Our Trustees

The Board of Trustees is responsible for the overall control and strategic direction of Walking With The Wounded to ensure that we continue to reach our charitable objectives. They meet regularly during the year to consider, determine and review Walking With The Wounded’s strategies and policies, and to receive reports from senior management. All Trustees work for Walking With The Wounded in an unpaid, voluntary capacity.

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Chairman of Board of Trustees

Dick served with the Royal Regiment of Fusiliers during the 1970’s before leaving the Army to pursue a career in the financial sector. Today he is the Managing Director of Artemis Investment Management, who were the lead sponsor of the 2011 North Pole Expedition as well as many other events over years including the Balmoral Challenge and Cycle Horsmonden

Professor Neil Greenberg BM, BSc, MMedSc, FHEA, MFMLM, DOccMed, MEWI, MInstLM, MFFLM, MD, FRCPsych

Professor of Defence Mental Health

Professor Greenberg is a consultant academic psychiatrist at King’s College London. Neil served in the United Kingdom Armed Forces for more than 23 years and has deployed to a number of hostile environments including Afghanistan and Iraq. He took up the Chair of the Royal College of Psychiatrists’ (RCP) Special Interest Group in Occupational Psychiatry in October 2018.

 In 2008 he was awarded the Gilbert Blane Medal by the Royal Navy for his work in supporting the health of Naval personnel through his research work. He also led the team that won a military-civilian partnership award in 2013 for carrying out research into the psychological health of troops who were deployed and was shortlisted for the RCP Psychiatrist of the Year in 2015. He was awarded an RCP Presidential Medal for his work with trauma and veterans in 2017.

 Neil has published more than 200 scientific papers and book chapters. He has presented to national and international audiences on matters concerning the psychological health of the UK Armed Forces, organisational management of traumatic stress and occupational mental health. He has been the Secretary of the European Society for Traumatic Stress Studies and the President of the UK Psychological Trauma Society. He is the current RCP Lead for Military and Veterans Health, a trustee with Walking with the Wounded, an independent director of the Forces in Mind Trust and a principal advisor for Hostage UK. 

James set up bespoke tailoring business Dress2Kill 15 years ago and among others, supplies suits to John Snow (newsreader / journalist), Chris Robshaw (England and Harlequins) and Sky Sports presenters. He has also developed a number of ideas in partnership with the CEO of House of Fraser including The Great Retail Revival Foundation. James founded Walking With The Wounded’s Christmas fundraising campaign, Walking Home For Christmas, in 2013. This successful campaign has become one of our biggest annual events and has raised life-changing funds for wounded ex-servicemen and women.

Flora is a Partner in the structured and asset finance team at Freshfield Bruckhaus Deringer LLP in London. She also took part in the gruelling Marathon des Sables in aid of Walking With The Wounded in 2018 in order to raise vital funds for our wounded ex-servicemen and women.

Emma served in the Army as a lawyer between 1992 and 2009 including service in Northern Ireland and the Balkans. She is now a Circuit Judge (appointed 2016). She began her judicial career as a part time legal chairman of the tribunal dealing with War Pensions and Armed Forces Compensation Scheme appeals. In 2010 she was appointed as an Assistant Judge Advocate General and then in 2012 as a Recorder of the Crown Court.

William Medlicott is a qualified ACA. He was formerly the finance director ITV plc’s Broadcasting and Online business. He is a Director of the ITV Pension Scheme and several other charities.

Guy served with the Light Dragoons and was wounded in Afghanistan in 2009 after being hit by a rocket propelled grenade, resulting in having his right leg amputated below the knee. Guy was one of the team who skied to the North Pole in 2011, the charity’s first endeavour to show the remarkable determination and courage of our servicemen and women. Thereafter Guy started working for the charity to assist in the operational side of the South Pole Allied Challenge in 2013. Guy carries out consultancy work in central and Southern Africa for conservation NGOs.

