Our supporter promise

You do great things for Woodgreen and pets in need. We promise to do the right thing by you.

Nearly everything we do relies on donations. From advice and training for owners, to being here for pets that need shelter and a new home, we can only offer our services with your generous support. And in return, you have the right to know that you can trust us to be fair, honest, and treat you with respect.

Our commitment to you

As a supporter of Woodgreen you are at the heart of everything we do, and we believe that donating to us should be a positive and rewarding experience.

These are the promises we make to you and all of our supporters:

We are committed to high standards

• We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with all codes 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

• 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

• We respect the rights, dignities and privacy of our supporters and beneficiaries.
• 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.
• 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

• We take care not to use any images or words that cause unjustifiable distress or offence.
• We take care not to cause unreasonable nuisance or disruption.

We are accountable

• If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We have a complaints procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Regulator to make a final adjudication.

What do you need to know if you wish to make a complaint

When you make a complaint to Woodgreen we promise to:

• Acknowledge your complaint within five working days and commit to dealing with the matter within 25 working days.
• Respect your rights as a customer to full transparency and will honour this by making a full investigation regarding complaints and concerns raised to the best of our ability.
• Comply with the Fundraising Regulator’s codes of Fundraising Practice.

In the first instance, customer complaints should be made through the Supporter Relations team. You can contact the team in several different ways:

• By phone: You can call us on 0300 303 93 33. Our Supporter Relations team is ready and willing to help. Our phone lines are open Monday to Friday from 9.00am to 4.30pm.
• By email:  supporter.relations@woodgreen.org.uk
• By post: Woodgreen Pets Charity, King’s Bush Farm, London Road, Godmanchester, Cambridgeshire PE29 2NH