About us Governance Donor Charter Royal Trinity Hospice is committed to its donors and dedicated to treating all donors and supporters with the highest level of care, consideration and respect. This Donor Charter has been produced to assure donors and prospective donors of the integrity and accountability of Trinity and to ensure that all members of staff and Board members will strive to achieve the highest professional standards at all times. You can also read our full Privacy Notice which outlines what we do with your personal information. Donors and prospective donors have the following rights: To be treated by representatives of Trinity, volunteers and other individuals involved with the solicitation and receipt of donations in a fair, transparent, accurate and honest manner in accordance with all applicable laws, the professional codes of fundraising ethics as detailed by the Institute of Fundraising and the FRSB (Fund Raising Standards Board) and The IoF (Institute of Fundraising) and good practice. To be informed in all fundraising solicitations of Trinity's name, contact details and charitable status. To receive fundraising solicitations and stewardship reports from Trinity that are truthful, accurately describe their activities and the intended and actual uses of donated funds. To receive appropriate and timely acknowledgment, recognition and agreed publicity for their donation in accordance with the donor’s wishes. To have the terms applicable to their gift observed and to be consulted if their donation cannot be used for its intended purpose. To be kept informed of the impact of their philanthropy and Trinity's evolving needs and priorities. This includes receiving progress reports on supported activity and invitations to attend relevant events to see first-hand the benefits their support brings. To be assured that donors’ rights to privacy and confidentiality will be respected with all donor records and database information kept secure. At Trinity we take donors' right to privacy very seriously. Any personal information will be treated in full compliance with the Data Protection Act 1998. Trinity will not sell the donor list; donors will have the right to see their own donor record and to challenge its accuracy. Our Privacy Notice outlines in detail the ways in which we may process your data. To be asked in writing for permission to be cited in case studies and other promotional material (including photographs) prior to publication. To have their support treated as anonymous if requested. To have access to Trinity’s most recent published financial accounts and be assured that the organisation’s financial affairs are being conducted in a responsible manner. To have the right to express mailing/contact preferences or request their details be removed from our database and have this confirmed by one of our supporter care team members. Protecting vulnerable individuals Trinity fully understands its responsibility to protect vulnerable individuals by adhering to IoF Code of Fundraising Practice section 1.2 (e) in the general principles section that: “Fundraisers ought to take all reasonable steps to treat a donor fairly, enabling them to make an informed decision about any donation.” Web security and privacy Collection of information Trinity is the sole owner of information submitted by you using our website. We may use information gathered in compiling anonymous statistics and research in the course of the organisation's stated role. However, we will never sell, share, or rent personally identifiable information that you have given us. Donations and payments Any information and credit card details you provide us will be encrypted and handled securely. Cookies A cookie is a small piece of information sent by a web server to a web browser, which enables the server to collect information from the browser and us to track the use of our website. We use cookies to help us understand our users' interests and preferences so that we can constantly improve our website and communication with our supporters. Complaints Trinity will respond within 20 working days to a complaint by a donor or prospective donor about any matter that is addressed in this policy. The Chief Executive will respond to the complainant’s concerns. For more information please go to comments suggestions or complaints.