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The Board of Trustees is responsible for the overall control and strategic direction of Walking With The Wounded to ensure that we continue to reach our charitable objectives. They meet regularly during the year to consider, determine and review Walking With The Wounded’s strategies and policies, and to receive reports from senior management. All Trustees work for Walking With The Wounded in an unpaid, voluntary capacity.
Chairman of Board of
Dick served with the Royal Regiment of Fusiliers during the 1970’s before leaving the Army to pursue a career in the financial sector. Today he is the Managing Director of Artemis Investment Management, who were the lead sponsor of the 2011 North Pole Expedition as well as many other events over years including the Balmoral Challenge and Cycle Horsmonden.
Professor Neil Greenberg BM, BSc, MMedSc, FHEA, MFMLM, DOccMed, MEWI, MInstLM, MFFLM, MD, FRCPsych
Professor of Defence Mental Health
Professor Greenberg is a consultant academic psychiatrist at
King’s College London. Neil served in the United Kingdom Armed Forces for more
than 23 years and has deployed to a number of hostile environments including Afghanistan
and Iraq. He took up the Chair of the Royal College of Psychiatrists’ (RCP)
Special Interest Group in Occupational Psychiatry in October 2018.
James set up bespoke tailoring business Dress2Kill 15 years ago and among others, supplies suits to John Snow (newsreader / journalist), Chris Robshaw (England and Harlequins) and Sky Sports presenters. He has also developed a number of ideas in partnership with the CEO of House of Fraser including The Great Retail Revival Foundation. James founded Walking With The Wounded’s Christmas fundraising campaign, Walking Home For Christmas, in 2013. This successful campaign has become one of our biggest annual events and has raised life-changing funds for wounded ex-servicemen and women.
Flora is a Partner in the structured and asset finance team at Freshfield Bruckhaus Deringer LLP in London. She also took part in the gruelling Marathon des Sables in aid of Walking With The Wounded in 2018 in order to raise vital funds for our wounded ex-servicemen and women.
Emma served in the Army as a lawyer between 1992 and 2009 including service in Northern Ireland and the Balkans. She is now a Circuit Judge (appointed 2016). She began her judicial career as a part time legal chairman of the tribunal dealing with War Pensions and Armed Forces Compensation Scheme appeals. In 2010 she was appointed as an Assistant Judge Advocate General and then in 2012 as a Recorder of the Crown Court.
William Medlicott is a qualified ACA. He was formerly the finance director ITV plc’s Broadcasting and Online business. He is a Director of the ITV Pension Scheme and several other charities.
Guy served with the Light Dragoons and was wounded in Afghanistan in 2009 after being hit by a rocket propelled grenade, resulting in having his right leg amputated below the knee. Guy was one of the team who skied to the North Pole in 2011, the charity’s first endeavour to show the remarkable determination and courage of our servicemen and women. Thereafter Guy started working for the charity to assist in the operational side of the South Pole Allied Challenge in 2013. Guy now works for The Royal Foundation.
Damian is a Partner at Haggie Partners, a leading financial PR and corporate communications consultancy in the City of London. Having begun his career in the City in 1990, he was then a financial journalist in Asia from 1994 to 1998. Since then he has been advising companies and individuals on public relations and media engagement.
We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.
(1) About this Policy
Walking With The Wounded (WWTW) takes the privacy of our beneficiaries, supporters and volunteers very seriously. This policy and statement states how we collect data, how the data is stored how it is used and how those who give us their details can request that their data is used by Walking With The Wounded
(2) How do we collect information?
We collect personal information from anyone who visits our website, enquires about our activities using our online forms, sends or receives an email, makes a donation to the Charity, asks a question or provides us with personal information.
(3) What information do we collect?
The personal information we collect could include name, postal address, email address, date of birth, telephone number and payment card details. We may also collect sensitive, information from beneficiaries who are engaged with one of our programmes (see ‘Walking With The Wounded Programmes’ below).
We also gather general information about the use of our website such as which pages are visited the most, and which services, events or facilities are of most interest. We may use this information to make improvements to our website and ensure it delivers the best service for our users.
Wherever possible, information is anonymised to prevent the identification of individual visitors to our website. Please see below for information regarding cookie usage.
(4) How is the information used?
We will use your personal information for administrative purposes and to:
· Deal with your enquiries, requests and comments
· Provide information about our programmes and services
· Advise on our Fundraising activities
· Contact you to promote our services and activities
· Personalise our services
· Administer orders placed in the Charity shop
· Profile usage so we can offer our supporters products that are relevant to them
If you complete one of our online forms we may use this information to contact you even if you do not submit the form. We will only do this to see if we can help with any problems you may be experiencing with the online process.
We may need to share your information with our partners and associated stakeholders for the purposes described above.
