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Who is WWF-UK's President?

A. WWF-UK's President is HRH The Prince of Wales (as of 8 September 2011).

New president for WWF-UK

Our former President was HRH Princess Alexandra, The Hon Lady Ogilvy KG, GCVO

Our Vice President, until his death in September 2009, was Lord Aubrey Leland Oakes Buxton of Also, KCVO MC DL.

Does WWF work with Fellowship Ethical and The Phoenix Tree Project?

It's been brought to our attention that our name (WWF-UK) and Panda logo are being used by a company called Fellowship Ethical to promote an investment opportunity called "The Phoenix Tree Project". At no time has WWF-UK authorised the use of our name and logo by Fellowship Ethical and we have no connections at all with this company or this project. We have alerted the appropriate authorities and meanwhile we'd urge all our supporters and anyone who's reading this message to exercise extreme caution in becoming involved with Fellowship Ethical.

How is my adoption money spent?

Adopting a species is one of the most popular ways in which people choose to support our work.  Many people have a favourite species they choose to adopt, and this can mean that some areas of our work might attract more funding than others.

To give us the flexibility to manage our funds in the most effective way, we currently allocate your adoption money to our work to conserve your adopted species and as more flexible funding for other vital conservation work around the world.

We have found that supporters understand this need to be able to spend our adoption funds in areas where there is also vital need alongside our key species conservation projects.

What do you do with the money that I give to WWF?

*  71% is used directly for conservation programmes and field projects, campaigns, education and raising awareness of environmental threats.

*  28% is used to support our fundraising efforts - including advertising to recruit new supporters and communicating with existing members and supporters. This is an essential and efficient investment, because for every pound we devote to fundraising, we generate more than £3 as a result. Our income grew by over 20% in 2010 as a result of the investment we have made in fundraising in this and previous years.

* the other 1% is spent on 'governance and monitoring systems' - basically the kind of legal and accounting costs all large companies and charities have to allow for.

You can be sure we're always looking at ways of cutting our administrative costs and overheads wherever possible, especially in tight financial times.

You'll find more details of specific WWF projects and activities in our most recent  Annual Review

How is adoption money allocated between conservation work with the specific species and WWF's wider work?

Tiger
Adoption funds are split between tiger conservation and WWF's wider work.

Amur Leopard
Adoption funds are split between amur leopard conservation and WWF's wider work.

Orangutan
Adoption funds are split between orangutan conservation and WWF's wider work.

Panda
Adoption funds are split between panda conservation and WWF's wider work.

Dolphin
Adoption funds are split between dolphin conservation and WWF's wider work.

Elephant
Adoption funds are split between elephant conservation and WWF's wider work.

Rhino
Adoption funds are split between rhino conservation and WWF's wider work.

Penguin
Adoption funds are split between penguin conservation, climate change work and WWF's wider work.

Polar Bear
Adoption funds are split between polar bear conservation, climate change work and WWF's wider work.

Turtles
Adoption funds are split between turtle conservation, climate change work and and WWF's wider work..

Jaguar
Funds are allocated to the Acre rainforest conservation project which benefits jaguars and other species  who live in the forest

Sponsor an Acre
Funds are allocated to the Acre rainforest conservation project

I need to cancel my Direct Debit as my circumstances have changed. How do I do this?

A. You can cancel your Direct Debit at any time by contacting your bank. Some banks may request this in writing. Please also advise us of your cancellation by downloading a form, completing and returning it to us.

I need to cancel my Gift Aid Declaration as I am no longer a UK taxpayer. How do I do this?

A. You can cancel your Gift Aid Declaration at anytime by calling Supporter Care on 01483 426 333. All we need is the date that you ceased paying Income Tax.

Download a form

I want to change the amount of my Direct Debit payments, how do I do this?

A. You can change your Direct Debit payment amount at any time by simply calling Supporter Care on 01483 426 333. Alternatively, you can download a form, complete and return direct to us. Upon receipt of the completed from, we will make the changes to your Direct Debit. If you pay for an adoption or membership the minimum that you can pay is £3.00 per month or £36.00 per annum. Should you wish to pay less than this, your adoption or membership will be cancelled and your payment will be used as a regular donation.

Can I support you from overseas by Direct Debit?

A. Yes it is possible to support us by Direct Debit if you are overseas BUT only if you have a UK bank or building society account that accepts Direct Debits.

If you do not have a UK bank or building society that accepts Direct Debit, you can still support us by paying annually by credit card or bank transfer. With bank transfer, please ensure that you quote your supporter number and state what the payment is for.

Please note that there is an additional charge to cover the cost of postage overseas - Europe £4.00, Rest of the World £9.00.

I pay by Direct Debit and my bank account has changed. How do I update my account details with you?

A. Usually, if you change your bank account details, your bank will provide a service where they notify all of your Direct Debit Service Users of your new account details so you don't have to do anything. However, if you have chosen to advise all Service Users of your new details yourself, you can download a printable form.

I currently pay monthly by Direct Debit but I want to pay on a date of my choice. How can I do this?

A. We do appreciate that not everyone likes to pay by Direct Debit. However, this is a safe method of payment and reduces our administration fees considerably. You are also protected by the Direct Debit Guarantee. This means that if a payment is taken from your account that you have not agreed to, you are entitled to an immediate refund from your bank or building society. When you set up a Direct Debit, we will write and advise you at least 10 working days before any money is taken from you account. If the dates or amounts change, again we will write to you at least 10 working days before any money is taken from your account.