He received an MBE in the New Years Honours List 2020 for services to Veteran's Charities.

Damian is a Partner at Haggie Partners, a leading financial PR and corporate communications consultancy in the City of London. Having begun his career in the City in 1990, he was then a financial journalist in Asia from 1994 to 1998. Since then he has been advising companies and individuals on public relations and media engagement. 

Susan is a Senior Finance and Media Executive with over 20 years of experience in global top-tier investment banks and most recently Founder and former Executive Chairman of CapX, the economic and political digital media channel. Susan was educated at Harvard University and London Business School.

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Our Policies

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Walking With The Wounded (WWTW) takes the privacy of our employees, beneficiaries, supporters and volunteers very seriously.

This policy and statement states how we collect data, how the data is stored how it is used and how those who give us their details can request how their data is used by WWTW.

This policy sets out our responsibilities under The General Data Protection Regulation 2016 (‘GDPR’) and other applicable laws in England and Wales relating to the processing and security of personal information.

Who are we?

Established in 2010, WWTW supports a pathway for vulnerable veterans to re-integrate back into society and sustain their independence, at the heart of this journey is employment.  WWTW is a registered Charity in England and Wales, number 1153497 and Scotland number SC047760.

How do we collect information/data?

We collect personal information/data from anyone who enters into employment with us, who signs up to a support programme, visits our website, enquires about our activities using our online forms, sends or receives an email, makes a donation to the charity, asks a question or provides us with personal information.

Your consent

In order to process your information/data we usually obtain your explicit consent. WWTW will not use your personal information/data for marketing purposes if you have indicated that you do not wish to be contacted. You can change your preferences at any time by contacting us, or by unsubscribing via our website (contact details at the end of this policy).

Legitimate interests

Under data protection laws we have a number of lawful reasons where we can use (or 'process') your personal information without explicit consent. One of the lawful reasons is called 'legitimate interests'.

Broadly speaking 'legitimate interests' means that we can process your personal information if we have a genuine and legitimate reason and we are not harming any of your rights and interests. Before doing this we will carefully consider and balance any potential impact on you and your rights. Some typical examples of when we might use the approach are for preventing fraud, direct marketing, maintaining the security of our system, data analytics, enhancing, modifying or improving our services, identifying usage trends and determining the effectiveness of our campaigns and fundraising.

What data do we collect and store?

The personal information/data we collect might include your name, postal address, email address and telephone number, date of birth, and payment card details. We may also collect sensitive, information/data from beneficiaries who are engaged with one of our programmes (see ‘WWTW’s Support Programmes’ below). We also gather general information/data about the use of our website such as which pages are visited the most, and which services, events or facilities are of most interest. We may use this information/data to make improvements to our website and ensure it delivers the best service for our users. Wherever possible, information/data is anonymised to prevent the identification of individual visitors to our website. Please refer to cookie usage for further information.

How is the information used?

We will use your personal information/data for administrative purposes and to:

·       Provide you with services, products or information you have asked for

·       Process orders you have submitted

·       Carry out our obligations under any contracts entered into between you and us

·       Processing job applications

·       Keeping a record of your relationship with us

·       Deal with your enquiries, requests and comments

·       Provide information about our programmes and services

·       Advise on our fundraising activities, appeals and campaigns

·       Contact you to promote our services and activities

·       Personalise our services

·       Profile usage so we can offer our supporters products that are relevant to them

We may need to share your information/data with our partners and associated stakeholders for the purposes described above.

WWTW Support Programmes

If you receive support from a WWTW Programme you will be required to provide information/data that is personal to you. This information/data will only be used for the purposes of supporting you through the programme, dealing with your enquiry, quality monitoring and evaluating the services we provide. WWTW will not pass on your details to anyone else without your consent except in exceptional circumstances, including compliance with the law. This could include, but is not restricted to, anyone contacting the charity to report abuse; serious self-harm; anyone expressing an intention to harm someone else or any matter regarding national security.

