Our Supporter Care Charter

NewLink Wales works to ensure that exceptional standards of supporter care are delivered across our supporter base at all times.

We recognise the true value of each and every supporter.
Our supporters are the most valuable asset we have. Every donation we receive matters to us, regardless of how big or small it is. Without our supporters, we simply wouldn’t be able to:

  • Advance the education of the public in the causes and effects of substance misuse
  • Help in the prevention of, and minimise the risks of, substance misuse
  • Relieve the harm, adverse health issues and living conditions of those affected by substance misuse through the provision of services to professionals, volunteers and statutory agencies working in the field of substance misuse
  • To promote equality in access of services and treatment

We do the above through the medium of training, volunteer recruitment and placement, programmes for service users, and ex-users, and our Diverse Community engagement service.

We respect our supporters

  • We respect the opinions and beliefs of our supporters.
  • We’re honest and transparent at all times. We won’t always get it right – and when we don’t, we’ll own up, and we’ll fix it.
  • We deliver what we say we’re going to deliver.
  • If someone tells us that they don’t want to be contacted in a certain way, we’ll listen.

We value supporter relationships

  • We engage with our supporters in an empathetic, understanding and fair way
  • Our team take ownership of every contact they have with our supporters
  • We see people as individuals, not as numbers
  • We treat every new person who contacts us as a valued supporter, so we develop new and long-lasting relationships

We know who our supporters are

  • All of our communications reflect and take into account the preferences and opinions of our supporters
  • We know how our supporters respond to certain methods of fundraising, and how they prefer to be communicated with

We listen to your feedback

  • We’ll always take our supporters’ opinions and feedback into account during the planning stage of any of our campaigns
  • We’re here to talk and to listen - we welcome and actively encourage feedback, and we make it clear how people can get in touch with us
  • We regularly use that feedback both to improve and enhance our fundraising campaigns

We go “The Extra Mile”

  • We’ll always aim to exceed your expectations with the level of service we provide

We’re members of the Fundraising Standards Board (FRSB), the self-regulator of fundraising in the UK.

As a member of the FRSB, NewLink Wales has made a public promise to adhere to best practice, honesty, transparency, clarity and accountability in all fundraising activity, enabling you to give or support with confidence.

We hope that our membership will build trust and confidence in charitable giving and, ultimately, encourage more people to provide the vital support that allows us to tackle the issue of substance misuse and wellbeing.

Our Fundraising Promise to You:

  • We’re committed to high standards
  • We’re honest and open
  • We’re clear
  • We’re respectful
  • We’re fair and reasonable
  • We’re accountable

Should you have any concerns about the way we fundraise, we have a robust complaints process. We encourage you to get in touch with your feedback.

To make a complaint, please get in touch Lindsay Cordery-Bruce (Chief Executive) on 029 2052 9002 or via email

If you are unsatisfied with the way we handle your concerns, you can also contact the independent regulatory FundRaising Standards Board:

By e-mail

or

By post:

Fundraising Standards Board
65 Brushfield Street
London
E1 6AA
BY PHONE 0333 321 8803