If you would still prefer to pay by an alternative method, we would recommend a Standing Order. This is an instruction between yourself and your bank to make payments to WWF on a date of your choice and this instruction cannot be changed in any way by WWF.

Download a printable form

I don't like Direct Debit. Can I pay by Standing Order instead?

A. We do appreciate that not everyone likes to pay by Direct Debit. However, this is a safe method of payment and reduces our administration fees considerably. You are also protected by the Direct Debit Guarantee. This means that if a payment is taken from your account that you have not agreed to, you are entitled to an immediate refund from your bank or building society. When you set up a Direct Debit, we will write and advise you at least 10 working days before any money is taken from you account. If the dates or amounts change, again we will write to you at least 10 working days before any money is taken from your account.

If you still prefer to pay by Standing Order, you can download a printable form.

I would like to change my Direct Debit to be taken from my account on a date of my choice. How do I do this?

A. It is currently not possible to specify a payment date of your choice when paying by Direct Debit as we only have one claim per month, which takes place anywhere between the 23rd and the last day of each month.

If our choice of claim date is not convenient for you, we would recommend that you pay by Standing Order instead. This is an instruction between yourself and your bank to make payments to WWF on a date of your choice and this instruction cannot be changed in any way by WWF.

Download a printable form

How will my choice of wood products in the UK have an impact on illegal logging?

At WWF-UK our campaigns are mainly about reaching people in the UK, as that is where we can have the most influence. But we also work with other WWF offices in Europe who are reaching people in their countries with these same messages.

In the UK and other developed countries we consume a proportionately larger share of the world's timber products (according to latest available Forestry Commission statistics, the UK imported 5.8 million m³ of sawnwood and nearly 9 million tonnes of pulp and paper from around the world in 2008 alone). We also tend to have more opportunities to make choices about which products we choose than people in poorer countries who may not have as much choice. Therefore we have the opportunity to have a significant influence on the timber industry through the products we choose.

It can sometimes seem difficult to see how we in the UK can make a difference when we are a small proportion of the world's population. But everyone can make a difference. We all have a part to play, and supporting a responsible timber trade is a great way to make a positive difference to people and wildlife.

How does WWF work on dolphin conservation?

While WWF is not working on dolphin hunts in Japan, we have a long and active history in whale, dolphin and porpoise conservation. WWF is the only NGO working to conserve all river dolphin species, and has many active programmes to conserve coastal and marine whales, dolphins and porpoises.

Some prominent examples include WWF-New Zealand’s efforts to conserve the critically endangered Maui’s dolphins, resulting in a major announcement by the New Zealand Government of fishing bans to protect the dolphins from bycatch. WWF-Mexico has worked for many years to reduce bycatch of the critically endangered vaquita, by working closely with the government to introduce safe alternative fishing methods, help fishers transition to sustainable alternative livelihoods, and establish the monitoring and enforcement measures necessary to prevent the extinction of the species.

In fact, WWF works on all eight species of small cetacean which are listed as threatened (critically endangered, endangered or vulnerable) by IUCN.

WWF also works to highlight the plight of dolphins and porpoises internationally, and increase international protection and conservation efforts. At the 61st International Whaling Commission (IWC) meeting in 2009, WWF issued a very well received report highlighting the plight of small cetaceans, and urging governments and inter-governmental fora to prioritise protection and conservation efforts for these species. In particular, the report criticised the IWC for only managing hunts of large whales, and urged the IWC and all its contracting governments to also include small cetaceans in its remit, and ensure no unsustainable small cetacean hunts are allowed to continue.

What is WWF’s position on dolphin hunts?

There are some cetacean hunts which WWF does not oppose, such as those in the Arctic, which are undertaken by indigenous peoples, and are necessary for subsistence purposes and are an important part of the traditions and cultures of the indigenous people involved. For example, “aboriginal subsistence whaling” is approved by the IWC in order to meet the subsistence food needs of indigenous communities (e.g. Russia, Alaska and Greenland). The "drive-hunt" hunt in Japan cannot be justified on either of those grounds.

“Drive hunting” dolphins in Japan was once widespread, but in recent times was limited mainly to two villages – Futo in Shizuoka Prefecture, and Taiji in Wakayama Prefecture. Footage of the Futo hunt taken in 1999 raised an international outcry. The Futo hunt was apparently suspended in 2000, although a small drive hunt in 2004 resulted in five dolphins killed, and 14 sent to aquariums. It appears that the drive hunt no longer continues in Futo – Futo village have established a whale and dolphin watching enterprise instead, which it's expected will be a more financially profitable enterprise than hunting. The only place drive hunting for dolphins continues on a large scale in Japan is Taiji, where the footage for ‘The Cove’ was shot.

WWF believes that, as the hunt is not necessary for subsistence or cultural reasons, and as management of the hunt has not been transparent – at present we do not have evidence that the hunt is part of a wildlife management scheme, including population assessment and management, quota designation based on science, and adaptive management – it would seem that a switch in Taiji from dolphin hunting to dolphin and whale watching would be a positive move. If members of the public would like to find out more, we suggest visiting the Whale and Dolphin Conservation Society website, as the organisation is actively campaigning on this issue and on the site.

Find out more about WWF's work on dolphin conservation.

How many employees can receive Business Club newsletters directly?

You can provide us with a list of up to five employees to receive our Business Club e-communications. We’d encourage you to circulate these to all your employees or put the content on your staff intranet to help engage the whole company in your Business Club membership.

How many Business Club e-communications will I receive per year?

You will receive a minimum of three Business Club e-communications per year.

