Supporter policies

Our policies

Long-tailed Tit (Aegithalos caudatus), Hertfordshire, UK. March 2009. - Neil Aldridge

Supporter Promise

Our commitment to you: London Wildlife Trust’s Supporter Promise

When you give to London Wildlife Trust, we promise that:

 1.      We will use your donation to create a London alive with nature, where everyone can experience and enjoy wildlife.

We take great care of all the financial gifts we receive from our supporters. We promise to use your donation wisely, and to show clearly how we use our resources in our annual report, annual review and other publications.

2.      We will thank you.

We promise to thank you properly for your kind support of London Wildlife Trust’s work. We aim to bring you closer to the projects that you are supporting, and we will do this by sharing stories and achievements, and updating you on how we are using your gift.

3.      We will tell you about other ways you can help London’s wildlife, if you want us to.

We are committed to protecting London’s wildlife by working together with you. When you give us permission to do so, we will ask you for further donations towards this work. When we ask for help, we will clearly explain why it is needed. We won’t put pressure on you to make a donation.

4.      We will get in touch with you only in the ways you ask us to.

We will only contact you by email, phone or text message if you have explicitly told us we can. We will only contact you with relevant messages and we will always make it easy for you to let us know how you would rather we stay in touch – or if you would like us not to contact you at all. We will not get in touch with you if you ask us not to.

 5.      We will value your feedback, and act on it where possible.

We want to make your experience of giving to London Wildlife Trust a great one – so please get in touch with us and tell us how we can improve it. We will act on your feedback wherever possible.

 6.      We will look after your personal information.

We will never share your personal details with other organisations for marketing purposes, or sell it to other charities. We aim to uphold the highest standards in data protection and we store your personal details securely. Our full privacy policy can be found here.

 7.      We will comply with the law and best practice in all our fundraising.

We fundraise in line with the UK Code of Fundraising Practice, the General Data Protection Regulations and the Charities Act.


Our refund policy

If you do not believe we have used your donation in the way you wanted or expected it to be used, we will be happy to refund your donation to you if you get in touch with us.

Fundraising law

London Wildlife Trust is registered with the Fundraising Regulator, who set and maintain the standards for charitable fundraising in the UK.


Please see our Complaints Procedure below, covering all of the Trust’s activities, including fundraising, here. Even if you simply wish to raise an issue rather than make a complaint, e.g. you felt that our fundraising materials were unclear; we would still like to hear from you so we can improve the standard of our fundraising.


Complaints Procedure

If you wish to make a complaint please contact us either by:

· Calling 020 7261 0447

· Writing to London Wildlife Trust, Dean Bradley House, 52 Horseferry Road, London, SW1P 2AF

· Emailing

· You can also arrange to have a face to face meeting by contacting us on any of the above


We treat all complaints seriously and we will respond as quickly as possible.

When you call us every effort will be made to resolve the complaint over the phone unless further information is required to do so.

If you prefer to make the complaint in writing or it cannot be resolved over the phone, we will reply to you, in writing, within 15 days. This letter will confirm that your complaint has been logged and it will either give you details of how we have resolved it, or let you know that it will be looked into and resolved.

If the complaint has not yet been resolved at the time of sending this letter, we will look into it and notify you of the outcome, in writing, within another 30 days.

If you are unhappy with the outcome of your complaint, we will pass on all the information you need to refer the complaint to the relevant regulatory body.

We record each complaint or issue raised to ensure that we are taking action when we should and that our fundraising and other work is carried out in a manner that satisfies our members, volunteers and the public.