In summary, WWTW will;

·       Only collect and process your data with your explicit consent or our legitimate interest

·       Only collect the information/data that is actually needed

·       Only share your personal information/data with those who need to see it to do their jobs

·       Only pass your personal information/data on to any other organisation with your consent or under our legitimate interest unless we are required to do so by law (see above)

·       Only retain your personal information/data for as long as it is required for the purpose it was collected

·       Where necessary, keep your information/data up to date

·       Protect your information/data from unauthorised or accidental disclosure

·       Provide you with a copy of your personal information/data on request (please see the section below on access rights and requests)

·       Correct any inaccurate information/data as soon as possible

Access Rights and Requests

All individuals have the right to see what personal information/data is held about them. Subject access requests must be submitted in writing, in accordance with our Subject Access Policy. Please contact us to request a copy of the Access Rights and Request form (contact details at the end of this policy).

You can object to WWTW processing your personal information/data if it is likely to cause, or is causing you, damage or distress. Such a request must be made in writing and you must give details of why the processing of your information/data is having this effect (contact details can be found at the end of this policy).

How is your personal information/data protected?

We use a secure server when you make a donation or payment via our website and take appropriate measures to ensure that the personal information/data disclosed to us is kept secure, accurate and up to date. We will ensure that your personal information/data is kept only for as long as is necessary for the purposes which it was collected and is securely destroyed in accordance with our Records Management policy.

Do we share personal information/data with external parties?

We may pass on your information to our third party service providers, suppliers, agents, subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to process donations and send you mailings).  However when we use third parties, we disclose only the personal information that is necessary to deliver the services.  Please be reassured that we will not release your information to third parties for them to use for their own direct marketing purposes unless we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.

Cookie Usage

A cookie is a small piece of information sent by a web server (e.g. website) to a web browser (an individual), which enables the server to collect information from the browser.

Cookies can help web browsers (individuals) have a better experience as they allow web servers (websites) to understand which areas are of particular interest.  Our cookies are not used to identify you personally. Cookies collect anonymous information on the pages visited. We do not use advertising cookies. Most browsers allow you to turn off cookies, however by turning cookies off you may restrict your use of our website.

When you first visit our website you are given the opportunity to opt-out of cookies but please be aware that this may restrict the use of our website.

Trademarks and copyright

The WWTW website contains material which is protected by copyright and/or other intellectual property rights. All copyright and intellectual property rights including names, images and logos are owned by Walking With The Wounded unless otherwise stated. All rights are reserved.

You are responsible for complying with all applicable copyright laws. WWTW permits you to make copies of information on the WWTW website as necessary and you may take a print of such information for your personal as is reasonable for private purposes. All other uses are prohibited. Nothing in these terms shall be construed as conferring any right to use any trademark logo patent right or copyright of WWTW.

The WWTW website may contain links to other websites/organisations that are beyond our control and not covered by this Privacy Policy. WWTW is not responsible for the privacy practices of these other websites and you are requested to read their privacy policies carefully.

Your Choices

You have a choice about whether or not you wish to receive information from us.  If you do not want to receive direct marketing communications from us about the important work we do in support of vulnerable veterans and their families, updates on our expeditions, charity news and events and the products you can buy, then you can select your choices by ticking the relevant boxes on the form used to collect your information.

We will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted and will retain your details on a suppression list to help ensure we do not contact you.  We may still need to contact you for the purpose of administration or the purpose of processing a donation or to thank you for participating in an event. 

WWTW are committed to putting you in control of your data so you are free to change your marketing preferences (including to tell us that you don’t want to be contacted for marketing purposes) at any time by emailing Dataofficer@wwtw.org.uk  or by post or telephone with the contact details that follow:

Data Officer, Walking With The Wounded, Stody Hall Barns, Stody, Melton Constable, Norfolk, NR24 2ED.  Telephone: 01263863900

Overview

Walking With The Wounded views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint. WWTW will:

  • Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
  • Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
  • Ensure everyone knows what to do if a complaint is received;  Ensure all complaints are investigated fairly and in a timely way;
  • Ensure that complaints are, wherever possible, resolved and that relationships are repaired;
  • Gather information which helps us to improve what we do.


