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1. PURPOSE

The purpose of this Fundraising Policy is to establish clear guidelines for fundraising activities conducted by or on behalf of the English-Speaking Union (ESU). This policy ensures that all fundraising efforts are ethical, transparent, and aligned with the mission and values of the ESU, and aims to support building strong, trust-based relationships with donors to ensure the long-term sustainability of the organisation’s work.

2. SCOPE

This policy applies to all members, employees, volunteers, and third parties who engage in fundraising activities on behalf of the ESU.

3. FUNDRAISING PRINCIPLES

We will commit to high standards

• We will adhere to the Fundraising Code of Practice from the Fundraising Regulator.
• We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice from the Fundraising Regulator.
• We will comply with the law as it applies to charities and fundraising.

We will be clear, honest and open

• We will tell the truth and we will not exaggerate.
• We will do what we say we are going to do with donations we receive.
• We will be clear about who we are and what we do.
• We will give a clear explanation of how you can make a gift and change a regular donation.
• Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.
• We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.
• We will ensure our complaints process is clear and easily accessible.
• We will provide clear and evidence-based reasons for our decisions on complaints.

We will be respectful

• We will respect your rights and privacy.
• We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision.
• We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.
• Where the law requires, we will get your consent before we contact you to fundraise.
• If you tell us that you don’t want us to contact you in a particular way we will not do so. We will work with the Telephone, Mail and Fundraising Preference Services to ensure that those who choose not to receive specific types of communication don’t have to.

We will be fair and reasonable

• We will treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs.
• We will take care not to use any images or words that intentionally cause distress or anxiety.
• We will take care not to cause nuisance or disruption to the public.

We will be accountable and responsible

• We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.
• If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.
• We will have a complaints procedure, a copy of which will be available on our website or available on request.
• Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
• We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

4. TYPES OF FUNDRAISING ACTIVITIES

The ESU may engage in various fundraising activities, including but not limited to:

• Individual Giving: Soliciting donations from individuals through direct mail, online campaigns, events, or personal appeals.
• Corporate Partnerships: Partnering with businesses and corporations to secure sponsorships, grants, or in-kind donations.
• Grant Applications: Applying for grants from foundations, government entities, or other funding bodies.
• Events: Hosting fundraising events such as conferences, receptions, or cultural events.
• Legacy Giving: Encouraging supporters to include the ESU in their wills or estate plans.
• Membership Programs: Offering membership options with benefits that encourage financial contributions.

5. DONOR RIGHTS

Donors have the right to:

• Be informed of the ESU’s mission, the way the organisation intends to use donated resources, and its capacity to use donations effectively for their intended purposes.
• Expect that their donations will be used for the purposes for which they were given.
• Be assured that information about their donations is handled with respect and confidentiality.
• Ask questions when making a donation and receive prompt, truthful, and forthright answers.

6. GIFT ACCEPTANCE

The ESU reserves the right to decline any donation that is inconsistent with its mission, values, or policies. The ESU will not accept donations that are tied to unacceptable conditions or that would result in an undue burden on the organisation.

7. COMPLAINTS PROCEDURE

The ESU is committed to providing a transparent and efficient complaints process for all fundraising-related concerns. The procedure is designed to ensure complaints are handled promptly and in accordance with best practices.

7.1. The objectives of this complaints procedures are to:

• Ensure everyone knows how to make a complaint and how a complaint will be handled.

• Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames.

• Provide individuals with a fair and effective way to complain about fundraising practices.

7.2. The ESU will ensure that we:

• Listen carefully to complaints and treat complaints as confidential, where possible.
• Record, store and manage all fundraising-related complaints accurately and in accordance with the Data protection Act.
• Investigate the complaint fully, objectively and within the stated time frame.
• Notify the complainant of the results of the investigation and any right of appeal.
• Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence.

7.3. Complaints procedure.

There are three stages to the complaint’s procedure:

• Stage One: the complaint
• Stage Two: investigation
• Stage Three: appeal

Stage One – Complaint

Individuals wishing to make a complaint should send an email to judith.bijeri@esu.org and cc esumarketing@esu.org.

Within 3 working days, complainants must receive an acknowledgement via email, outlining the next steps, the estimated timelines, and informing them of the contact person handling their case.

Stage Two – Investigation

All complaints at this stage will be dealt with by a Senior Responsible Individual (SRI).

Complaints will be fully investigated, and the complainant will receive written confirmation of the outcome of any investigation and any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our fundraising activities. A written response will be provided to the complainant within twenty working days.

Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case, a holding letter will be sent after twenty working days and a final date given for a conclusion to be reached.

If an individual remains dissatisfied with the outcome from Stage Two, they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.

Stage Three – Appeal

If the complaint cannot be resolved to the complainant’s satisfaction at stage two then it will be referred to the Director-General.

If the complaint is about the Director-General, then the matter will be discussed with two Trustees.

The Director-General and/or Trustees will acknowledge receipt within three working days, they will review the Stage Two investigation and recommend one of the following actions within ten working days (from the date the complainant stated they wanted to take the complaint to stage Three):

• Uphold the action taken at Stage Two.
• Make changes to the Stage Two recommendation/actions.

The complainant should be informed in writing of the outcome of Stage Three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter.

If after the ESU has been through the three stages and the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal with the ESU.

At this stage, if their complaint is regarding our Fundraising, the complainant could go direct to the Fundraising Regulator using the following contact details: Fundraising Regulator, 2nd floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH. Telephone: 0300 999 3407. Email: enquiries@fundraisingregulator.org.uk.

Regarding other matters, it might be appropriate to contact the Charity Commission. More information about the kinds of complaints they are involved in can be found here: https://www.gov.uk/government/publications/complaints-about-charities.

This should be done within one month of receiving the outcome from the appeal.

Anonymous complaints

Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.

8. COMMUNICATION WITH DONORS

The ESU commits to open and transparent communication with its donors. This includes providing regular updates on the impact of their contributions, acknowledging donations promptly, and responding to donor inquiries in a timely manner.

9. PRIVACY AND CONFIDENTIALITY

Donor information will be kept confidential, and the ESU will take all reasonable steps to protect the privacy of its donors.

10. REVIEW AND AMENDMENTS

This policy will be reviewed regularly, and any necessary amendments will be made to ensure that it remains current and effective. This version was last updated on 16th September 2024.