Terms & conditions

Training

 

Fundraising

Our Promise:

We Are Committed to High Standards


We Are Honest and Open

We Are Clear

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 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 Standards Board to make a final adjudication

Fundraising Complaints:

As a member of the Fundraising Standards Board (FRSB) we follow the FRSB’s Fundraising Promise and the Institute of Fundraising’s Codes of Fundraising Practice.
You can find out more about the Codes of Fundraising Practice by going to the Institute of Fundraising website. See above for CBC's Fundraising Promise.

Our good reputation and effectiveness as an organisation depends upon us following the highest standards of fundraising.  We display the Fundraising Standards Board logo on our materials and relevant literature as testament to our ongoing commitment. Our success as a charity depends upon an open and trusting relationship with our donors and we aim to provide them with the best service possible. This includes an efficient system that deals with complaints immediately.
We really want to know what you think about us.
Your views are important to us and we take them very seriously. We hope you’ll be fully satisfied with the activities, but if you have a comment or complaint about our fundraising we want to hear from you. We’ll address and respond to it as quickly as possible.
Our commitment to you
We appreciate your support and our relationships. We also value the chance to correct anything you feel we may have done wrong, and ot elarn from our mistakes. We will not discriminate against you in the future because you have made a complaint. We will instead do our utmost to resolve and discuss the issue.
Child Bereavement Charity Fundraising Complaints Procedure
What is a fundraising complaint?
We follow fundraising guidelines set down by the Charity Commission, the Institute of Fundraising and the Fundraising Standards Board.  Consequently all of our fundraising activity should be is honest, transparent, fair and reasonable. We define a complaint as an expression of dissatisfaction with our fundraising activities, including the nature of activities and/or the behaviour of members of staff. If you have any concerns about our fundraising activity, don’t like the way we have asked you for a donation or are dissatisfied or upset about any other aspect of our fundraising, please let us know.
How do you complain?
We carry out a wide variety of fundraising activities. Some of these are organised by our staff, while others are independently organised by volunteers. If you have a complaint about any fundraising activity done by us, or in our name, then we want to know. Please send your complaint to:

Head of Fundraising & Marketing
Child Bereavement Charity
The Clare Foundation
The Saunderton Estate
Saunderton,
Buckinghamshire
HP14 4BF

Tel: 01494 568915
E-mail: ian.davis [at] childbereavement [dot] org [dot] uk

Please note that we are only able to investigate a complaint if it is received by us within three months of the date of the incident to which the complaint refers.
What we need to know
When you contact us with a complaint, please remember to tell us:
•    what happened
•    when
•    who was involved
•    where it occurred
If your complaint involves any printed material, please send an example to us, if possible.

To help us investigate your complaint, please provide as much of the following information as possible when you contact us:
•    whether it’s an original complaint or a follow-up to a reply you were not satisfied with
•    a clear description of the complaint and what action you’d like us to take
•    your full postal address, telephone number and email address (if you have one)

What happens when you complain to us?
If you make a formal complaint about our fundraising activity, you should expect to hear back within 14 days of us receiving it. We aim to respond in full within this time, but if this isn’t possible we’ll inform you that we are looking into your complaint with details of when you can expect a full reply.

Our Complaints Coordinator will pass your complaint to the most appropriate person for investigation. This depends on the fundraising activity in question, and the person who had responsibility for organising it. Your complaint will be investigated, and within 30 days of us receiving your complaint, the outcome of our investigation will be sent to you in writing. If we are unable to complete our investigation within 30 days (for example, for reasons of absence of a key staff member or because information is outstanding from an agency), we will contact you to outline the situation.

What happens if  you are not satisfied with the outcome of our investigation into your complaint?
When we contact you, we’ll also give you options if you are not satisfied with our reply. Depending on the nature of your complaint, you can refer your complaint to the Fundraising Standards Board, provided that you do this within two months of receiving our response. We’ll provide you with the necessary details when we contact you with the outcome of our investigation.


Confidentiality Policy for support and information telephone, email contact or forum use

 

The philosophy of confidentiality is paramount to The Child Bereavement Charity (CBC).  Each individual member of the team is responsible for ensuring the confidentiality of service users.  Failure to do so will be regarded as serious misconduct and disciplinary procedures will be initiated.


Exceptional circumstances in which confidentiality may be broken

Any information from any source that gives rise to concern for the safety and well being of a child will be made known to the Director of Bereavement Services and responded to in line with the Charity's Child Protection Policy.

The contract of confidentiality can be broken when a person (child or adult) is perceived to be in a dangerous or life threatening situation, is threatening to harm others  or cases governed by the Prevention of Terrorism Act (1984)

Forums 

Description of this service:

The forums offered on this website provide a place for contributors to write about themselves and their experiences, to share their experiences with others and, if required, seek feedback from other contributors.  For both bereaved families and the professionals who work alongside them, it can help to see that they are not alone, and to read how others have dealt with similar issues.

Rules for forum contributors: 

The Child Bereavement Charity welcomes contributions to the forum discussions, and expects that contributors will treat each other with respect and courtesy.  All contributions represent the views of the public, and are not necessarily those of the Child Bereavement Charity. Contributors must agree to the following terms of use:

1. Contributors under the age of 16 are encouraged to read the detailed guidance on internet safety provided at www.CEOP.gov.uk, such as never disclosing personal details including name, address, or contact numbers on a public forum;

2. Contributors may be held legally responsible for the content of their submissions;

3. Contributions may be edited or deleted if the Child Bereavement Charity considers it to be abusive, offensive or unlawful.  This includes obscenity, blasphemy, racist discrimination, defamatory or other unlawful contributions;

4. Contributors are advised never to reveal any personal information about themselves or anyone else (for example: telephone number, home address or email address).  Where such information is revealed, contributors do so at their own risk and the Child Bereavement Charity can take no responsibility for how such information might be used.

5. If you have a helpful website address to share, or would like to link to our site, please contact the Website Content Manager at contentmanager [at] childbereavement [dot] org [dot] uk

6. Contributions that advertise or endorse the contributor's own commercial products or solicit business will be deleted;

If you breach these rules of use for the forums:

If you fail to abide by these rules when contributing to a CBC Forum, you will be sent an e-mail during office hours that informs you why your contribution has been deleted or edited. This mail will also include a warning that continuing to break the rules may result in action being taken against your account or accounts.

If you post or send offensive or inappropriate content anywhere on the Child Bereavement Charity Website such that the Child Bereavement Charity considers such behaviour to be serious and/or repeated, we may use whatever information that is available to us  about you to stop any further such infringements. This may include informing relevant third parties such as your employer, or email provider about the infringement/s.

The Child Bereavement Charity reserves the right to delete any contribution, or take action against any account, where we feel it in the interests of the charity and it's stakeholders to do so.

The Forum Moderators will edit or delete any objectionable material at the earliest opportunity. Messages are reviewed after they have been posted on the forum, and are checked each day.

Suicidal feelings

The feelings of grief can at some point include the feeling that you simply can't cope anymore without the person that has died, and some people find themselves wishing that they too were dead.  This is quite common, and for many people those feelings happen less over time.   The CBC forums may include contributions from people who have felt this way, but who have survived these bad times.

If the feeling of wanting to die takes over, and your thoughts include how you might actually take your own life then it is really important that you get some help. The first step is to find someone to talk to.  This might be someone you know and trust- such as a relative, a friend or your doctor.  Or you could ring Samaritans 08457 909090 (open 24 hours every day).  Young people under the age of 16 years  may find Childline 0800 11 11 helpful. People between the ages of 12-16 years can contact an online advisor at www.achancetotalk.org.uk

Complaints

Comments or complaints about the content of the forums can be sent to the Child Bereavement Charity Website Content Manager at contentmanager@childbereavement.org.uk [1]  

Resources:

There are no VAT charges

Delivery Charges are based on the value of goods ordered:

Goods valued under £5 = £1.00
Goods valued between £5 and under £30 = £3.00
Goods valued between £30 and under £60 = £6.00
Goods valued over £60 = 10% of the order value

Trademarks

The Child Bereavement Charity (CBC) logo and all other logos used in this website are the trademarks or logos of their respective owners.

Third party sites

The Child Bereavement Charity website contains links to other websites; other sites may link to the Child Bereavement Charity, but in no way does this indicate our endorsement of those sites or their content.

Copyrights

No part of this website may be copied or reproduced unless otherwise stated. This includes the information held on this site, the logo, photographs and images. Prior written permission must be granted before reproduction of this information.

Accuracy of Content

No responsibility can be taken for any error or omission. Efforts will be made to maintain and ensure accuracy.

Liability

Under no circumstances will the Child Bereavement Charity be liable for any damages arising from or related to this website.

The Child Bereavement Charity is a registered charity. Charity No: 1040419. Company limited by guarantee. reg No. 2926446

Child Bereavement Charity
The Saunderton Estate
Wycombe Road
Saunderton
Buckinghamshire
HP14 4BF


Source URL:
http://support.childbereavement.org.uk/terms_conditions