Our e-newsletters will cover business sustainability issues and will contain articles on areas of our work that are particularly relevant for companies - such as resource management and climate change - and will provide updates on our conservation programmes and key campaigns.

Can I use the Business Club stamp on my products?

No. Our Business Club stamp can not be used to drive sales of products or services, as this would become ‘Cause Related Marketing’ and would need to be explored as part of a corporate partnership.

Thus the Business Club stamp can not be positioned next to products or services on your website, or printed on products or packaging.

If you are interested in exploring a corporate partnership with us please contact a member of the Corporate Partnerships team.

Where can I use the Business Club stamp?

You can use our Business Club stamp (in accordance with our guidelines) on your website to communicate your membership to customers and suppliers.

What will my Business Club membership fee be used for?

Your membership fee will provide vital funds for the charity. We encourage you to read our annual report and financial statement if you would like further information.

Why do you employ a marketing agency to produce your donor appeals?

A. We believe the work we do is important so we need to ensure that we can communicate this clearly and effectively to people to get support and raise awareness. We therefore feel it is important to invest in these communications so that we have the best chance of attracting a response.

One way of doing this without having the costs of a permanent marketing function covering all professional specialisms is to buy in expertise as and when needed. This expertise will be experienced in delivering communications enabling the charity to benefit from best practice to ensure its communications are effective and provide as good value for money as is possible.

Marketing and donor campaigns are set specific financial and public awareness targets by which their effectiveness can be measured to ensure that money isn't wasted.

Why does WWF use blanket fundraising methods like ringing people at home, stopping people in the street and knocking on their doors?

We do try to target communications to reach those people most likely to be interested in our work, but this is not an exact science. Experience has shown us that if charities don't ask people for support using different methods, it is much less likely that we will be able to raise the funds necessary to undertake our work.

In this “multi-channel” world, where people get their information in all sorts of ways, we can't afford to miss out. In addition, different people get their information from different places; not everyone can be reached using the press for example, so without these methods we would risk not communicating with potential supporters.

WWF has found that meeting people in the street or at home helps to raise awareness as well as gaining new and long term support. We ask people to help us by signing a petition, texting a donation or by committing to a regular Direct Debit donation. We do not take cash donations this way. We use the phone to call our existing donors or to contact those that have already expressed an interest in WWF.

We have found all of these fundraising methods to be a cost effective way of reaching new audiences which is vital if we are to maintain and grow our conservation programmes. However we are always monitoring and evaluating the effectiveness of these campaigns and if they are no longer proving cost effective we will either adapt or drop the activity.
 
All WWF fundraisers will have an ID Badge and will be wearing clothing or a tabard with our logo on it. They will also be very knowledgeable about the charity.

If you are unsure whether they are genuine or wish to provide any feedback please call our Supporter Care team on 01483 426333 - we are available to answer your calls 9am-5pm Monday to Friday.

Alternatively email us at supportercare@wwf.org.uk,
or write to us at:
Supporter Care Team
WWF-UK
Panda House
Weyside Park
Godalming
Surrey
GU7 1XR

As a member of the Fundraising Standards Board we are committed to the best fundraising practice and follow FRSB Guidelines.

How much of my donation goes on fundraising and administration?

A. We're quite clear about how much goes on fundraising and support. Like any other kind of organisation, charities have support and income-raising costs to ensure their existence and effectiveness.

We are constantly working to maximize the money going to our conservation action around the world – whether it's paying for highly skilled field conservationists, or professional lobbyists in the corridors of power.

More than 180,000 charities in the UK complete with us for your funding and attention, so we also invest in communicators and fundraising staff to keep the spotlight on the vitally important work we are doing and ensure the money keeps flowing in.

Fundraising costs ensure we survive. In order to secure income to achieve our work it is necessary to spend money on communicating our need for funds. These fundraising costs vary depending on who the organisation is asking (government, private individuals, companies or foundations). We seek to raise funds from a variety of sources in order to maximise the amounts of money raised and reduce reliance on a small number of funders, who could pull out leaving the charity in difficulty.

Support costs ensure we are effective. To ensure as much money as possible goes to the cause, charities have to be efficient and manage their organisations very effectively. The support costs spent on IT, HR, finance, planning and project management ensures the charity's infrastructure supports its aims and delivery.

How do the different types of fundraising compare?

A. Each charity has its own criteria for judging the effectiveness of different types of fundraising. Essentially, charities judge fundraising by return on investment over time but each charity has to evaluate the audiences it wants to address and what will appeal to them.

Charities look at return on investment over time. At the most basic level this is the return on the investment made over a certain period. Although some forms of attracting new supporters won't make a positive return on investment in 12 months, the charity will have established that the returns over a longer period are such that this is justified.

Every charity has to evaluate the audiences it wants to appeal to. Clearly some forms of fundraising have a better return on investment (even with varying periods to judge returns) than others. Some reasons why charities do not only invest in the fundraising activity that gives the best return are:

Some methods will have the potential to raise a much higher volume of income than others, although they may have a lower return on investment;

The charity has made the decision to spread the risk among a number of types of fundraising in case some of them fail to be as effective over time;

Some types of fundraising generate gradual but continuous growth over time, whereas others just provide a one off injection of cash;

Different audiences can be accessed using different methods. Charities have to evaluate on an individual basis which audiences they want to address and who might be interested in supporting their work.

Why do you prefer people to make regular gifts?

A. Regular gifts mean charities have a consistent, predictable income, so we can plan and budget better and therefore be more efficient.

Regular gifts give long-term security and enable short-term response. They give security and confidence to react to situations as soon as they arise; and the income to carry on with our work whether issues are receiving media coverage or not.

