Our Supporter Promise

SCAA: Supporting Each Other Through Our Values 

Everything we do is made possible by our supporters. You help us to save lives, and we’re proud to call you an essential part of the SCAA team. 

At SCAA, our work is guided by our values: excellence, compassion, commitment and trust. These values shape how we work with you, and how we ask you to work with us. 

That’s why we ask you to follow our values when you’re donating, fundraising or giving your time, and when you’re interacting with other SCAA supporters or staff. You can expect us to do the same for you.

Excellence 

We show excellence by representing SCAA to the best of our ability, so we can deliver an exceptional service.  

SCAA will: 

• Follow the highest standards of ethical fundraising practice, including the Fundraising Code of Practice.  

• Keep your data safe and secure, in accordance with our privacy policy. 

We ask you to: 

• If you are fundraising for or on behalf of SCAA, read the UK Fundraising Regulator’s Fundraising Code of Practice and follow all guidance on safeguarding. Ensure that suitable safeguarding arrangements are in place, especially where activities may involve children or adults at risk.  

Compassion 

We show compassion by treating people with respect and empathy, to show that we care. 

SCAA will: 

• Always treat you with respect and care. 

• Never place undue pressure on you to give. 

• Only use your information in ways that you have agreed to. 

We ask you to: 

• Treat all SCAA’s people with dignity and courtesy. 

Commitment 

We show commitment by working together with shared purpose, supporting each other to make a positive difference. 

SCAA will: 

• Welcome your feedback, and make it easy for you to share your thoughts with us through our feedback page.  

• Respond to complaints promptly, and be transparent about actions we have taken to improve things.  

• Give you clear choices about how and when we contact you. 

We ask you to: 

• Share your compliments, feedback or complaints in a polite and timely way, so we can address any issues together.  

Trust 

We build trust by being reliable, accountable, and acting with integrity- we always try to do the right thing. 

SCAA will: 

• Explain how funds are raised and why, how your donations are spent, and the difference your donations make. 

• Update you regularly on the impact of your support.  

• Tell you if we are working with a third party to fundraise on our behalf. 

We ask you to: 

• Respect that we cannot provide personal benefits, or compromise the charity’s mission, vision or values, in exchange for your support.  

• Not attempt to influence the operations or leadership of the charity by adding undue conditions to your support, or by threatening to withdraw support. 

If SCAA are concerned about a supporter’s conduct, we may refer them to these values. If we feel a supporter’s behaviour has not changed after multiple referrals, we reserve the right to end our relationship with that supporter. In extreme circumstances, this may include declining future offers of support. 

If you feel you have not been treated in accordance with SCAA’s values, or if you have any questions, please get in touch with our team at supportercare@scaa.org.uk or by calling 0300 123 1111.