Marwell Wildlife's Fundraising Promise
At Marwell Wildlife, we are committed to fundraising in an honest, open, and ethical way.
As a conservation charity (No.275433), every donation we receive helps us protect wildlife and inspires people to care for the natural world.
We are registered with the Fundraising Regulator and we use the Code of Fundraising Practice to shape how we conduct fundraising and how we communicate with our donors.
We deeply value the trust our supporters place in us, and we promise to uphold the highest standards of integrity in all our fundraising activities.
Marwell Wildlife is committed to fundraising in a legal, open, honest and respectful way. We only work with third party fundraising organisations that share our values and regularly undertake due diligence to ensure this.
As a charity registered with the Fundraising Regulator, we are committed to delivering high standards and best practice. We promise:
We are honest and transparent
- We will always be clear about how your donations are used and the impact they have on our conservation work.
- We will ensure our fundraising materials are accurate, truthful, and not misleading.
- If we work with third parties to support our fundraising, we will ensure they meet the same high standards we uphold.
We are respectful and fair
- We will never pressure you to donate, nor will we make unreasonable or intrusive fundraising approaches.
- If you tell us you do not want to be contacted for fundraising, we will honour your wishes.
- We are committed to treating all our supporters with respect, including taking extra care when engaging with those who may be in vulnerable circumstances.
- We will protect your privacy and personal information in line with data protection laws and our Privacy Policy.
We are accountable
- We are registered with the Fundraising Regulator and follow the Code of Fundraising Practice, ensuring our fundraising is legal, open, honest, and respectful.
- We are committed to using your donations efficiently and effectively to achieve our charitable objectives.
- If you have a question about our fundraising, or if you are unhappy with anything we have done, we will listen and respond promptly.
Your generosity enables us to continue our vital conservation work, both at Marwell Zoo and in the wild. Whether you donate, fundraise, or support us in other ways, you are helping to protect endangered species and create a better future for nature.
If you have any questions about our fundraising practices or how your donation is used, please contact our team at fundraising@marwell.org.uk
Thank you for supporting Marwell Wildlife.
Making a complaint about our fundraising
We always aim for the highest fundraising standards and to provide you with the best service possible. Unfortunately, sometimes things go wrong and when they do, we want to know. Telling us about your experience gives us the chance to put things right and make improvements.
If you would like to make a complaint to Marwell Wildlife’s Fundraising Team, you can contact us in one of the following ways;
Email – you can email us at fundraising@marwell.org.uk
Phone – you can call us on 01962 777407. Lines are open Monday to Friday 8am – 4pm. Outside of these hours you can always leave a message, including your name, contact telephone number and the best time of day for someone to call you back. A member of our team will call you back the next working day.
Post – you can write to us at:
Fundraising Team
Marwell Zoo
Colden Common
Winchester
SO21 1JH
When contacting us, please include your name, address and contact telephone number, as well as a description of your complaint and how it has affected you. Our team will aim to respond within 3 working days. We promise to always deal with your complaint as quickly as possible and will be transparent with you if we think it may take longer.
What we’ll do
- We’ll take a record your complaint and do everything we can to resolve it quickly.
- We’ll ensure that you have the name of the person handling your complaint and their contact details.
- If our investigation into your complaint is likely to take longer than two weeks, we’ll keep you updated of our progress throughout.
- If your complaint isn’t about our fundraising, we’ll make sure it goes to the correct department. If your complaint is about a third-party organisation that we have been working with, we will still investigate this, and provide you with details of how to get in contact with that organisation directly too.
- Once we’ve completed our investigation, we’ll send you a response either by email or letter. This will outline the details of the investigation, how we reached our decision and what we propose to do to put things right. If you are unhappy with our response to your complaint, please let us know. Your complaint will then be referred to a more senior member of staff, who will review the initial response and get back to you within 5 working days.
We value all feedback and use complaints as an opportunity to improve our fundraising practices.
Please be aware that:
- We cannot respond to anonymous complaints. We will still take the necessary steps and investigate them.
- Rarely, we may choose not to respond to a complaint. Our reasons for this include if someone unreasonably pursues a complaint that we have already responded to, when a complainant is abusive, prejudiced or offensive in manner and when a complaint is incoherent or illegible.
Fundraising Regulator
We always try to resolve concerns but if you feel that more can be done then the Fundraising Regulator can investigate your complaint. If your complaint is about fundraising and you are not satisfied with our response, you can take it to the Fundraising Regulator within 2 months of our final response. Visit the Fundraising Regulator website to find out more or to use their online complaints form.
The Fundraising Regulator sets the Code of Fundraising Practice for the UK. They set and maintain the standards for charitable fundraising, aim to ensure that fundraising is respectful, open, honest and accountable to the public and regulate fundraising in England, Wales and Northern Ireland.