Regular gifts mean less spent on support costs. Regular gifts also mean lower support costs and cheaper bank charges so that more of your money goes to our work.

Ongoing support helps us recoup the higher costs of securing new donors. Securing new donors' support is crucial to allow the charity to keep functioning. However, there is a certain cost associated with reaching those donors. If people commit to giving regularly for a year or more, charities will recoup those costs.

How do I tell the difference between a genuine fundraiser and a bogus one?

A. There are some simple information checks you can make to protect yourself against bogus fundraisers.

Check the registration number or phone them back. If an organisation or individual purporting to raise money for charity approaches you, check that they have a charity registration number. If you want to support the charity, but still feel uncertain, ask for a phone number and contact them. From December 2005, you can also refer to 'Guidestar', an online listing of charities which outlines their objectives and their financial status.

Check a street fundraiser's credentials. Street fundraisers will be wearing clothing bearing the charity logo, have an identity badge and, in some cases, a letter from the charity stating that they are paid to recruit new supporters on the charity's behalf.

How is fundraising regulated? Is it licensed in any way?

A. Registered charities are regulated by the Charity Commission and/or OSCR in Scotland. There are laws about many aspects of charity fundraising and local authorities grant licences to collect in public places. New legislation in Scotland, England and Wales aims to make all aspects of charitable activity much clearer.

Charities are usually registered with the Charity Commission and/or OSCR

Look for the charitable registration number for charities. It should be printed on all fundraising materials. All charities have to be registered by the Charity Commission and/or OSCR. Charities set up in England or Wales are usually registered with the Charity Commission, which is the regulator and registrar for these charities. The Charity Commission is responsible for establishing charity status and securing compliance with charity law. The Charity Commission can look into wrongdoing by charities and has powers to make charities do what they're supposed to legally do. From Spring 2006, OSCR will take on similar functions to the Charity Commission, with the power to grant and remove charitable status.

Most charities have to produce accounts. All registered charities in England and Wales have to produce accounts and charities with a gross annual income over £10,000 have to send their accounts to the Charity Commission. In Scotland, all charities – regardless of income – have to produce annual accounts. Where a charity has an income of over £100,000 an audit is required. For those under £100,000 an independent examination is required.

New charity legislation will make charitable activity clearer. There is legislation in the pipeline which aims to clarify what constitutes charity. New legislation was passed by the Scottish Parliament in 2005. This will also develop a new licensing system to cover public collections such as street and door-to-door fundraising.

How are charities governed?

A. Charities are usually registered with the Charity Commission and/or the Office of the Scottish Charity Regulator (OSCR), have a governing document and a trustee body.

The Charity Commission is established by law as the regulator and registrar for charities in England and Wales. In Scotland, OSCR has similar responsibilities to the Charity Commission.

The Charity Commission / OSCR fulfils this role by securing compliance with charity law, dealing with abuse and poor practice and enabling charities to work better within an effective legal, accounting and governance structure. They have powers to intervene in a charity to protect its assets where a formal investigation establishes serious mismanagement or abuse.

Every Charity must have a governing document setting out the charity's objects and usually how it is to be administered.

It may be a trust deed, constitution, memorandum and articles of association, rule, conveyance, will, Royal Charter, Scheme of the Commissioners or other formal document.

Every Charity must have a trustee body constituted in accordance with the governing document. Charity trustees are unpaid volunteers – there are some exceptions in Scotland - who under the charity's governing document are responsible for the overall control of the charity and ensuring that it is properly managed.

The trustees of all charities are under a duty to ensure that the charity keeps proper books and records, and that annual accounts are prepared. In many cases, the trustees must also prepare an annual report. Trustees must ensure that the accounts are subjected to external scrutiny, if that is required by legislation or by the charity's governing document. It is the trustees' responsibility to formally approve the charity's annual report and accounts.

Where else does WWF get its money from?

A. To minimise the risk, we seek our funds from a variety of sources, which is the case for most charities. You can check this information in our annual report, which is published as part of the charity's financial reporting obligations.

We have to seek funds from a variety of sources. Most charities get the bulk of their income from private individuals giving modest amounts. In order to spread risk and maximise income, we try to ensure that we don't have just one funding source. Our annual report shows the percentage split of our fundraising income. Other charities get their income from similar sources, as well as charity shops, statutory funding, gifts and promotional income from companies and their employees and donations from trusts and foundations.

I sent in my adoption application/activated my adoption and haven't received anything, what shall I do?

We’re sorry you haven't received your adoption pack/welcome letter and certificate. Please note it takes approximately 2 - 3 weeks for your adoption pack/welcome letter to be processed and sent. Adoptions purchased from WWF are despatched via Royal Mail in a box that will not fit through your letterbox. Therefore it may be waiting for collection at your local sorting office. Otherwise, please either telephone our Supporter Care Team on 01483 426333, or e-mail us at supportercare@wwf.org.uk

When contacting us, please provide us as much information as possible, including your name and address, the gift recipient’s name and address (where relevant), the name and species of the animal adopted, details of how you were paying for the adoption and when you sent your application to us.

I'm concerned as I haven't heard about the animal I adopted for a while.

Adoption updates along with adopters' magazine Wild World are sent out three times a year, in winter, summer and autumn. 

If you do not receive your adoption updates, please contact:

Supporter Care
Panda House,
Weyside Park,
Godalming
GU7 1XR

t: 01483 426333
e: supportercare@wwf.org.uk

I would like to adopt an animal but I live overseas, how can I set this up?

