We are members of the Fundraising Standards Board (FRSB) self-regulatory scheme. The FRSB works to ensure that organisations raising money for charity from the public do so honestly and properly.
As members of the scheme, we follow the Institute of Fundraising’s Codes of Fundraising Practice and comply with the key principles embodied in the Codes and in this Promise:
We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with the Codes and with this Promise.
We comply with the law including those that apply to data protection, health and safety and the environment.
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. Please contact us, visit our website or see our Annual Report if you require further details.
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 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 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.
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 FRSB to make a final adjudication.
If you are unhappy with any aspect of our work, we would like to hear about it. We value all feedback, both good and bad, and welcome the opportunity to learn and improve.
How to make a complaint
Complaints should be raised within three months of the matter in question. You should direct your complaint to:
Autism West Midlands
18 Highfield Road
Tel: 0121 4507582
How we will respond
We will treat your complaint seriously.
We will endeavour to address your complaint within two working days.
If we need to make further investigations, we will confirm that we have received your complaint and seek to resolve it within 20 working days.
What happens next
If your complaint has not been resolved satisfactorily, a review will be conducted internally and your complaint may be escalated within the organisation to help find a solution which is acceptable to you.
If your complaint related to a fundraising matter, and we cannot resolve it to your satisfaction, you (or we) may ask the Fundraising Standards Board to adjudicate.
Autism West Midlands is a member of the Fundraising Standards Board and agrees to work within the Fundraising Standards Board’s Codes of Fundraising Practice and the Fundraising Standards Board’s Fundraising Promise. We accept the authority of the Fundraising Standards Board to make a final adjudication.