Our Policies
This section contains our ethical policy, complaints policy and confidentiality statement. If you need any more information about to these policies, please contact us.
Commitment to address ethical issues
We actively seek opportunities to work together with external organisations to achieve shared objectives. However, it is vital that we maintain our independence and do not allow external partnerships to bring the name of Young Lives vs Cancer into disrepute.
Young Lives vs Cancer therefore seeks, so far as is practical and within the constraints of UK law:
- Initiatives that do not compromise the independent status of Young Lives vs Cancer
- To ensure that the activities of organisations we work with are consistent with our organisational values,
This policy has been devised to ensure clarity and openness to all our stakeholders. It is designed to address sponsorship, “cause” related marketing and purchasing. We welcome comments, criticism and suggestions as to how these goals can be met.
Avoidance Criteria
Partnerships with companies involved with any of the following activities will be avoided:
- Tobacco manufacture
- Nuclear weapons systems manufacture
- Companies generating revenue from the sale of pornography
Cause Related Marketing, Affinity Marketing and Product Endorsement
- Young Lives vs Cancer does not endorse or approve products or companies. A statement to this effect will be included alongside any branding or promotion associated with products
- Young Lives vs Cancer will not promote any products knowingly linked to childhood cancer unless published research is proven to have benefits.
- Only Young Lives vs Cancer will have direct access to our database
- In order to ensure that all of our cause-related, promotion reflects our charities values any endorsement of products must come to the senior management meeting for approval.
Transparency
A full list of corporate sponsors giving over £10,000 will be maintained on our website. Young Lives vs Cancer will communicate its commitment to this policy to the organisation’s stakeholders.
At Young Lives vs Cancer, we are committed to providing high quality, professional standards to all those who use our services and to people who support us in any way. We are also committed to an ethos of continuous improvement and view any feedback received as an opportunity to improve our practices and services.
To enable this, Young Lives vs Cancer commits to ensuring that:
- People who use our services, those who support us, and the wider public know how to provide us with feedback and or make a complaint and can do so easily
- Those making a complaint know that it will be dealt with sensitively, honestly and fairly
- Complaints are dealt with in a timely and efficient manner
- The learnings from comments, compliments and complaints are reviewed regularly to inform service and process improvements
What is a comment, compliment and complaint?
A comment is an expression of opinion, feedback or observation regarding a particular topic, situation, or content.
A compliment is any positive feedback about the standard of service, actions taken by Young Lives vs Cancer, our staff and our volunteers.
Whereas a complaint is any expression of dissatisfaction or concern about the standard of service, actions or lack of action taken by Young Lives vs Cancer, our staff and our volunteers.
How do I provide my feedback?
There are several ways:
Telephone: 0300 330 0803
9am-5pm Monday to Friday
Email: supporter.services@younglivesvscancer.org.uk
Post:
Central Supporter Engagement Team
Young Lives vs Cancer
Whitefriars
Lewins Mead
Bristol
BS1 2NT
If you have concerns around the welfare of a child or adult who is at immediate risk, please dial 999 straight away.
Complaints raised through social media will be directed to this policy. Any complaints that have not been submitted in accordance with the above will not be considered.
Who can share a comment or compliment?
Comments and compliments can be shared by anyone. We want to hear your positive experiences, suggestions, or compliments. Your comments and words of encouragement motivate us to continually improve and provide the best possible service. While we may not be able to respond individually to each comment or compliment, please be assured that we review them regularly, and your input is highly valuable to us.
Who can make a complaint?
A complaint may be made by:
- any person who receives or has received our services or has come into contact with us as part of our other charitable activities; or
- any person who is affected, or likely to be affected by any action, omission or decision of the charity.
A complaint may be made on behalf of a person mentioned above who:
- has died
- is a child (under 18) provided that the Charity is satisfied:
- there are reasonable grounds for a complaint to be made on their behalf (rather than by the child themselves); and
- the representative is making the complaint in the best interests of the child
- Has physical or mental incapacity (within the meaning of the Mental Capacity Act 2005) provided that the Charity is satisfied the representative is making the complaint in the best interests of that person
- Has given written consent to a third party acting on their behalf
What information should I include in my complaint?
We want to make sure that we investigate your complaint thoroughly and give you a timely response, so it would be helpful if you could provide us with as much information as possible when contacting us, including:
- The reason for your complaint
- Where and when happened
- The name(s) of anyone involved (if known)
- The outcome you are hoping for
- Your contact details (name, address, daytime telephone number and / or email)
What will be done with my complaint?
If we are unable to resolve it there and then, we will acknowledge your complaint within 3 working days. We will then aim to provide you with a full response within 15 working days. Some more complex issues may need further investigation, and this might mean that achieving the 15 working days may not be possible. If this is the case, we will let you know and will keep you informed of our progress.
Any complaint which involves potential fraud, data protection, health and safety, safeguarding or whistleblowing issue will be progressed in line with our internal policies which govern these areas. We will tell you when we acknowledge your complaint if this will affect the timescales referred to above.
Our response to a complaint will include:
- An explanation of how the complaint has been considered
- A summary of the information we have used to investigate your complaint
- A meaningful apology where it is due
- A conclusion which sets out how a decision has been reached and what steps we will put in place to put things right, where appropriate.
