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Fundraising and Communication
SFAC is committed to fundraising to the highest possible standards.
We believe in being clear, honest, fair and reasonable and respectful in our communications and fundraising.
We will contact donors proportionately and respectfully. Such communication will reflect the preferences of the donor – email, letter, telephone or no communication.
SFAC uses following communication channels:
We communicate through online social media (Twitter, Facebook) and on our website. We also send electronic news updates to those who have agreed to receive such communications. These bulletins are provided through a server called MailChimp. All SFAC detail on MailChimp is password protected and is only available to SFAC staff.
SFAC uses the following platforms for donations:
For Regular/One-off donations we use CAF (Charities Aid Foundation) and VirginGiving.
For Payroll donations we use GivingOnline.
- For these organisations SFAC receives the information that the donor
agreed to send to us. This information is stored electronically under
password protection on those sites.
For those that pay direct into our bank account we hold the information provided to us by the bank.
- We will also record any Gift Aid preferences for HMRC to reclaim money for those who are eligible. Any written records are kept in a locked file by SFAC.
How do we use your donation
For any donation received through CAF/VirginGiving/GivingOnline we receive the amount minus charges (normally 2-3% of the gross amount) including Gift Aid where appropriate. Money received straight into the bank account does not attract any charges.
All money we receive is appropriately spent on running costs that enable us to operate as a charity. For more detailed information on our accounts then please visit the Charity Commission Website.
We believe your views are important to us and we take any complaint or concern seriously. We are committed to high standards of practice but we may get something wrong or not hit the standards expected.
We welcome you telling us of any concerns or complaints that you may have about our fundraising and communications.
We promise to take all complaints and concerns seriously and to respond to these as timely as possible. We promise to respond to any complaint with a response in 28 days.
We have a three-stage process:
We will respond to your complaint in writing within 8 working days.
To make a complaint please email: firstname.lastname@example.org and include the following information: Your contact details and name, details of the complaint.
A record of your complaint will be maintained by the charity in accordance with the practice guidelines set out by the Fundraising Regulator.
If you are not satisfied by the initial response your complaint can be escalated to a member of the trustee board. We will respond in writing within 10 working days from receipt of your email.
If neither response is to your satisfaction then you can contact the Fundraising Regulator whose details are as below:
The Fundraising Regulator
CAN Mezzanine Building
49-51 East Road
London N1 6AH
Tel: 0300 999 3407