OUR PROMISE TO YOU

Because we’re a small charity, we respond to our supporters quickly, treat you as individuals and listen to what you tell us.

We couldn’t do what we do without you.

When you donate to Railway Children, we promise:

  • to spend your donation wisely and efficiently
  • to respect your wishes if you’ve told us how you want us to spend your gift
  • to always keep your financial information safe
  • to make sure we comply with all relevant guidelines*

*All our policies and practices comply fully with the Data Protection Act, Charity Commission standards and all other relevant laws and guidelines. We report to the Fundraising Regulator annually on any complaints we’ve had and how we’ve dealt with them. If any external company, charity or organisation helps us with our fundraising, we will make sure it always follows our high ethical standards

Your donations make a huge difference to the lives of vulnerable children. Our work is making a big impact and your generosity makes that possible. We want to be able to share that with you and keep you informed about how your money is spent. Communication is key and we like to be able to keep in touch.

When we communicate with you, we promise:

  • to tell you how we’re spending your money
  • not to bombard you with communications
  • to listen to you and only contact you in the way you want
  • never to contact you if you’ve asked us not to
  • never to call you if you’re registered with the Telephone Preference Service, unless you’ve asked us to
  • never to sell your personal details or share them with anyone else
  • to be especially careful and sensitive when we’re communicating with vulnerable people
  • to be clear and open about how we use your information online and how we use cookies
  • to make it easy for you to change how we keep in touch. If you would like to be contacted in a different way or to opt out of communications you can contact the Supporter Care team on 01270 757 596 or email them with your relevant contact details at hello@railwaychildren.org.uk.

When we’re fundraising, we promise:

  • to make sure the stories we share about children we’ve helped accurately represent the work we do
  • to protect the welfare and identity of every child we involve in our fundraising and to always get informed consent before we tell a child’s story or use their photograph
  • to make sure that the small amount we spend on fundraising pays for itself many times over, so we’ll raise more money to spend on street children

If you ever make a complaint, we promise:

  • to acknowledge your complaint within three working days
  • to respond fully within ten working days – making contact in the way you asked
  • to make sure our supporter team is here to take your calls between 9am and 5pm Monday to Friday

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