You can make a one-off payment on our website (£36 minimum) if you select the box that says ‘Address is outside of the UK’ - or alternatively, we can set this up over the telephone if you would like to call our Supporter Care team on +44 (1483) 426333.

How long will my adoption take to process?

We endeavour to send out the adoption pack to you (or the gift recipient) as soon as possible, uaually around 2 weeks. Please be aware it may take 2-3 weeks during busier periods such as christmas.

How do I advise you of a change of address?

A. If you change your address, please let us know by:

• e-mail: supportercare@wwf.org.uk
   
• telephone: 01483 426333; or
   
• mail: Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

Please be sure to include your old address so that we can find you on our database.

In order to keep our administrative costs to a minimum, we do not acknowledge changes of address, but we will amend our records accordingly. Please be aware that we may have already selected your name to contact you, so you may receive mail at your old address for up to three weeks.

If I adopt an animal, will I be the only person who adopts that animal?

Everyone adopts the same animal. The adoption schemes have named animals that act as a figurehead for each species.

They are wild animals that we are usually able to monitor as part of an ongoing conservation project.

For example, all our tiger adopters have adopted Kamrita, and the money raised is used for tiger conservation work, including the conservation project in the area where Kamrita lives.

This makes it easier for us to provide feedback on one adopted animal, rather than many individual ones, and keeps our administration costs to a minimum, ensuring that more of our valuable funds are used for our conservation work.

How can I ensure that I don't receive telephone calls from WWF?

WWF telephones supporters because, as a conservation organisation, we are extremely concerned about the amount of paper we send out. The telephone is an environmentally-friendly way of communicating with our supporters - it uses very little energy and does not produce waste.

We are aware that telemarketing has been misused in the past by some organisations and, as a result, has a poor reputation. WWF is keen to promote the benefits from a conservation viewpoint and to encourage the positive side of this method of fundraising.

However, we do appreciate that not everyone wishes to be telephoned at home, and we can indicate this on our database.

Please contact the Supporter Care team if you would like us to mark our records to ensure that you are not telephoned by WWF.

• e-mail: supportercare@wwf.org.uk
   
• telephone: 01483 426333; or
   
• mail:  Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

You may also wish to contact the Telephone Preference Service to limit other telemarketing calls. Their contact details are:

Telephone Preference Service (TPS)
70 Margaret Street
London
W1W 8SS
t: 020 7291 3320
f: 020 7323 4226
e: tps@dma.org.uk
www.tpsonline.org.uk

How do WWF govern themselves? How will my complaint be handled?

We aim to be open and transparent about WWFs work in order to gain the trust and confidence of our supporters, wider stakeholders and the general public and therefore have a formal procedure for dealing with Comments and Complaints.

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: supportercare@wwf.org.uk
Web:  feedback form
In writing:  Melanie Davies, Supporter Care Executive, Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

What we promise to do
We will acknowledge in writing a complaint within 5 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 1 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 2 months of receiving our response.

What happens if a complaint is referred to the FRSBW
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.

Contact Details:
Fundraising Standards Board
Hampton House
20 Albert Embankment
London SE1 7TJ
Tel: 0845 402 5442
Email: info@frsb.org.uk
Website: www.frsb.org.uk

Further information on our relationship with the FRSB.

How do I go about making a complaint to WWF?

We are sorry that you are not happy with the service you have received.

We would be grateful if you could contact our Supporter Care Team by telephone on 01483 426333, by e-mail at supportercare@wwf.org.uk, or by letter to

WWF-UK,
Panda House,
Weyside Park,
Godalming,
Surrey GU7 1XR,
so that we can deal with your complaint.

How can I find out more information about my adopted animal?

We will report back all the information we have about your adopted animal in your adoption updates and exclusive adopters' magazine Wild World. If you would like to find out more general information about the species of animal you adopted look at the factsheets in our wildlife section:

Tiger factsheet
Dolphin factsheet
Panda factsheet
African Rhino factsheet
Asian Rhino factsheet
African Elephant factsheet
Asian Elephant factsheet
Orang-utan factsheet
Polar bear factsheet

What is the difference between a retail adoption and one direct from WWF?

A. Adoption packs from WWF cost £36 per year, and you can choose from 10 different animals. You will receive a welcome pack including fact booklet about your adopted animal, certificate which you can personalise, and three updates on your adopted species throughout the year.

Adoption packs in retail stores cost £19.99, and you can choose from 11 different animals. This pack will include a fact booklet about the adopted species. Please note: This product requires you to go online to register and download your certificate.

What animals do you have for adoption?

A. We have a tiger, a rhino, an elephant, an orang utan, a pod of dolphins, a group of pandas, a group of polar bears, an Amur leopard, a penguin and a turtle that you can adopt.

I would like further information about retail adoptions

A. Retail adoptions in a box make a perfect gift. At the moment you can adopt a pod of dolphins, a tiger, an orang utan, a group of polar bears or a panda in a box.

Inside the box you will find a soft toy, welcome pack including fact booklet, together we can make a difference booklet, stand-up photo of the animal, screensaver leaflet and green tips leaflet. There is also an activation card containing a special number for you to register your details. By registering your details you will be able to receive an e-mail update about your animal.

Retail adoptions are available from larger Boots stores, John Lewis and Early Learning Centre Online. Or they can be purchased online from buyagift.co.uk, Red Letter Days or Activity Superstore.

At the moment we only offer five species of animals for adoption from retailers. However, we do offer a different type of adoption scheme for an elephant and rhino. Find out about these adoptions.

What do I get if I adopt an animal?