- Details of next steps you can contact if you are not satisfied with our response
What can I do if I’m not happy with the response I get?
We take complaints seriously and always aim to resolve them properly and in full.
If you are dissatisfied with the response provided, let us know. Outline the reasons for your dissatisfaction and suggest possible solutions to rectify the situation. Your concerns will be assessed on an individual basis by someone who has not previously been involved in your complaint; this will usually be someone in a more senior role than the person who originally responded to your complaint.
External Regulators
We are regulated by external regulators including the Charity Commission for England and Wales CCEW, the Scottish Charity Regulator (OSCR), the Fundraising Regulator, the Information Commissioners Office and the social work regulators in each of the four nations of the UK.
Once our complaints process has concluded, if you still do not feel that the complaint has been resolved to your satisfaction, you may be able to refer your complaint to one or more of these regulators: Young Lives vs Cancer is registered with the Fundraising Regulator, who regulate how the charity sector raises funds.
Fundraising Regulator
Tel: 0300 999 3407
Website: www.fundraisingregulator.org.uk
Address: Fundraising Regulator, Eagle House, 167 City Road, London EC1V 1AW
If you have a serious concern about how we operate as a charity you may be able to refer your complaint to the Charity Commission.
Charity Commission for England & Wales (CCEW)
Tel: 0300 066 9197
Website: www.charitycommission.gov.uk
Address: Charity Commission, PO Box 211, Bootle L20 7YX
Charity Commission for Northern Ireland (CCNI)
The current legislative framework does not allow us to register with the CCNI but you may contact them at:
Tel: 028 3832 0220
Website: www.charitycommissionni.org.uk
Address: Charity Commission for Northern Ireland, Marlborough House, Central Way, Craigavon BT64 1AD
Office of the Scottish Charity Regulator (OSCR)
Tel: 01382 220314
Website: www.oscr.org.uk
Address: The Scottish Charity Regulator, 2nd Floor Quadrant House, 9 Riverside Drive, Dundee, DD1 4NY
If your concerns relate to an individual social worker, the relevant social work regulator may be able to investigate further. More information is available on each of the following websites.
Social Work Regulator
Social Workers Practicing in England Website: www.socialworkengland.org.uk
Social Workers Practicing in Wales Website: www.socialcare.wales
Social Workers Practicing in Northern Ireland Website: www.niscc.info
Social Workers Practicing in Scotland Website: www.socialworkscotland.org
The Information Commissioner’s Office will investigate complaints about your data or information we hold about you.
Information Commissioner’s Office (ICO)
Tel: 0303 123 1113
Website: www.ico.gov.uk
Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
If your concern relates to an advertising campaign you feel is offensive, deceptive or inaccurate, or the number of emails or mail you get from us you may be able to refer your complaint to the Advertising Standards Authority.
Advertising Standards Authority
Tel: 0207 492 2222
Website: www.asa.org.uk
Address: Castle House, 37-45 Paul Street, London, EC2A 4LS
Persistent and/or unreasonable contact
Our priority is to ensure the fair resolution of complaints while maintaining a respectful and conducive environment for all parties involved. If we encounter behaviour that is not respectful, including continuous, unproductive communications, refusal to accept reasonable responses or outcomes, or the ongoing use of aggressive or disrespectful language, we will limit our communication and take any other reasonable and appropriate actions based on the circumstances.
Young Lives vs Cancer has a commitment to protect the personal information provided to us by the people we support, and the people who support us. Our Confidentiality Policy below outlines how we handle this information, and the measures we take to protect it.
Confidentiality Policy
- Young Lives vs Cancer respects your privacy and values the trust you place in us when giving personal information. Young Lives vs Cancer fully complies with all provisions of the Data Protection Act (DPA) 1998
- In compliance with the provisions and principles of the DPA, Young Lives vs Cancer will not pass on information to a third party without your consent, or except where there is a legal requirement to do so.
- Information you give Young Lives vs Cancer will only be used for the purpose of providing you with the services you require and to monitor our performance.
- We have strict security measures to protect personal data and information will only be shared within the organisation on a ‘need to know’ basis to deliver and monitor services to you.
- All records (electronic and paper) will be stored securely.
- All Young Lives vs Cancer records, other than Local Authority files, remain the property of Young Lives vs Cancer. Local Authority files are not the property of Young Lives vs Cancer and are subject to Local Authority procedures.
- Under the Data Protection Act 1998, applications can be made to the DP Co-Coordinator at Young Lives vs Cancer, to gain access to all such personal Young Lives vs Cancer records.
- Under the Access to Health Records Act 1990, for Local Authority subject access, any release of clinical details has to be authorised by the responsible healthcare professional. This may be withheld where it’s believed that the release of information to the subject may result in damage to the physical or mental health of the data subject, or where a third party might be identified by such release.
- All Young Lives vs Cancer employees and specifically those with access to data are contractually obliged to maintain confidentiality of personal and sensitive data.
Safeguarding isn’t just about preventing abuse or neglect; it’s about putting the voices, safety and wellbeing of children and young people first. That means balancing risks with opportunities so that children and young people with cancer can thrive, not just survive.
This policy details the measures in place to ensure that our lottery activities are conducted in line with the regulatory framework set out by the Gambling Act 2005.
Please read our social media house rules for anyone engaging with our community on social media.