Our commitment to our supporters

Our Supporter Charter

Toynbee Hall’s supporters are vital to making sure we can build a future without poverty. Your donations mean that we can help people, families and communities to improve their wellbeing and financial health, exercise their rights and have access to justice. In the last five years, we have more than doubled the number of people we’ve been able to help. Without people like you, this simply would not have been achievable. That’s why your trust is so important to us, and we promise to be fully accountable and open to you.

The below information outlines our promise to all those who chose to donate to Toynbee Hall, or have done in the past. We are registered with the Fundraising Regulator and abide by their code of practice to be legal, open, honest and respectful.

We are open

• We are accountable to those we work with, from those we support to those who support us
• We will be transparent, letting you know the impact of your support, and where your money goes
• We will respond to any questions you have about any aspect of our work promptly, politely, and honestly and we’ll act on your feedback, good or bad, to improve how we operate

We are respectful

• We will be quick to thank you for your donation, and process it quickly so it can be put to good use as soon as possible
• We’ll never share or swap your information with another organisation, and we will protect the privacy and security of your data
• We will never contact you in a way you don’t want to, and you are always able to change your mind about whether you want to hear from us

Your personal information

Our primary purposes for capturing information about you such as contact details are in order to thank you for your support, to keep you informed according to your interests, and to promote further fundraising activities. Your data will be stored on a secure database. We will never retain information that is excessive to those needs, and will never store data of a sensitive nature such as a supporter’s criminal record.

Hearing from us

We will give you an opportunity to opt in to receiving further information when you donate, and will check at least every two years that you are still happy to hear from us. If you chose not to opt in to receiving further communications when you donated, we will not contact you or retain your information.

We will never contact you unless we believe legitimately that you have an interest in hearing from us. If you did opt in to hearing from us, we will retain your contact details and contact you at appropriate times to keep you aware of our work and the impact of your donation. If you did not have an opportunity to opt in when you donated, we will only contact you if you have donated in the last two years or gave to a specific campaign that is still ongoing. However, we will give an option on every communication to tell us that you do not wish to hear from us.

If we don’t think that you wish to hear from us – either because we have asked and not heard back from you, or have not heard from you in over two years – we will not contact you further.

Deleting your information

We will delete your information if…

• you tell us or another member of Toynbee Hall staff that you no longer wish for us to retain your information.
• you have received communication seeking consent for further contact and have not responded.
• you have not donated or been in contact for the last two years.

All non-essential information including address and personal connections will be deleted permanently. However, in order to connect any future donations to your history with us, we will retain your name and email address to differentiate you, as well as notes about your connection to Toynbee Hall including gifts given and any notes on your direct contact with us such as meetings or phone calls. This is in order to ensure that we are aware of your past generosity and interest in Toynbee Hall if we are thanking you for future gifts.

Contacting the team

We have a team of four hardworking fundraisers enabling all the charitable work that we do. We always like to hear from people, so you can get in touch with our Fundraising Team at fundraising@toynbeehall.org.uk, or by calling us directly on 020 7392 2949 or writing to us at:

The Fundraising Team
Toynbee Hall
28 Commercial Street
London E1 6LS

Compalints and feedback

Complaints are taken very seriously. If you are not happy with our fundraising methods, we want to hear about it so we can resolve the problem as quickly as possible. In the first instance, we will try to deal with complaints informally, and we will work with you to resolve any comments, suggestions or complaints you have. You can contact us on the details given above. We will acknowledge receipt of your complaint as soon as possible. This will be dealt with by the Head of Development, who may contact you for further information. We aim to respond to your complaint within 15 working days.

If you feel that this is difficult or inappropriate, or if you do not feel the complaint was dealt with in a satisfactory manner, you can submit a formal complaint. This should be submitted in writing, either by writing to us directly or filling in a Complaint Form. You can then either:

• Put your letter/form in the Complaints and Suggestions box in our reception
• Post your letter/form to us at Customer Service, Toynbee Hall, 28 Commercial Street, London E1 6LS
• Email us at complaints@toynbeehall.org.uk

If none of these methods are suitable, please speak to our receptionist about information in other languages, large print, or other ways in which we can meet your needs. The written submission should provide information about the nature of the complaint, and also the positive outcome you would wish to be achieved by bringing the complaint. This does not create an obligation for Toynbee Hall to resolve the complaint this way.

The complaint will be dealt with by the Head of Fundraising, depending on the circumstances leading to the complaint. You will receive an initial response within five working days. You will be informed of the result of investigation within 21 working days. If you are dissatisfied with the results of the investigation undertaken during stage 1 you can contact us and ask for your complaint to be looked at by a member of the Senior Management Team. You can contact us at complaints@toynbeehall.org.uk or by writing to us as above. Please tell us why you are not happy with the response from the Head of Fundraising. You must do this within three weeks of receiving the response from us to stage 1.

The complaint will be investigated by a member of the Senior Management Team. They will write to you to inform you of the results of the investigation within 21 working days. If after four weeks the matter has not been addressed or you feel we have not satisfactorily resolved the complaint, you should refer your complaint to the Fundraising Regulator. Details on how to make a complaint can be found here. To ensure it can be considered by the Fundraising Regulator, please raise your concern within eight weeks of receiving the response from us to stage 2. If you contact them after this time period, they may not be able to assist.


If we make an error with your direct debit donation we will make a refund to you, on request, in line with the Direct Debit guarantee scheme. If a refund is made which is not due, you are required to repay the amount to Toynbee Hall.

If you believe we have made an error in processing a donation made by cheque or payment card, please contact a member of the fundraising team at fundraising@toynbeehall.org.uk or call 020 7392 2949.

If we have made a mistake we can make a refund to you, on request. We accept donations in good faith and the money is used to help Toynbee Hall tackle poverty. We cannot refund your gift unless an error has been made on our part. Thank you for understanding.

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