Our Fundraising Promise
We are members of the Fundraising Standards Board self-regulatory scheme. The Fundraising Standards Board works to ensure that organisations raising money from the public do so honestly and properly. As members of the scheme, we follow the Institute of Fundraising's Codes of Fundraising Practice and comply with the key principles embodied in the Codes and in this Promise .

We are committed to high standards

• We do all we can to ensure that fundraisers, volunteers and fundraising contractors working with us to raise funds comply with the Codes and with this Promise
• We comply with the law including those that apply to data protection, health and safety and the environment

We are honest and open

• We tell the truth and do not exaggerate
• We do what we say we are going to do
• We answer all reasonable questions about our fundraising activities and costs. Please contact us, visit our website or see our Annual Report if you require further details

We are clear

• We are clear about who we are, what we do and how your gift is used
• Where we have a promotional agreement with a commercial company, we make clear how much of the purchase price we receive
• We give a clear explanation of how you can make a gift and amend a regular commitment

We are respectful

• We respect the rights, dignities and privacy of our supporters and beneficiaries
• We will not put undue pressure on you to make a gift and if you do not want to give or wish to cease giving, we will respect your decision
• If you tell us that you don't want us to contact you in a particular way we will not do so

We are fair and reasonable

• We take care not to use any images or words that cause unjustifiable distress or offence
• We take care not to cause unreasonable nuisance or disruption

We are accountable

• If you are unhappy with anything we've done whilst fundraising, you can contact us to make a complaint
• We have a complaints procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Standards Board to make a final adjudication

Give with confidence

We do not view complaints in a negative light but more as a means of monitoring and improving performance and gauging public perception. We see our Complaints Procedure as an essential part of our focus on supporter satisfaction and believe that managing this effectively is a way of maintaining and building relationships with the supporters on whom WWF depends.

How you can get in touch with us

By phone:	01483 426333
By email:	supporterrelations@wwf.org.uk
Web:	Complete feedback form
In writing:	Melanie Davies, Supporter Relations Executive, Supporter Relations WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

What we promise to do

• We will acknowledge in writing a complaint within five working days of receipt of your communication. Should we be unable to resolve your complaint immediately, we will advise you of the outcome of the investigation within one month of acknowledging your communication.
• In addition, if your complaint is about our fundraising and if you are dissatisfied with the outcome of our investigation, you have the opportunity to refer your complaint to the Fundraising Standards Board within two months of receiving our response.

What happens if a complaint is referred to the FRSB?

The FRSB secretariat will investigate the complaint and report their decision within 60 days of receiving it. If the complainant is still dissatisfied, the complaint will be referred to the FRSB board. They will review the complaint and report their conclusion within 60 days of it being referred to them.