Our Policies

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We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.


(1) About this Policy

Walking With The Wounded (WWTW) takes the privacy of our 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 that their data is used by Walking With The Wounded


(2) How do we collect information?

We collect personal information from anyone who 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.


(3) What information do we collect?

The personal information we collect could include name, postal address, email address, date of birth, telephone number and payment card details. We may also collect sensitive, information from beneficiaries who are engaged with one of our programmes (see ‘Walking With The Wounded Programmes’ below).

We also gather general information 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 to make improvements to our website and ensure it delivers the best service for our users.

Wherever possible, information is anonymised to prevent the identification of individual visitors to our website. Please see below for information regarding cookie usage.


(4) How is the information used?

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

·        Deal with your enquiries, requests and comments

·        Provide information about our programmes and services

·        Advise on our Fundraising activities

·        Contact you to promote our services and activities

·        Personalise our services

·        Administer orders placed in the Charity shop

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

If you complete one of our online forms we may use this information to contact you even if you do not submit the form. We will only do this to see if we can help with any problems you may be experiencing with the online process.

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


(5) Walking With The Wounded Programmes

If you receive support from a Walking With The Wounded Programme you may be required to provide information that is personal to you.

This information will only be used for the purposes of dealing with your enquiry, quality monitoring and evaluating the services we provide.

Walking With The Wounded 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.


(6) Your consent

Walking With The Wounded will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted. You can change your preferences by contacting us (contact details at the end of this policy).


(7) Walking With The Wounded Privacy Statement

Walking With The Wounded is fully committed to compliance with the Data Protection Act 1998 and has a legal duty to protect any information we collect from you. In summary, Walking With The Wounded will:

·        Only use your personal information for the purpose for which we collect it

·        Only collect the information that is actually needed

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

·        Only pass your personal information on to any other organisation with your consent unless we are required to do so by law (see above)

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

·        Where necessary, keep your information up to date

·        Protect your information from unauthorised or accidental disclosure

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

·        Correct any inaccurate information as soon as possible


(8) Access Rights and Requests

All individuals have the right to see what personal information is held about them. Subject access requests must be submitted in writing. Please contact us to request a copy of the Access Rights and Request form (contact details at the end of this policy). Walking With The Wounded reserves the right to make a small charge to cover administrative costs of requests received.


(9) Right to prevent the processing of your personal information

You can object to Walking With The Wounded processing your personal information 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 is having this effect (contact details can be found at the end of this policy).


(10) How is your personal information 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 disclosed to us is kept secure, accurate and up to date. We will ensure that your personal information 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.


(11) Do we share personal information with external parties?

We do not share or sell donor details with other third sector charities or third parties.

Walking With The Wounded will only disclose information when required to do so: by law; where there is a Safeguarding risk; if the disclosure is necessary for the purposes of national security; criminal investigation; HMRC;  or we have received your consent.

We will not sell any information about your web browsing activity.


(12) 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 (e.g. by using Google analytics)

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.


(13) Trademarks and copyright

The Walking With The Wounded 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. Walking With The Wounded permits you to make copies of information on the Walking With The Wounded 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 Walking With The Wounded.


(14) Your consent

By providing us with your personal information, including sensitive information, you consent to the collection and use of this information in accordance with the purposes described in this policy.


(15) Other websites

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


(16) Changes and Amendments

If your personal details change, please help up to keep your information up to date by contacting us at Dataofficer@wwtw.org.uk

This Privacy Statement may be reviewed when required and where appropriate. If we do so, the revised privacy statement will be available on our website. By continuing to use our website you will be deemed to have accepted such changes.


(17) Questions

If you have any questions about our Privacy policy please contact:

Data Officer

Walking With The Wounded

Stody Hall Barns

Stody

Melton Constable

Norfolk NR24 2ED

Tel: 01263 863900

Email:  Dataofficer@wwtw.org.uk


ABOUT THIS POLICY


This is the Complaints Policy of Walking With The Wounded (WWTW), whose registered office is at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED.

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.

Our policy is:

·        To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;

·        To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;

·        To make sure everyone knows what to do if a complaint is received;

·        To make sure all complaints are investigated fairly and in a timely way;

·        To make sure that complaints are, wherever possible, resolved and that relationships are repaired;

·        To 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.


WHERE COMPLAINTS COME FROM


Complaints may come from any person or organisation who has a legitimate interest in Walking With The Wounded. 

A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from employees, who should use Walking With The Wounded’s disciplinary and grievance policies.


CONFIDENTIALITY


All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

 

 

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 WWTW at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED or by e-mail to the Operations Administration Manager at Complaints@wwtw.org.uk

Verbal complaints should be made by calling the Operations Administration Manager, 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.

For further guidelines about handling verbal complaints, see the Appendix.


RESOLVING COMPLAINTS


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 the  CEO within one week.

On receiving the complaint, the CEO records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the CEO 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 at Board level. At this stage, the complaint will be passed to 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 COMPLAINTS PROCEDURE


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.

