will keep you up to date with stories demonstrating the impact your donation makes and how it enables people with disabilities to fulfil their ambitions.
• We will respect your wishes if you would like to allocate your donation to a particular area of our work.

We will thank you

• We are incredibly grateful for your support and will always thank you, unless you indicate you would prefer us not to. Without your support we wouldn’t be able to provide services that enable people with disabilities to transform their lives.

We will respect any data you share with us

• Your data is safe with us. We will not swap, sell or give your details to third party organisations for marketing purposes. We use other companies to provide services on our behalf, including delivering post, analysing data and processing donations. We will only provide those companies with the minimum information they need and we make sure that your data is treated with the same level of care as if we were handling it directly. For more information on how we use your personal data, please visit our privacy policy.
• We will endeavour to communicate with you in ways you prefer. If you tell us that you do not want to be contacted in a certain way, we will honour your request.
• If you don’t want to hear from us, we will understand – you just need to tell us.

We will operate our fundraising to the highest standards

• We respect our supporters need for confidentiality and will always comply with the law relating to fundraising.
• We strive for the highest possible standards in our fundraising, are registered with the Fundraising Regulator and are committed to complying with its Fundraising Promise.
• We carefully select and monitor professional fundraising organisations we work with, responding urgently where needed.
• We will take great care when engaging with vulnerable supporters, ensuring we adhere to our fundraising with people in vulnerable circumstances policy.

We will value and act on your feedback

• We will respond to your enquiries in an open, honest and professional way.
• Shaftesbury aims to ensure that we maintain high standards in all of our work. If you have any feedback or feel we have fallen short of your expectations in any way, you can contact us to make a complaint.
• To make a complaint, please contact our Supporter Services team on 0191 500 9176 or email supporterservices@shaftesburygroup.org.uk. Our complaints procedure is available online, or is available on request by contacting our Supporter Services team.
• We will strive to use any feedback to improve the quality of services we offer in future.

If you have any questions on our Supporter Promise, please call the Supporter Services team on 0191 500 9176 or email supporterservices@shaftesburygroup.org.uk