Our vulnerable circumstances policy

At Ripple Effect, we are deeply committed to providing exceptional standards of supporter care whilst safeguarding the privacy, dignity and well-being of all individuals who engage with our charity, particularly those who may find themselves in vulnerable circumstances. We prioritise a flexible, person-centred approach to identifying and meeting each individual’s needs.

Occasionally, some supporters may require extra assistance. If we believe someone may be in vulnerable circumstances that could affect their ability to make informed decisions about supporting us, we strive to provide the necessary support.

Our approach is guided by the Code of Fundraising Practice maintained by the Fundraising Regulator, emphasising the importance of treating donors fairly and avoiding exploitation of vulnerable circumstances.

Examples of circumstances that might impact a supporter's decision-making capacity include:

• Physical or mental medical conditions
• Disabilities
• Learning difficulties
• Times of stress or anxiety
• Financial vulnerability
• Language barriers
• Influence of substances
• Living arrangements

We recognise the potential impact these circumstances may have on a supporter’s ability to make informed decisions or engage with us effectively.

We won’t always know if someone is facing a vulnerable circumstance so we may need to make a decision based on their behaviour. Some indicators of a lack of decision-making capacity include:

• Difficulty hearing and/or understanding information
• Displays of ill-health or distress
• Statements indicating reliance on others for decision-making
• Expressions of feeling unwell or stressed - Indicating in any way that they are feeling rushed, flustered, or experiencing a stressful situation
• Having trouble recalling relevant information

If a Ripple Effect staff member feels that a supporter may be in a vulnerable circumstance, we will respond in the way that most suits that supporter and their situation. Our priority is to help supporters understand their decisions. We may:

• Communicate clearly and patiently
• Confirm the intention and ability to make a donation
• Offer time for reflection or seek advice from trusted individuals
• Repeat information as needed
• Check understanding periodically
• Offer alternative methods of communication
• Provide additional support if necessary
• Suggest alternative ways to support our work without causing financial hardship
• Update our records clearly without adding sensitive information

If the Ripple Effect staff member remains concerned that the supporter may not be able to make an informed decision about their support, they will:

• Bring the interaction politely to a close
• Will NOT take the donation
• Report the concern and the reasons behind it to their line manager, who will determine the appropriate course of action regarding future engagement with the supporter.
• If we receive information following a donation that raises concerns about the supporter's ability to make an informed decision, we will evaluate whether returning the donation is appropriate.

We recognise that supporting a charity can be positive. However, we may restrict financial asks if we feel it is appropriate to do so. We will, of course, respect supporters' requests for no further contact.

If you believe you are in a vulnerable circumstance, it is entirely up to you whether or not to disclose this information to us. However, if you choose to discuss your circumstances, we will work with you to ensure we engage with you appropriately. We will agree with you on what information you would like us to record and securely hold this information.

We understand the importance of confidentiality and data protection. When recording information about vulnerable circumstances or interactions on our database, we ensure that sensitive personal information is not shared or stored without permission. We comply with all applicable data protection laws to safeguard your privacy and security. Read our privacy policy here.

In situations where a third-party contacts us on your behalf, we take great care to ensure that they are authorised to act on your behalf. We may request evidence of their entitlement, such as written authority or power of attorney, to safeguard your interests and privacy. If necessary, we will inform you directly in writing of any actions taken by a third party on your behalf.

When engaging with individuals under the age of 18, we prioritise their well-being and safety. Therefore, we will always seek parental, guardian, or teacher consent before accepting any donation or engaging in further interactions. We follow stringent safeguarding policies and procedures to ensure the protection of children in all our activities.

At Ripple Effect, we value your feedback and take complaints seriously. If you feel that we have not treated you fairly or in line with our policy, we encourage you to raise your concerns through our formal complaints procedure. We are committed to addressing and resolving any issues promptly and to your satisfaction. Your complaints will be handled with the utmost confidentiality and sensitivity.

By adhering to this policy, we demonstrate our commitment to providing a safe, respectful, and supportive environment for all our supporters. We continuously strive to improve our practices and maintain the highest standards of care.

If you have any questions or require further information about our approach to supporting people in vulnerable circumstances, please don't hesitate to contact our Supporter Care team on 01225 874222 (Monday-Friday, 9am-5pm) or email supporter@rippleeffect.org. Your well-being is our priority. 

This policy is effective immediately and is reviewed regularly to ensure its ongoing relevance and compliance with best practices.