 

REVIEW


Policy Details

Version - V2 FINAL

Date Ratified - 01 February 2016

Implementation Date - 01 March 2016

Responsible Director:

Chief Executive

Review Date:

2 years from implementation date – March 2018

APPENDIX A


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


ABOUT THIS PROCEDURE


This is the Fundraising Complaints Procedure of Walking With The Wounded (WWTW), whose registered office is at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED.

Walking With The Wounded values your feedback and takes your comments seriously. The Charity views all fundraising 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 fundraising complaint.


Our policy is:


·        To provide a fair fundraising complaints procedure which is clear and easy to use for anyone wishing to make a fundraising complaint;

·        To publicise the existence of our fundraising complaints procedure so that people know how to contact us to make a fundraising complaint;

·        To make sure everyone knows what to do if a fundraising complaint is received;

·        To make sure all fundraising complaints are investigated fairly and in a timely way;

·        To make sure that fundraising complaints are, wherever possible, resolved and that relationships are repaired;

·        To gather information which helps us to improve what we do;

·        To ensure fundraising complaints are handled correctly, which is part of our Fundraising Promise to supporters.


WHAT IS A FUNDRAISING COMPLAINT?


A fundraising complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WWTW's fundraising activities.


WHERE FUNDRAISING COMPLAINTS COME FROM


Fundraising complaints may come from any person or organisation who has a legitimate interest in fundraising for Walking With The Wounded. 

A fundraising complaint can be received verbally, by phone, by email or in writing.


CONFIDENTIALITY


All fundraising complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Fundraising complaints are retained for at least 24 months from the date on which the fundraising complaint is made, except where Data Protection law requires that the information be put beyond use earlier than this (for example, where, within this timeframe, you request that your information be destroyed).


RESPONSIBILITY


Overall responsibility for this procedure and its implementation lies with the Board of Trustees at WWTW.


REGISTERING A FUNDRAISING COMPLAINT


To ensure any complaint that we receive is managed effectively and to ensure consistency of response, all fundraising complaints must be addressed to the Fundraising Administrator to initiate the complaints process.

If you wish to make a Fundraising complaint, please contact the Fundraising Administrator as follows:

Telephone: 01263 863902

Email: Complaints@wwtw.org.uk

Post: Walking With The Wounded, Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED


RESOLVING YOUR FUNDRAISING COMPLAINT


On receiving your fundraising complaint, the Fundraising Administrator will record it in the fundraising complaints log, and allocate a unique reference number. If your complaint has not already been resolved, they will delegate an appropriate person to investigate it and to take appropriate action.

In many cases, a fundraising complaint is best resolved, wherever possible, by the person responsible for the issue being complained about. 

If your fundraising complaint relates to a specific person, they will be informed and given a fair opportunity to respond.

Whether or not your fundraising complaint has been resolved, your fundraising complaint information will be passed to the Director of Fundraising within 7 days.

You will receive an acknowledgement by the Director of Fundraising within 14 days. The acknowledgement will say who is dealing with your fundraising complaint and when you can expect a reply. A copy of this fundraising complaints procedure will be attached.

Ideally you will receive a definitive reply within 28 days of submitting your complaint. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent to you with an indication of when a full reply will be given.

Whether your fundraising complaint is justified or not, our reply to you will describe the action taken to investigate your fundraising complaint, the conclusions from the investigation, and any action taken as a result of your fundraising complaint.

If you feel that the problem has not been satisfactorily resolved, you can request that your fundraising complaint is reviewed by the Charity’s Chief Executive Officer. 

Your request for a review by the Chief Executive Officer will be acknowledged within 7 days of receiving it. The acknowledgement will say who will deal with your fundraising complaint and when you can expect a reply.

The Chief Executive Officer may investigate your fundraising complaint themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the fundraising complaint and speaking with the person who dealt with the original fundraising complaint.

If your fundraising complaint relates to a specific person, they will be informed and given a further opportunity to respond.

The person who dealt with your original fundraising complaint will be kept informed of what is happening.

Ideally you should receive a definitive reply within 28 days of requesting a review by the Chief Executive Officer. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent to you with an indication of when a full reply will be given.

Whether your fundraising complaint is upheld or not, the reply will describe the action taken to investigate your fundraising complaint, the conclusions from the investigation, and any action taken as a result of your fundraising complaint.

The decision taken at this stage is final, unless the Chief Executive Officer decides it is appropriate to seek external assistance with resolution. 


VARIATION OF THE FUNDRAISING COMPLAINTS PROCEDURE


The Board of Trustees 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 looking into the complaint.


MONITORING AND LEARNING FROM FUNDRAISING COMPLAINTS


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


FUNDRAISING REGULATOR


Walking With The Wounded is registered with the Fundraising Regulator (FR). If 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/




REVIEW


Procedure Details

Version - V2 FINAL

Date Ratified - 20 March 2017

Implementation Date - 20 March 2017

Responsible Director:

Director of Fundraising

Review Date:

2 years from implementation date – March 2019




















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.