(5) Walking With The Wounded Programmes
If you receive support from a Walking With The Wounded Programme you may be required to provide information that is personal to you.
This information will only be used for the purposes of dealing with your enquiry, quality monitoring and evaluating the services we provide.
Walking With The Wounded will not pass on your details to anyone else without your consent except in exceptional circumstances, including compliance with the law. This could include, but is not restricted to, anyone contacting the charity to report abuse; serious self-harm; anyone expressing an intention to harm someone else or any matter regarding national security.
(6) Your consent
Walking With The Wounded will not use your personal information for marketing purposes if you have indicated that you do not wish to be contacted. You can change your preferences by contacting us (contact details at the end of this policy).
(7) Walking With The Wounded Privacy Statement
Walking With The Wounded is fully committed to compliance with the Data Protection Act 1998 and has a legal duty to protect any information we collect from you. In summary, Walking With The Wounded will:
· Only use your personal information for the purpose for which we collect it
· Only collect the information that is actually needed
· Only share your personal information with those who need to see it to do their jobs
· Only pass your personal information on to any other organisation with your consent unless we are required to do so by law (see above)
· Only retain your personal information for as long as it is required for the purpose it was collected
· Where necessary, keep your information up to date
· Protect your information from unauthorised or accidental disclosure
· Provide you with a copy of your personal information on request (please see the section below on access rights and requests)
· Correct any inaccurate information as soon as possible
(8) Access Rights and Requests
All individuals have the right to see what personal information is held about them. Subject access requests must be submitted in writing. Please contact us to request a copy of the Access Rights and Request form (contact details at the end of this policy). Walking With The Wounded reserves the right to make a small charge to cover administrative costs of requests received.
(9) Right to prevent the processing of your personal information
You can object to Walking With The Wounded processing your personal information if it is likely to cause, or is causing you, damage or distress. Such a request must be made in writing and you must give details of why the processing of your information is having this effect (contact details can be found at the end of this policy).
(10) How is your personal information protected?
We use a secure server when you make a donation or payment via our website and take appropriate measures to ensure that the personal information disclosed to us is kept secure, accurate and up to date. We will ensure that your personal information is kept only for as long as is necessary for the purposes which it was collected and is securely destroyed in accordance with our Records Management policy.
(11) Do we share personal information with external parties?
We do not share or sell donor details with other third sector charities or third parties.
Walking With The Wounded will only disclose information when required to do so: by law; where there is a Safeguarding risk; if the disclosure is necessary for the purposes of national security; criminal investigation; HMRC; or we have received your consent.
We will not sell any information about your web browsing activity.
(12) Cookie Usage
A cookie is a small piece of information sent by a web server (e.g. website) to a web browser (an individual), which enables the server to collect information from the browser.
Cookies can help web browsers (individuals) have a better experience as they allow web servers (websites) to understand which areas are of particular interest (e.g. by using Google analytics)
Our cookies are not used to identify you personally. Cookies collect anonymous information on the pages visited. We do not use advertising cookies. Most browsers allow you to turn off cookies, however by turning cookies off you may restrict your use of our website.
When you first visit our website you are given the opportunity to opt-out of cookies but please be aware that this may restrict the use of our website.
(13) Trademarks and copyright
The Walking With The Wounded website contains material which is protected by copyright and/or other intellectual property rights. All copyright and intellectual property rights including names, images and logos are owned by Walking With The Wounded unless otherwise stated. All rights are reserved.
You are responsible for complying with all applicable copyright laws. Walking With The Wounded permits you to make copies of information on the Walking With The Wounded website as necessary and you may take a print of such information for your personal as is reasonable for private purposes. All other uses are prohibited. Nothing in these terms shall be construed as conferring any right to use any trademark logo patent right or copyright of Walking With The Wounded.
(14) Your consent
By providing us with your personal information, including sensitive information, you consent to the collection and use of this information in accordance with the purposes described in this policy.
(15) Other websites
(16) Changes and Amendments
If your personal details change, please help up to keep your information up to date by contacting us at Dataofficer@wwtw.org.uk
This Privacy Statement may be reviewed when required and where appropriate. If we do so, the revised privacy statement will be available on our website. By continuing to use our website you will be deemed to have accepted such changes.
Walking With The Wounded
Stody Hall Barns
Norfolk NR24 2ED
Tel: 01263 863900
ABOUT THIS POLICY
This is the Complaints Policy of Walking With The Wounded (WWTW), whose registered office is at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED.
Walking With The Wounded views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
· To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint;
· To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint;
· To make sure everyone knows what to do if a complaint is received;
· To make sure all complaints are investigated fairly and in a timely way;
· To make sure that complaints are, wherever possible, resolved and that relationships are repaired;
· To gather information which helps us to improve what we do.