What is a complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WWTW's activities. Complaints may come from any person or organisation. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from employees, who should use WWTW’s disciplinary and grievance policies.

Confidentiality

All complaint information will be handled sensitively in line with data protection requirements and information will be limited to those who are authorised to see it as part of their duties. Responsibility Overall responsibility for this policy and its implementation lies with the Board of Trustees at WWTW.

Contact details for complaints

Written complaints may be sent to anyone at WWTW. In absence of another known contact you should address to: WWTW at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED or by email to Complaints@wwtw.org.uk

Verbal complaints should be made by calling the Operations Administration Assistant, on 01263 863903 or in person to the event leader should the complaint arise at a WWTW event

Receiving complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint;
  • Take the complainant's name, address and telephone number;
  • Note down the relationship of the complainant to WWTW;
  • Tell the complainant that we have a complaints procedure;
  • Tell the complainant what will happen next and how long it will take; and
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words. 

Practical guidance for handling verbal complaints

  • Remain calm and respectful throughout the conversation
  • Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to "let off steam"
  • Don't debate the facts in the first instance, especially if the person is angry
  • Show an interest in what is being said
  • Obtain details about the complaint before any personal details
  • Ask for clarification wherever necessary
  • Show that you have understood the complaint by reflecting back what you have noted down
  • Acknowledge the person's feelings (even if you feel that they are being unreasonable) – you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g. "I understand that this situation is frustrating for you"
  • If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
  • Ask the person what they would like done to resolve the issue
  • Be clear about what you can do, how long it will take and what it will involve.
  • Don’t promise things you can’t deliver
  • Give clear and valid reasons why requests cannot be met
  • Make sure that the person understands what they have been told
  • Wherever appropriate, inform the person about the available avenues of review or appeal 

All complaints are summarised and present to the WWTW Trustees at quarterly Board meetings. Complaints are retained for at least seven years from the date on which the complaint is made, except where Data Protection law requires that the information be deleted earlier than this (for example, where, within this timeframe, you request that your information be destroyed).

Resolving complaints procedure

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Head of Department within one week.

On receiving the complaint, Head of Department records it in the complaints log.

Complaints should be acknowledged by the Head of Department within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by CEO.The CEO will acknowledge the complaint within one week.

The CEO will investigate the complaint, record the findings and respond to the compliant within four weeks. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Three

If the complainant feels that the problem has not been satisfactorily resolved at Stage One or Two, they can request that the complaint is reviewed by the Trustees members of the Board.

The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Trustees may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution. 

Variation of the Resolving complaints procedure

WWTW and the Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the CEO should not also have the CEO as the person leading a Stage Two review.

Monitoring and learning from complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Fundraising regulator

WWTW is registered with the Fundraising Regulator (FR). If your complaint was to do with a Fundraising Activity and you feel that we have not satisfactorily resolved your complaint, you can contact the Fundraising Regulator via: http://www.fundraisingregulator.org.uk/make-a-complaint/complaints/

Please see Appendix A for details of our Fundraising Promise to the Fundraising Regulator 


Appendix A


FUNDRAISING PROMISE

This promise outlines the commitment made to donors and the public by fundraising organisations which register with the Fundraising Regulator. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful. The standards for fundraising are set out in the Code of Fundraising Practice. 

WE WILL COMMIT TO HIGH STANDARDS 

  • We will adhere to the Fundraising Code of Practice.
  • 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 and with this Promise.
  • We will comply with the law as it applies to charities and fundraising.
  • We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice. 

WE WILL BE CLEAR, HONEST & 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 & 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 & 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.