Corporate Partnerships Policy and Policy for Declining Donations

1. Corporate Partnerships Policy 
1.1 Introduction 
London Wildlife Trust (the Trust) is dedicated to protecting the capital's wildlife and wild spaces, and engaging London's diverse communities through free access to our nature reserves, campaigning, volunteering and education. Our vision is a London alive with nature, where everyone can experience and enjoy wildlife.  
Our mission is to stand up for London’s wildlife, by: • Protecting, restoring and creating wild places for nature • Engaging, inspiring and enabling people to connect with nature • Championing, challenging and influencing people to stand up for nature 
We aim to have positive relationships with supporters through donations, volunteering and gifts in kind. We welcome relationships with businesses whose activities and interests are compatible with our vision, mission and values. To help guarantee a sustainable business model, London Wildlife Trust aims to maintain a broad base of different sources of funding.  
1.2 Context 
This policy addresses ‘corporate partnerships’ as defined using the following Fundraising Regulator (2016) definition: A partnership between a charitable institution and a commercial company where the commercial company provides money, skills or other resources to the charitable institution. If part of the support provided involves the commercial partner directly asking for donations, they will fall within the definition of a ‘thirdparty fundraiser’, and in some cases, a ‘commercial participator’. Corporate partnerships include, but are not restricted to, sponsorship agreements, affinity marketing, donations and grants; they exclude employee match funding (as in the scenario the corporate has no formal agreement or linkage with the charity). 
This policy covers corporate partnerships entered into by London Wildlife Trust and any subsidiary company of the Trust. It covers both solicited and unsolicited partnerships. 
We actively seek opportunities to work together with a range of external organisations and individuals to achieve shared objectives that align with those of the Trust, and believe that working together with companies is one of the ways in which we can better achieve our aims.  
It is also vital that we maintain our independence and do not allow any corporate partnership to bring the name of London Wildlife Trust into disrepute. We therefore apply the following key principles to our corporate partnerships. 
1.3 Key principles of corporate partnerships entered into by the Trust 
• The Trust seeks to engage with as wide an audience as possible in pursuit of its vision. Policymakers, business leaders, communities and individuals all have a role to play in working with the Trust to tackle the serious threats facing London’s natural environment today
• All corporate partnership engagement must have clearly defined purpose which aligns with the Trust’s vision, aims and values 
• All corporate partnership engagement must help the Trust to deliver its objectives, as defined in our Memorandum and Articles of Association and illustrated in our Strategic Plan
• All public communications relating to the partnership will be subject to joint approval. Use of the Trust’s name and logo will require prior written permission from the Trust
• The Trust will accept contributions of resources and/or undertake joint advocacy work with selected corporate partners, where this helps advance progressive nature conservation policy and practice with key decision makers and opinion formers
• Only the Trust will have direct access to our database, members and beneficiaries
• The Trust will retain its right to terminate engagement with a corporate partner for reasons relating to actual or potential reputational harm, legal compliance, breach of an agreement, and misuse of intellectual property including the Trust’s name
• In addition to accepting transfers of money, skills or other resources from the commercial entity to the Trust from selected corporate partners, the Trust will actively engage in dialogue with private sector organisations to bring about corporate behaviour change in respect of best environmental practice. The range of parties with whom the Trust chooses to engage in this context may include companies that are trying to address significant negative environmental impacts within their business
• The Trust retains the right to comment on any aspect of business practices of the corporate partner or its industry more widely which, in the opinion of the Trust, may impact on progress towards our vision of healthy, resilient ecosystems. 
1.3 Due diligence 
All new corporate partners will be referred to this policy via the LWT website.  
2. Policy for Declining Donations 
2.1 Introduction 
London Wildlife Trust is regulated by the Charity Commission and our fundraising activity is regulated by the Fundraising Regulator’s Code of Fundraising Practice for the United Kingdom.  
The Fundraising Regulator’s Code of Fundraising Practice for the United Kingdom states:
“2.3.1 You must not refuse or return donations, except in exceptional circumstances.”  
“2.3.2 If you decide to refuse a donation, you must keep a record of your decision and the reasons for it.”  
“2.3.3 You must carry out due diligence, appropriate for the size and nature of the donation, on both the financial and reputational dealings of possible partners before accepting their donations.”
“7.1.1 Before entering into an agreement with a professional fundraiser or a commercial partner you must carry out appropriate checks on them (including on their financial standing and reputation) to make sure you can be confident that they are able to do what you expect them to do and that your relationship with them will not damage your reputation.”  
“7.1.2 You and the third-party fundraisers and commercial partners must give each other full details of any possible, perceived or actual conflicts of interest that you and they are aware of or become aware of, either
• at the due diligence stage; or
• while you are working together” 