WHAT IS A COMPLAINT?
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WWTW's activities.
WHERE COMPLAINTS COME FROM
Complaints may come from any person or organisation who has a legitimate interest in Walking With The Wounded.
A complaint can be received verbally, by phone, by email or in writing.
This policy does not cover complaints from employees, who should use Walking With The Wounded’s disciplinary and grievance policies.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the Board of Trustees at WWTW.
CONTACT DETAILS FOR COMPLAINTS
Written complaints may be sent to WWTW at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED or by e-mail to the Operations Administration Manager at Complaints@wwtw.org.uk
Verbal complaints should be made by calling the Operations Administration Manager, on 01263 863903 or in person to the event leader should the complaint arise at a WWTW event.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
· Write down the facts of the complaint;
· Take the complainant's name, address and telephone number;
· Note down the relationship of the complainant to WWTW;
· Tell the complainant that we have a complaints procedure;
· Tell the complainant what will happen next and how long it will take; and
· Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
For further guidelines about handling verbal complaints, see the Appendix.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the CEO within one week.
On receiving the complaint, the CEO records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the CEO within one week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Trustees members of the Board.
The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Trustees may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
VARIATION OF THE COMPLAINTS PROCEDURE
The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the CEO should not also have the CEO as the person leading a Stage Two review.
MONITORING AND LEARNING FROM COMPLAINTS
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Version - V2 FINAL
Date Ratified - 01 February 2016
Implementation Date - 01 March 2016
2 years from implementation date – March 2018
PRACTICAL GUIDANCE FOR HANDLING VERBAL COMPLAINTS
· Remain calm and respectful throughout the conversation
· Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to "let off steam"
· Don't debate the facts in the first instance, especially if the person is angry
· Show an interest in what is being said
· Obtain details about the complaint before any personal details
· Ask for clarification wherever necessary
· Show that you have understood the complaint by reflecting back what you have noted down
· Acknowledge the person's feelings (even if you feel that they are being unreasonable) – you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g. "I understand that this situation is frustrating for you"
· If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
· Ask the person what they would like done to resolve the issue
· Be clear about what you can do, how long it will take and what it will involve.
· Don’t promise things you can’t deliver
· Give clear and valid reasons why requests cannot be met
· Make sure that the person understands what they have been told
· Wherever appropriate, inform the person about the available avenues of review or appeal
ABOUT THIS PROCEDURE
This is the Fundraising Complaints Procedure of Walking With The Wounded (WWTW), whose registered office is at Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED.
Walking With The Wounded values your feedback and takes your comments seriously. The Charity views all fundraising complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the fundraising complaint.
Our policy is:
· To provide a fair fundraising complaints procedure which is clear and easy to use for anyone wishing to make a fundraising complaint;
· To publicise the existence of our fundraising complaints procedure so that people know how to contact us to make a fundraising complaint;
· To make sure everyone knows what to do if a fundraising complaint is received;
· To make sure all fundraising complaints are investigated fairly and in a timely way;
· To make sure that fundraising complaints are, wherever possible, resolved and that relationships are repaired;
· To gather information which helps us to improve what we do;
· To ensure fundraising complaints are handled correctly, which is part of our Fundraising Promise to supporters.
WHAT IS A FUNDRAISING COMPLAINT?
A fundraising complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WWTW's fundraising activities.
WHERE FUNDRAISING COMPLAINTS COME FROM
Fundraising complaints may come from any person or organisation who has a legitimate interest in fundraising for Walking With The Wounded.
A fundraising complaint can be received verbally, by phone, by email or in writing.
All fundraising complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Fundraising complaints are retained for at least 24 months from the date on which the fundraising complaint is made, except where Data Protection law requires that the information be put beyond use earlier than this (for example, where, within this timeframe, you request that your information be destroyed).
Overall responsibility for this procedure and its implementation lies with the Board of Trustees at WWTW.
REGISTERING A FUNDRAISING COMPLAINT
To ensure any complaint that we receive is managed effectively and to ensure consistency of response, all fundraising complaints must be addressed to the Fundraising Administrator to initiate the complaints process.
If you wish to make a Fundraising complaint, please contact the Fundraising Administrator as follows:
Telephone: 01263 863902
Post: Walking With The Wounded, Stody Hall Barns, Stody, Melton Constable, Norfolk NR24 2ED
RESOLVING YOUR FUNDRAISING COMPLAINT
On receiving your fundraising complaint, the Fundraising Administrator will record it in the fundraising complaints log, and allocate a unique reference number. If your complaint has not already been resolved, they will delegate an appropriate person to investigate it and to take appropriate action.
In many cases, a fundraising complaint is best resolved, wherever possible, by the person responsible for the issue being complained about.