A.

• Soft toy (Optional)
• Fact booklet about the adopted animal/species
• Blank certificate with a picture of the species on the reverse
• Stand alone print (not a photograph) of the real adopted animal
• Blank species greeting card and envelope
• Computer link to download species screensavers
• Green tips leaflet
• Guide to WWF and our work
• Updates on your chosen species along with exclusive adopters' magazine Wild World, mailed three times a year

What is WWF-UK's registered charity number?

A. WWF-UK: a charity registered in England (number 1081247) and in Scotland (number SCO39593); and a company limited by guarantee - registered in England (number 4016725).

Charity Commission praise
In February 2005 our Chief Executive David Nussbaum, members of the management team and Trustees, attended a regulatory meeting with the Charity Commission. The meeting was very successful and the Charity Commission commented on WWF-UK demonstrating many examples of best practice which they would like to share with other charities.

What are the postage and packing charges for orders from WWF's online shop?

A.

Goods to the order value up to £74.99 will cost £4.95.

Goods over the order value of £75.00 are delivered FREE of charge.

Express delivery for all values (excludes orders received by post and delivery to the E.U. and the Rest of World) costs £5.95.

All European Union addresses delivery costs £12.95.

For information on rest of the world addresses please call 0870 750 7023 or e-mail info@shop.wwf.org.uk


Go to the online shop

Can I make a one-off donation to WWF?

Yes. You can make a one-off donation to WWF using your credit or debit card on our secure server by visiting wwf.org.uk/donate . Alternatively, you can call the Supporter Care Team on 01483 426333 from 9.00am to 5.00pm, Monday to Friday and have your card details handy.

How can I ensure that I don't receive e-mails from WWF?

A. We are very sorry if you received an unwanted e-mail from WWF-UK.

If you do not wish to receive e-mails from WWF-UK please contact our Supporter Care Team:

• e-mail: supportercare@wwf.org.uk
   
• telephone: 01483 426333; or
   
• mail: Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

How can I advise you of a change of e-mail address?

If you change your e-mail address, please let us know by:

• e-mail: supportercare@wwf.org.uk;
   
• telephone: 01483 426333; or
   
• mail: Supporter Care,  WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

If you e-mail or write in please do remember to include your postal address including postcode so that we are able to locate your record.

I have lost my adoption activation card, what should I do?

Please don't worry! Our Supporter Care Team can arrange to activate your adoption so please contact them by telephoning 01483 426333, or e-mailing  supportercare@wwf.org.uk

Can I buy an adoption from anywhere else?

A. You can buy the adoptions through the WWF Online Shop

Or you can buy retail adoptions from larger Boots stores and John Lewis.

They are also available online from:

Buyagift.com - www.buyagift.co.uk
Activities superstore. - www.activitysuperstore.com
Red Letter Days - www.redletterdays.co.uk
Early Learning Centre Online - www.elc.co.uk/

And through reward points with American Express Membership Rewards.

By ordering your adoption directly from WWF, more money from the sale of the adoption will go to WWF's conservation projects around the world.

How often will I receive updates?

A. If you have purchased the adoption directly from WWF, you will receive updates three times a year either by e-mail or through the post, depending on which option you selected.
If you have purchased a retail adoption, you will receive one update by e-mail.

I have a new e-mail address, how can I let you know so that I can continue to receive my e-mail updates?

You can do this by contacting our Supporter Care Team. Telephone them on 01483 426333, e-mail them  at:  supportercare@wwf.org.uk or write to them at:  WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

If you e-mail or write in please do remember to include your postal address so they can locate your record.

I have raised some money for WWF, where shall I send the cheque?

Thank you so much for raising money for WWF, we really appreciate your support!

Please send us a cheque, made payable to WWF-UK, to:
WWF-UK
Panda House
Weyside Park
Godalming
Surrey
GU7 1XR

It would be great if you could also let us know how you raised the money. If you include your name and address we will send you a thank you letter.

Who is president of WWF International?

The international president of WWF is HE Chief Emeka Anyaoku

What do the initials WWF stand for?

A. When WWF was first set up in 1961, WWF stood for World Wildlife Fund.

In 1986 we changed this to World Wide Fund for Nature to emphasise the broad nature of WWF’s conservation work, which includes not only species, but also habitats and the reversal of environmental degradation.

However, since July 2000, WWF has been known simply by its initials, with the descriptor of 'For a Living Planet'.

How long does a membership application take to process?

We endeavour to send out the membership pack to you (or the gift recipient) as soon as possible, but it may take 2-3 weeks.

I sent in my application to become a member of WWF and haven't received anything, what shall I do?

A. We are sorry you haven't received your membership pack. To enable us to look into this further, please either telephone the Supporter Care Team on 01483 426333, or e-mail us at: supportercare@wwf.org.uk.

When contacting us, please provide us as much information as possible, including your name and address, the gift recipient's name and address (where relevant), details of how you were paying for the membership and when you sent your application to us.

I would like to become a member, but I live overseas, how can I set this up?

A. You can only set up a direct debit to pay for a membership if you have a UK bank account. However, you can make a one-off payment on our website (£36 minimum) if you select the box that says ‘Address is outside of the UK’ - or alternatively, we can set this up over the telephone if you would like to call our Supporter Care team on +44 (1483) 426333.

How can I check when my WWF Earthly Goods gift catalogue order will arrive?

If you have placed an order for goods from our WWF Earthly Goods gift catalogue, thank you for your support.

If you would like to check when you should receive your order please call our order line on 0870 750 7023, 9am - 6pm Monday to Friday.