The Charity Commission Guidance ‘The Essential Trustee’ states:
“Acting in the charity’s best interests means always doing what the trustees decide will best enable the charity to carry out its purposes, both now and for the future. It’s not about serving
• the interests of trustees or staff
• the personal interests of members or beneficiaries
• the personal interests of supporters, funders or donors
• the charity as an institution in itself, or preserving it for its own sake.” 
The Institute of Fundraising’s ‘Acceptance, refusal and return: A practical guide to dealing with donations’ (May 2018) states:
“Donations to charities should only be rejected in exceptional circumstances, when:
• it would be unlawful to accept it (e.g. the organisation knows that the gift comprises the proceeds of crime); or
• Accepting the donation would be detrimental to the achievement of the purposes of the organisation, as set out in its constitution. This anticipated detriment must be set against the benefit of having the funds from the donor, which would enable the organisation to pursue its purposes.” 
This policy outlines the principles and procedure underpinning the Trust’s acceptance and refusal of donations. We recognise that in most cases there will be no reason to refuse a donation. However, for reputational or practical reasons it may be necessary for us to consider whether it is right for us to accept and indeed to decline a donation. This policy aims to ensure clarity and transparency to all of our stakeholders. 
2.2 Key principles of this policy 
The Trust is committed to ensuring we maintain high standards in our fundraising, meet the requirements of fundraising regulations and protect London Wildlife Trust’s name and reputation from being connected with activities seen to be to the detriment of our delivering our charitable objectives.  
The Board reserve the right to refuse donations or terminate partnerships not in the best interests of the charity in the following circumstances:   
1. Potential for significant, adverse impact on the reputation of London Wildlife Trust;  
2. The donation would require us to carry out activities that are not compliant with the Memorandum and Articles of Association or otherwise act unlawfully;
3. The donation has restrictions which we are not willing or able to fulfil;
4. The donation undermines the governance and/or operational arrangements of London Wildlife Trust. 
This policy integrates with our wider fundraising strategy, the measures we take to monitor our compliance with regulations and is supported by a procedure followed by the Trust’s Development team, Senior Management Team and Chief Executive. 
2.3 Implementation 
The Director of Development has responsibility for ensuring the Development team is trained in the circumstances in which a donation may be declined. The Director of Development will also ensure an up-todate record is kept about decisions to decline a donation, and that all papers on the subject provided to the Board of Trustees are accurate, clear and safely filed. 
The development team will use a Risk Assessment Grid to assess whether principle 1. Potential for significant, adverse impact on the reputation of London Wildlife Trust applies and therefore whether to refer a decision to potentially decline a donation to the Board of Trustees.  
This policy will be reviewed every three years by the Development team. It will be approved by the Board of Trustees. This will be the case even if there are no proposed changes. In the event of relevant changes to regulation the policy will be reviewed by the Development team and approved by the Board to ensure that it is compliant. 
3. Decision making: Entering and declining corporate partnerships 
The ultimate responsibility in respect of acceptance or refusal of all donations rests with the Board of Trustees of London Wildlife Trust. This responsibility is delegated as laid out in the Delegation Schedule, which may be reviewed more regularly. 

4. Transparency  
This policy will be shared internally and communicated to relevant stakeholders. It will also be made available externally on London Wildlife Trust’s website. 

5. Legislation and regulation 
London Wildlife Trust complies with all relevant legislation and regulation including:
• The Charities Act 1992
• The Charities Act 2011
• Data Protection Act 1998
• The Bribery Act 2010
• Finance Act 2011
• Proceeds of Crime Act 2002
• Terrorism Act 2000
• Fundraising Regulator’s Code of Fundraising Practice for the United Kingdom 
The Trust will not knowingly enter into a partnership or accept a donation that is unlawful. 

6. References 
Charity Commission Guidance, ‘The Essential Trustee: What you need to know, what you need to do CC3’ (  
Fundraising Regulator, Code of Fundraising Practice, Part 1.2.3 Accepting, refusing and returning donations (
Fundraising Regulator, Code of Fundraising Practice, Part 2.7 Professional fundraisers, commercial participators and partners (
Institute of Fundraising, ‘Acceptance, refusal and return: A practical guide to dealing with donations’ (

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