If your fundraising complaint relates to a specific person, they will be informed and given a fair opportunity to respond.
Whether or not your fundraising complaint has been resolved, your fundraising complaint information will be passed to the Director of Fundraising within 7 days.
You will receive an acknowledgement by the Director of Fundraising within 14 days. The acknowledgement will say who is dealing with your fundraising complaint and when you can expect a reply. A copy of this fundraising complaints procedure will be attached.
Ideally you will receive a definitive reply within 28 days of submitting your complaint. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent to you with an indication of when a full reply will be given.
Whether your fundraising complaint is justified or not, our reply to you will describe the action taken to investigate your fundraising complaint, the conclusions from the investigation, and any action taken as a result of your fundraising complaint.
If you feel that the problem has not been satisfactorily resolved, you can request that your fundraising complaint is reviewed by the Charity’s Chief Executive Officer.
Your request for a review by the Chief Executive Officer will be acknowledged within 7 days of receiving it. The acknowledgement will say who will deal with your fundraising complaint and when you can expect a reply.
The Chief Executive Officer may investigate your fundraising complaint themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the fundraising complaint and speaking with the person who dealt with the original fundraising complaint.
If your fundraising complaint relates to a specific person, they will be informed and given a further opportunity to respond.
The person who dealt with your original fundraising complaint will be kept informed of what is happening.
Ideally you should receive a definitive reply within 28 days of requesting a review by the Chief Executive Officer. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent to you with an indication of when a full reply will be given.
Whether your fundraising complaint is upheld or not, the reply will describe the action taken to investigate your fundraising complaint, the conclusions from the investigation, and any action taken as a result of your fundraising complaint.
The decision taken at this stage is final, unless the Chief Executive Officer decides it is appropriate to seek external assistance with resolution.
VARIATION OF THE FUNDRAISING COMPLAINTS PROCEDURE
The Board of Trustees may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the CEO should not also have the CEO as the person looking into the complaint.
MONITORING AND LEARNING FROM FUNDRAISING COMPLAINTS
Fundraising complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Walking With The Wounded is registered with the Fundraising Regulator (FR). If you feel that we have not satisfactorily resolved your complaint, you can contact the Fundraising Regulator via:
Version - V2 FINAL
Date Ratified - 20 March 2017
Implementation Date - 20 March 2017
Director of Fundraising
2 years from implementation date – March 2019
This promise outlines the commitment made to donors and the public by fundraising organisations which register with the Fundraising Regulator. Those who register with the regulator agree to ensure their fundraising is legal, open, honest and respectful.
The standards for fundraising are set out in the Code of Fundraising Practice.
WE WILL COMMIT TO HIGH STANDARDS
· We will adhere to the Fundraising Code of Practice.
· We will monitor fundraisers, volunteers and third parties working with us to raise funds, to ensure that they comply with the Code of Fundraising Practice and with this Promise.
· We will comply with the law as it applies to charities and fundraising.
· We will display the Fundraising Regulator badge on our fundraising material to show we are committed to good practice.
WE WILL BE CLEAR, HONEST & OPEN
· We will tell the truth and we will not exaggerate.
· We will do what we say we are going to do with donations we receive.
· We will be clear about who we are and what we do.
· We will give a clear explanation of how you can make a gift and change a regular donation.
· Where we ask a third party to fundraise on our behalf, we will make this relationship and the financial arrangement transparent.
· We will be able to explain our fundraising costs and show how they are in the best interests of our cause if challenged.
· We will ensure our complaints process is clear and easily accessible.
· We will provide clear and evidence based reasons for our decisions on complaints.
WE WILL BE RESPECTFUL
· We will respect your rights and privacy.
· We will not put undue pressure on you to make a gift. If you do not want to give or wish to cease giving, we will respect your decision.
· We will have a procedure for dealing with people in vulnerable circumstances and it will be available on request.
· Where the law requires, we will get your consent before we contact you to fundraise.
· If you tell us that you don’t want us to contact you 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.
WE WILL BE FAIR & REASONABLE
· We will treat donors and the public fairly, showing sensitivity and adapting our approach depending on your needs.
· We will take care not to use any images or words that intentionally cause distress or anxiety.
· We will take care not to cause nuisance or disruption to the public.
WE WILL BE ACCOUNTABLE & RESPONSIBLE
· We will manage our resources responsibly and consider the impact of our fundraising on our donors, supporters and the wider public.
· If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint. We will listen to feedback and respond appropriately to compliments and criticism we receive.
· We will have a complaints procedure, a copy of which will be available on our website or available on request.
· Our complaints procedure will let you know how to contact the Fundraising Regulator in the event that you feel our response is unsatisfactory.
· We will monitor and record the number of complaints we receive each year and share this data with the Fundraising Regulator on request.