Our supporters are central to everything we do. Each year, with your support, we help more than 1,000 people who have been tortured - people who arrive in the UK alone and with only their horrific experience. None of our work would be possible without you. We deeply appreciate your support and trust and strive to offer the best possible communications with you. This is our Supporter Promise.
We value your support
- Whether it be financial support, campaign actions, volunteering, making a gift in your Will, and/or fundraising, we value your support and will respond and thank you in line with your wishes.
- We will use your support responsibly to make sure that people who have been tortured receive the support they need.
- Your donations will be used where they are needed most unless agreed otherwise.
We respond to your queries
- Any time that you contact us via phone, email, post or social media we will respond to your queries promptly and professionally – with the aim of doing so within five working days of receipt.
- We welcome feedback about our communications and regularly use this to improve and enhance our fundraising campaigns.
- We will acknowledge all complaints within five working days of the complaint being received and will aim to investigate and resolve them within that timeframe.
- If an investigation is likely to take longer than the five working days, we will notify you of a proposed timescale, aiming to resolve the complaint within a maximum of 25 working days.
We communicate honestly and openly
- All stories that we use are genuine accounts of people who have been tortured – we will change names and photos to protect torture survivors and their loved ones.
- We do what we say we are going to do with the donations that we receive.
- Our complaints process is clear and easily accessible.
We respect your privacy
- You can change your details or the way we contact you at any time.
- We will continue to contact you by post as long as you are an active Freedom from Torture supporter.
- If you tell us you would rather not be contacted we will honour that.
Fundraising is really important to us and we are proud of what it enables us to achieve. We’re committed to the highest standards in fundraising practice. We’re a member of the Institute of Fundraising and the Fundraising Regulator and adhere to their Codes of Fundraising Practice, including when it comes to fundraising ethics and interacting with vulnerable adults.
We comply with the law as it applies to charities and fundraising. We might turn down a donation if we feel that accepting it would damage our independence and reputation; if we do, we will explain why.
We will do all we can to answer any question you have about how your donation is spent. In 2019, for every £1 you donated £0.71 went to our services helping people who have been tortured, the rest was used to run the organisation professionally and raise funds to help even more survivors. Here are our financial accounts.
Sometimes we work with carefully selected external suppliers to help us deliver our communications and fundraising activities, because our team simply isn’t big enough.
We work with them to make sure they understand the issues we work with, adhere to our policies and comply with regulations. We may need to share your data with them for processing but never for their marketing purposes, and will ensure their use of your data meets all regulations required under data protection legislation.
We will only work with professional organisations that meet our high standards, and will train and monitor them in order to meet those standards. We will act quickly if they do not meet those high standards.
Get in touch
If you have any questions please get in touch with us:
By phone: 020 7697 7788
Some of our most frequently asked questions are answered here.