Our Fundraising Promise

This promise outlines the commitment made to donors and the public by fundraising organisations which register with the Fundraising Regulator. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful. The standards for fundraising are set out in the Code of Fundraising Practice.

We will commit to high standards

  • We will adhere to the Fundraising Code of Practice.
  • We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise.
  • We will comply with the law as it applies to charities and fundraising.
  • We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice.

We will be clear, honest and open

  • We will tell the truth and we will not exaggerate.
  • We will do what we say we are going to do with donations we receive.
  • We will be clear about who we are and what we do.
  • We will give a clear explanation of how you can make a gift and change a regular donation.
  • Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.
  • We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.
  • We will ensure our complaints process is clear and easily accessible.
  • We will provide clear and evidence based reasons for our decisions on complaints.

We will be respectful

  • We will respect your rights and privacy.
  • We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision.
  • We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.
  • Where the law requires, we will get your consent before we contact you to fundraise.
  • If you tell us that you don’t want us to contact you in a particular way we will not do so. We will work with the Telephone, Mail and Fundraising Preference Services to ensure that those who choose not to receive specific types of communication don’t have to.

We will be fair and reasonable

  • We will treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs.
  • We will take care not to use any images or words that intentionally cause distress or anxiety.
  • We will take care not to cause nuisance or disruption to the public.

We will be accountable and responsible

  • We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.
  • If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.
  • We will have a complaints procedure, a copy of which will be available on our website or available on request.
  • Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
  • We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.


The British Orthopaedic Association Fundraising Complaints Procedure

The British Orthopaedic Association (BOA) demonstrates its commitment to promoting the highest standards in fundraising, by fundraising in accordance with the Institute of Fundraising Codes of Fundraising Practice and the Fundraising Promise.

The BOA's fundraising complaints procedure

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do
  • To listen when you are unhappy with any aspect of work. We appreciate the opportunity this feedback gives us to learn and improve.

What is a fundraising complaint?

An expression of dissatisfaction, whether justified or not, about any aspect of the BOA’s fundraising activities including administrative practices or procedures.

A complaint can be received by email or in writing. If you wish to make a complaint about the fundraising activities of The British Orthopaedic Association please write to our Director of Communications and Operations

Either by email: [email protected]

Or by post: 
Director of Communications and Operations

The British Orthopaedic Association
38-43 Lincoln's Inn Fields

We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response. If we have been unable to resolve the complaint quickly and informally, the complaint will be acknowledged in writing. We will ensure the complainant knows what is happening and why during investigation of the issues raised.

Wherever possible the BOA will respect your confidentiality and keep your complaint confidential as far as possible. All complaint information will be handled sensitively, telling only those who need to know and managing information in line with the Data Protection Act.

If you are dissatisfied with the outcome of your fundraising complaint, you are entitled to refer your complaint to the BOA’s Chief Operating Officer at the address above.

If, having reported your complaint to the Chief Operating Officer, you remain dissatisfied with the response to your fundraising complaint, you can raise your concern about the fundraising activities of the BOA to the Fundraising Regulator within two months of receiving a response from the BOA. 

The BOA will cooperate fully in the event that a complaint is referred to the Fundraising Regulator and we will comply with recommended remedies from the Fundraising Regulator.

Records relating to a fundraising complaint will be retained for at least 24 months from the date on which the complaint was made, except where data protection law requires that the information be put beyond use earlier than this (for example, where the complainant within this time frame requests that their information be destroyed).

Learn more about the Fundraising Regulator on their website.

You can find out more about the Codes of Fundraising Practice from the Institute of Fundraising website.