Where is my nearest WWF office?

A. For all general enquiries please contact the Supporter Care Team at the WWF-UK head office:

Panda House
Weyside park
Godalming
Surrey GU7 1XR
t: 01483 426333
f: 01483 426409
e: supportercare@wwf.org.uk

Choose from the list below to find your nearest office:

London and South East
32-36 Loman Street,
Southwark,
SE1 0EH,
t: 0207 922 7729
e: southeastoffice@wwf.org.uk

Scotland
WWF Scotland
Little Dunkeld
Dunkeld
Perthshire PH8 0AD
t: 01350 728200
f: 01350 728201
e: scotland@wwf.org.uk

Northern Ireland
13 West Street
Carrickfergus
County Antrim BT38 7AR
t: 028 9335 5166
f: 028 9336 4448
e: northernireland@wwf.org.uk

Wales
WWF Cymru
Baltic House
Mount Stuart Square
Cardiff CF10 5FH
t: 029 2045 4970
f: 029 2045 1306
e: cymru@wwf.org.uk

How long will it take for my WWF Earthly Goods gift catalogue order to arrive?

If you order by telephone or online delivery should take 14 working days unless you request express delivery of 48 hours.

If you post your order, we will process it from the moment of receipt using the above delivery timings.

When can I order items from the WWF Earthly Goods gift catalogue?

The WWF Earthly Goods gift catalogue is published in the Autumn.

However, you can purchase items all year round from our online shop: www.wwf.org.uk/shop.

Where can I buy WWF products in the UK?

A. WWF-UK does not have any retail outlets. WWF's Earthly Goods gift catalogue, produced each autumn, contains a selection of environmentally friendly cards, wrapping paper and other gift ideas.

Please call 0870 750 7023 or email info@shop.wwf.org.uk to be put on our mailing list to receive a copy when available.

Alternatively you can visit our year round online shop at www.wwf.org.uk/shop . By shopping online, not only do you have the satisfaction of purchasing environmentally-friendly products, but you are also helping us to reduce our administrative costs and saving paper.

WWF also licenses a range of products from office and home stationery to organic products, some of which are stocked at retail outlets and leading supermarkets across the UK.

What if something happens to my adopted animal?

A. We will pass on any news about your adopted animal as soon as possible.

If your adopted animal dies, we will write to you to let you know.

We will continue to use your donation on conservation work for the species of animal you have adopted, its habitat and its human neighbours.

We will usually be able to offer an alternative named adopted animal to replace the one that has been lost, and we will try to arrange this as soon as possible.

Does WWF-UK have any wildlife sanctuaries?

A. No, WWF-UK does not fund or support any wildlife sanctuaries within the UK.

I'm going on a conservation expedition and I need to raise funds to be able to go. Does WWF offer funds for this sort of thing?

We are sorry, but WWF made a policy decision some time ago not to endorse or fund expeditions, no matter how well planned or genuine.

This policy has been developed to safeguard our position as a result of past experience - some of the expeditions we have been associated with have resulted in a high level of staff input and have, unfortunately, cost WWF in terms of money and reputation. We are also unable to support people taking risks, however small, on our behalf.

You may wish to contact the Expedition Advisory Centre at the following address, who may be able to help you further:

Expedition Advisory Centre
Royal Geographical Society
1 Kensington Gore,
London SW7 2AR
t: 020 7581 2057
e: eac@rgs.org
www.rgs.org/eac

How did my adopted animal get its name?

Rhino: Lankeu was named after a retired field ranger (his name is the African equivalent of Christopher).

Panda: The Qinling group of pandas are named after the Qinling mountains located in Shaanxi, a remote area of central China.

Tiger: Kamrita (pronounced kaa-am-rita) comes from the region of the wildlife reserve where she is most often spotted – the Amrite area.

Dolphin: The Ileach dolphins are most often seen around the Island of Islay, off Scotland, which is how they got their name - 'Ileach' means 'of Islay'.

Elephant: Kiruba means "grace" in the Tamil language.

Orang utan: Koyah is the name of a river which has its headwaters in the Ulu Segama Forest Reserve, Sabah, where WWF is monitoring wild orang-utans.

Polar Bears: Svalbard is the name of the archipelago (group of islands) in the Arctic belonging to Norway.

How many members and supporters does WWF-UK currently have?

WWF-UK currently has over 530,000 supporters (including members, adopters, campaigners and other financial and non-financial types of support).

Can I buy a WWF pin badge?

A. WWF's Vanishing Species range includes four different badge designs: dolphin, panda, parrot and tiger.

To purchase any of these badges, please send a cheque or postal order made payable to WWF-UK for £1 per badge to the following address, together with a note indicating what the cheque is for and which badge you would like.

Please note that these badges cannot be bought through the gift catalogue or online shop.

WWF-UK
Panda House
Weyside Park
Catteshall Lane
Godalming
Surrey
GU7 1XR

Does WWF offer grants for conservation projects?

WWF does not offer grants for conservation projects because our valuable funds are already committed and allocated to a range of UK and worldwide projects.

Additionally, as we are sure you can appreciate, we receive many requests for funding, and it is impossible to single out any one project for support.

How can I ensure you don't pass my details on to other organisations?

A. We can mark your record to ensure that your details are not passed on to other organisations. Please contact us if you would like us to do this.

