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Supporter Promise

Treating our supporters with respect

Affinity Trust will commit to fundraising in an honest and transparent way. We will promote best practice in this new area of fundraising and demonstrate compliance with the law to ensure we treat new supporters with respect. We will achieve this by ensuring that supporting us either with an ad hoc donation, a gift in your Will or an in-memoriam gift will be a positive and rewarding experience.

To show our commitment to fundraising from individual supporters, we will adhere to the following promises by complying with the Guidelines for Charitable Organisations on Fundraising from the Public.

We have high standards

Affinity Trust:

We are clear, honest and open

  • We tell the truth and do not exaggerate.

  • we do what we say we are going to do with donations we receive.

  • we are clear about who we are and what we do.

  • where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.

  • we are able to explain our fundraising costs and show how they are in the best interests of our cause, if challenged.

  • we ensure our complaints process is clear and easily accessible.

  • we provide clear and evidence-based reasons for our decisions on complaints.

We are respectful

  • We respect the rights and privacy of all our supporters and that their data is safe with us. We take our obligations very seriously and we will never sell, swap or pass their details to third party organisations for marketing purposes.

  • from time to time we may use other companies to provide services on our behalf, including delivering post, analysing data and processing donations. We will only provide those companies with the information they need, and we will make sure that any supporter data is treated with the same level of care as if we were handling it directly.

  • we do not put undue pressure on any supporter to make a gift. If someone does not want to give or wish to cease giving, we will respect their decision.

  • we have a procedure for dealing with people in vulnerable circumstances. Read our Vulnerable Supporter Policy for more information.

  • if an individual contacts us to tell us that they don’t want us to be contacted 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.

  • if an individual is registered with the Mail Preference Service and/or the Telephone Preference Service, we won’t contact them unless they have given us their address and/or telephone number and their permission for us to use it.

  • if an individual has given us their email address and permission to use it, they will receive emails from us, we will make sure they can stop them or change the sort of emails they receive.

We are accountable and responsible

  • We will do all we can to ensure that our fundraisers, volunteers and third-party agencies working with us comply with all fundraising regulations and this promise.

  • where we work with third party agencies, we will offer guidance and monitor their work.

  • When we work with external suppliers, we will make sure they operate to the same high standards that we set ourselves, exceeding the requirements set out by regulatory bodies.

  • We will always take action if any third-party agency or external supplier acting on behalf of Affinity Trust fails to meet our standards.

  • We will always provide easy ways for a supporter to contact us, and our Supporter Care Team will be on hand to help answer any queries they may have.

  • If a supporter is unhappy with anything we’ve done, they can contact us to make us aware of a concern or a complaint using our complaints policy. If we make a mistake, we will apologise and do everything to put things right. However, if we cannot resolve their complaint, we accept the authority of the Fundraising Regulator to make a final adjudication

  • We monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.

Further information

If a supporter has any questions, wishes to change their mind about how we contact them, wants to be contacted in a different way, or if they would like to opt out of communications, they can contact us by calling 01844 267 800 and pressing option 1 for Admin or by using our dedicated email address: 

Contact us

Contact us

Head Office

Head Office
1 St. Andrew's Court, Wellington Street, Thame, Oxfordshire OX9 3WT View Map
T: 01844 267800 F: 01844 267829 E:

Central England

Central - Divisional Office
109 Boston Road, Beaumont Leys, Leicester, LE4 1AW View Map
T: 0116 236 3793 F: 0345 643 7094 E:
For enquiries about Sheffield-based services
T: 07387 058 872 (9am-3.45pm Monday-Thursday only) E:

East England

East - Divisional Office
U18, South Fens Business Centre, Fenton Way, Chatteris, Cambridgeshire PE16 6TT View Map
T: 01354 696009 F: 08456 437521 E:
Enquiries for Norfolk and Suffolk should be directed to the Divisional Office.

North England

North - Divisional Office
Unit 12, Curtis House Business Centre, Leeds, LS9 9LF View Map
T: 0113 468 4460 E:
Bradford District Office
Unit 9 Parkview Court, St Paul's Road, Shipley, West Yorkshire, BD18 3DZ View Map
T: 01274 533553 E:
West Midlands Office
Flat 7, Parry’s Court, Woodside Place, Cannock, Staffordshire, WS11 4AA View Map
T: 01543 578764

Positive Behaviour Support for children, young people and their families

Positive Behaviour Support
1 St. Andrew's Court Wellington Street, Thame, Oxfordshire, OX9 3WT View Map
T: 07341 478228 E:


Scotland - Divisional Office
62 Viewfield Road, Ayr KA8 8HH View Map
T: 01292 436030 E:
Oban Office
First Floor, Glenshellach House, 7e Glengallan Road, Oban, PA34 4HG View Map
T: 01631 571311 F: 01631 566708 / 0872 111 4616 E:
Aberdeen Office
87a Urquhart Road, Aberdeen, AB24 5ND View Map
T: 01224 039264 E:
Isle of Bute Office
18 East Princes Street, Rothesay, Isle of Bute PA20 9DL View Map
T: 01700 500376 E:
Irvine office
Suites 2/1 and 2/2, Landek House, 44-46 Bank Street, Irvine KA12 0LP View Map
T: 01294 446600 E:

South England

South - Divisional Office
Suites 53-55, Aldershot Enterprise Centre, Mandora House, Aldershot, Hampshire, GU11 2PW View Map
T: 01252 311188 F: 01252 311170 E:
Oxford Office
Office 4, Hampden House, Monument Park, Chalgrove, Oxfordshire OX44 7RW View Map
T: 01865 893269 E:
Somerset Office
Mendip Court, Bath Road, Wells, Somerset BA5 3DG View Map
T: 01749 605594 E:

South East, Bedford and Northamptonshire

South East - Divisional Office
Suite 2+3, Henwood Pavilion, Henwood, Ashford, Kent, TN24 8DH View Map
T: 01233 665324 E:

Specialist Support

Specialist Support
Head Office, 1 St Andrew's Court, Wellington Street, Thame View Map
T: 01844 267800 F: 01844 267049 E: