Our Promise to You

At the Brooke, we aim to maintain the highest standards in every area of our work, which includes our fundraising.  We promise to treat all our supporters with respect and integrity, and that’s why, should you ever have any concerns about the way we work, we promise to take them very seriously.

The Brooke strives to ensure all our fundraising activity is open, fair, effective and honest.  As such, we have voluntarily joined the Fundraising Standards Board (FRSB), a government approved regulatory body.  The FRSB ensure that organisations which raise money from the public act honestly and properly at all times.

As a member of the FRSB, we are committed to a strict set of codes:

• We are committed to high standards
We require our fundraisers and volunteers to comply with the law (including data protection and health & safety) and with the codes of the Institute of Fundraising

• We are honest and open
We tell the truth.  We don’t exaggerate.  We do what we say we’ll do.  We answer all reasonable questions about our fundraising activities and costs.

• We are clear
We strive to be clear and transparent in all that we do, and how your donation will be used.

• We are respectful
We respect your rights, dignities and privacy, and won’t put undue pressure on you to make a gift.  If you wish to stop giving, or don’t want to be contacted by us in the future, we’ll respect your decision.

• We are fair and reasonable
We take care not to use any pictures or words that cause unjustifiable distress or offence, and endeavour not to cause unreasonable nuisance or disruption.

• We are accountable

If you’re unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. Our complaints procedure can be found here. If we can’t resolve your complaint, we accept the authority of the FRSB to make a final adjudication. 

If you have any concerns about our fundraising, or are in any other way dissatisfied or upset by our service, please get in touch with our Supporter Care Team.

We treat all complaints and queries as an opportunity to improve.  We’re happy to acknowledge our mistakes, apologise for them, and try to prevent them happening again.