• e-mail: supportercare@wwf.org.uk
   
• telephone: 01483 426333; or
   
• mail: Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

You may also like to contact the Mailing Preference Service, who are able to restrict the amount of unsolicited mail, faxes and telephone calls you receive. Their contact details are:

Mailing Preference Service (MPS)
70 Margaret Street
London
W1W 8SS
t: 020 7291 3310
f: 020 7323 4226
e: mps@dma.org.uk
www.mpsonline.org.uk

I'm doing research for a project and would like some information on your work.

A. All of our up to date information is available on our website.

The most up to date information on WWF's conservation work and policy issues can be found in the research centre section on our website at www.wwf.org.uk/researcher. Unfortunately our conservation officers are unable to allocate time to assist with the many requests we get for detailed information relating to dissertations / research projects.

Further information is also available on our international website at: www.panda.org.

WWF receives many enquiries from students wishing to use our logo.
For this reason, we have strict guidelines concerning the use of our logo.
Unfortunately you are not able to use it, however, it is fine to download any other materials you may need from our website.

When was WWF-UK founded and by whom?

A. WWF-UK was founded on 23 November 1961 by a group of distinguished scientists, conservationists and businessmen that included Sir Peter Scott and Sir Julian Huxley.

Does WWF offer junior membership?

A. Yes, we offer a children's membership aimed at 7 to 11 year olds. Sign up today and your mini adventurers will explore the world with our Go Wild Club. To find out more visit wwf.org.uk/gowild

I have set up a direct debit. What date will it be claimed?

Thank you for setting up a direct debit to support WWF's work. All of our direct debits are claimed between the 23rd and the last day of each month.

Under the Direct Debit Guarantee, we will always contact you at least ten working days in advance if we need to make any changes to the way we administer your direct debit.

How do I become a member of WWF-UK?

A. You can join WWF online or by telephoning our Supporter Care team on 01483 426333 or emailing supportercare@wwf.org.uk. It is also possible to set up a WWF membership as gift for someone both online and over the phone.

I would like to order WWF's Earthly Goods gift catalogue, how do I do this?

Please call 0870 750 7023 or e-mail info@shop.wwf.org.uk to be put on our mailing list to receive a catalogue when it becomes available in the Autumn.

Alternatively, visit our online shop at www.wwf.org.uk/shop available all year round.

I have seen some wildlife items for sale that I think are illegal. What should I do?

A. You may like to call our Eyes and Ears hotline on 01483 426111 to report the incident or fill in a report form online .

Is it possible for you to limit the number of appeal mailings you send me?

As well as helping to raise funds, appeals also allow us to keep our supporters up to date with some of our current conservation work. However, we do appreciate that not everyone wishes to receive appeals and we can stop any appeal mailings being sent to you or restrict them to one mailing per year.

Please contact our Supporter Care Team if you would like to arrange this. Please note that it will take three weeks for this change to come into effect and you may consequently continue to receive appeal mailings during this time.

The Supporter Care Team can be contacted by:

• e-mail: supportercare@wwf.org.uk
   
• telephone: 01483 426333; or
   
• mail: Supporter Care, WWF-UK, Panda House, Weyside Park, Godalming, Surrey GU7 1XR

Can I get involved with WWF if I am under 18?

If you would like to help WWF but are not yet 18 years old there are a number of ways you can get involved:

• If you would like to take part in or organise an event please visit our events and activities page ;
• to change your lifestyle in order to live in a more environmentally sustainable way visit our Change how you live section; or
• you can visit our Go Wild! section for children.

We want you to be involved with WWF whatever your age!

What can I do to help the environment?

Visit our change how you live section to discover what you can do in your everyday life to help the environment and make the world a healthier place for future generations.

How do I organise a talk about WWF for my organisation?

A. Unfortunately WWF does not have enough staff posted around the UK to be able to give talks about our work. However, WWF Scotland has trained volunteer presenters who give talks to community groups in Scotland. If you are a community group interested in receiving such a talk, please contact WWF Scotland scotland@wwf.org.uk

What does WWF offer for schools?

A. If you are a teacher, we have a special website for you: www.wwf.org.uk/oneplanetschools. If you are a school student, why not visit our Go wild! section, where you can find information and activities about WWF and how you can take action for a living planet.

Does WWF work on animal welfare issues?

WWF works to conserve endangered species, protect endangered spaces, and address global threats to the planet such as climate change. Much of our work is for the protection of endangered animals in the wild – including the tiger, the rhino and the great apes - but we do not have the experience or expertise to deal with issues relating to animals in captivity.

Whilst animal welfare is outside of our expertise and our legally-binding constitution, we are constantly striving to build a world in which humans live in harmony with nature.

For information about animal welfare issues, we suggest that you contact Zoo Check, part of the Born Free Foundation, which campaigns to end captive animal abuse.

What has WWF achieved?

A. Throughout the last 50 years, WWF has worked constantly to protect endangered species and habitats and we have achieved a great deal. Find out more .

Can I pay for an adoption with a one-off payment?

Yes, this option is available on our website or by calling any member of the Supporter Care Team on +44 (1483) 426333.

Where is WWF?

To find out where our offices are and how to contact them visit the about WWF section

What are the current WWF campaigns?

A. WWF campaigns are vital for getting our environmental messages across to the public, and for getting action under way where it matters.

View our current campaigns.

What is Gift Aid and how can I register?

Gift Aid makes your donation go further. Under this UK government scheme, WWF can claim back tax on every donation – even a one-off gift – made by a taxpaying supporter.

If you are a UK taxpayer and would like to register for Gift Aid, you can do so at www.wwf.org.uk/giftaid. Alternatively, you can telephone the Supporter Care Team on 01483 426333, or email supportercare@wwf.org.uk quoting your supporter reference number or full postal address.

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