Supporter Care Promise

Whether you’re new to akt or have been supporting us for many years, you’re at the heart of everything we do.

Our supporters transform the lives of LGBTQ+ young people facing homelessness. That’s why we believe that your experience with us should always be a positive and rewarding one.

Our commitment to you

  1. We will respect your privacy and generosity
  2. We will respect your contact preferences

We fully comply with all relevant laws, including General Data Protection Regulation (GDPR) and the Data Protection Act 1998.

We strive for best practice in fundraising and adhere to the Code of Fundraising Practice.

Ways you can contact us

If you have any comments, suggestions or compliments that you would like to bring to our attention, there are several simple ways to do so. We always love to hear from our supporters.

It’s our aim to exceed your expectations but despite our best intentions, we realise sometimes things may go wrong. If that happens we hope you’ll tell us about it straight away. We'll act quickly to put things right and use the opportunity to learn from any mistakes. We welcome all feedback and take any complaint very seriously.

By phone:

A member of our team will be available 10:00 – 17:00 Mondays to Fridays. You can contact us directly on 0207 8316562. Please ask to speak to a member of our fundraising team. 

By email:

Please send an email to [email protected]

By post:

Supporter Care, akt, 17-20 Parr Street, London, N1 7GW (please be aware that there may be delays receiving post during the current pandemic)

Please provide details of your comment along with your name and a contact telephone number – this will help us deal with the issue as swiftly as possible for you.

Our promise

We promise that your personal information will be processed fairly, legally and securely. Care will be taken to make sure that your information is kept accurate and up to date.

We promise to only to use your data for the purposes for which it was collected, and shall not use it in a manner that is incompatible with this purpose.

We will not pass on your details to Third Parties unless under contracted work for akt where it would continue to be subject to the above principles.

Above all, we promise:

  • To make it easy for you to contact us by your preferred method
  • To deal with your comments and complaints politely and with respect
  • To work with you to resolve and address any concerns you might have in an open and transparent way
  • To apologise when things go wrong and work as quickly as possible to put them right
  • To listen to your comments, suggestions and concerns, using your feedback to help improve our service
  • To never sell or share your information with 3rd parties unless they are working on our behalf
  • To not use jargon and explain things in plain English
  • To give you a choice about how often you hear from us

This is our promise to you and we’re always looking at ways to improve our service further.

Storing data

Our website allows for us to take one-off donations in addition to setting up Direct Debits. In order to do so we need to capture some personal information from our donors. The financial transactions are processed by Stripe, PayPal and GoCardless. No credit card information is stored on our server.

If you are a donor who opts into Gift Aid, we submit some of your personal information to HMRC so we can claim the contribution.

We store the required personal information on our CRM (ThankQ), excluding credit card details, for as long as needed to process the donation. This information will be retained for a minimum of six years unless you request it be removed sooner – this is a legal obligation due to tax purposes and under anti-money laundering legislation.

Vulnerable Persons Policy

We have a strict policy to never knowingly solicit any type of donation from vulnerable individuals. We make sure that any fundraising activity undertaken by akt or anyone working on our behalf adheres to these policies.

If any individual expresses any confusion or regret regarding a donation, then the donation will be not be processed or it will be refunded and the incident will be investigated as part of our continuous improvement in our supporter care.

Marketing

We will only send you emails if you have opted in to receive them. You can opt in by emailing us, ticking the relevant box when you make a donation, or by clicking on one of our Mailchimp landing page links and inputting your details there. Your email information is stored in both our CRM, ThankQ, and Mailchimp. You can find Mailchimp's Privacy Policy here https://mailchimp.com/legal/privacy/. You can opt out at any time by contacting us at [email protected] or unsubscribing on an email sent to you. We do not market by phone or post.

Your information

You have a right of access to your data. You can ask us for a copy of your data at any time. You also have the right to erasure - in some cases you can ask us to delete your information.

Complaints and Concerns

Please address any complaints to [email protected] and we will be able to assist you. You also have the right to raise concerns with the Information Commissioner’s Officer, which is the regulator for data protection matters. It can be contacted at www.ico.org.uk.