Vranch House is a centre for the treatment of over 2,000 outpatients with physical difficulties, a provider of various therapies throughout Devon and an independent Day School in Exeter for children with significant physical difficulties.

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Last updated: 16/08/2017

Fundraising Promise and Complaints Procedures

The Fundraising Promise

Our Fundraising Promise
We are members of the Fundraising Standards Board self-regulatory scheme. The Fundraising Standards Board works to ensure that organisations raising money 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 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 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 are honest and open

  • We tell the truth and do not exaggerate
  • We do what we say we are going to
  • 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
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 complaint 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 Procedure

How to Complain:
If any member of the public has any complaint about the way in which this charity raises money, or just wishes to raise an issue short of a complaint, they are encouraged to contact the Chief Executive:

We will need to know:

  • The precise nature of your complaint with any relevant dates, times and places and references to any advertising material or other literature which you feel to be inaccurate or improper.
  • What you would like us to do and why.

We promise to:

  • Investigate your complaint without delay and to reply to you within five working days. The first reply might not conclude the investigation as we might need more time.
  • Give you a full account of our findings and invite you to reply.
  • Keep a record of all complaints and to provide the Fundraising Standards Board with details of the complaints we receive and how we have dealt with them. If you remain dissatisfied we may refer your complaint to the Fundraising Standards Board.