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Vulnerable Supporter Policy

Why this policy matters 

At Church Army, we want to ensure that we treat all our supporters (both new and existing) fairly, and that everyone’s experience of Church Army is a positive one. This policy exists because we are committed to treating supporters who may lack capacity, or who find themselves in vulnerable circumstances, with fairness and care. 

The Fundraising Code of Practice states: 

“You must consider the needs of existing or potential donors who may be in vulnerable circumstances or need extra care and support to make an informed decision. This includes: 

  • not accepting a donation if you know, or have reason to believe, that a person cannot make an informed decision to donate; and 
  • returning a donation if you discover that the donor could not make an informed decision.” 

This policy has been informed by the Chartered Institute of Fundraising’s guidance on treating donors fairly. 

Who needs to follow this policy? 

This policy applies to all staff, volunteers, trustees, and anyone acting on behalf of Church Army. 

What we mean by vulnerability 

We recognise that someone may lack the ability to understand what it means to donate to Church Army, or the consequences of donating. This may be due to: 

  • Lacking the mental capacity to make the decision, or 
  • Being in vulnerable circumstances at a particular time in life that affects their ability to make the decision. 

Examples include (but are not limited to): 

  • Physical or mental medical conditions 
  • Disability 
  • Times of stress or anxiety (e.g., bereavement, redundancy) 
  • Financial vulnerability (where a donation may affect their ability to care for themselves or cause financial hardship) 
  • Limited ability to communicate effectively 
  • Influence of alcohol or drugs 

It is important to note that an individual in vulnerable circumstances may still have the capacity to choose to donate. 

Vulnerability may be declared, or we may need to be mindful of signs. Possible signs include (but are not limited to): 

  • Difficulty understanding information, asking for it to be repeated several times 
  • Struggling to respond to simple questions 
  • A third party contacting us to cancel a Direct Debit 
  • Indicating that they feel rushed or flustered 
  • Appearing confused and asking which charity they are speaking to 

Our approach in practice 

If, during an interaction, there are signs of vulnerability, we will provide additional support, which may include: 

  • Using simple and clear language 
  • Repeating information where needed 
  • Considering alternative ways of communicating 
  • Asking if they would like to speak with someone else before making a decision 
  • Checking their understanding throughout the conversation 
  • Sending information for them to review in their own time before deciding 

If it is suspected that an individual does not have the ability to make an informed decision about donating, or is not aware of the consequences, we will: 

  • End the conversation politely, sensitively, and with care 
  • Avoid making any request for a donation 
  • Not accept a donation from the individual 

If we become aware, after a donation, that the individual unable to make an informed decision, we will refund the donation promptly. If a power of attorney contacts us to inform us of this, we will also return the gift, provided they have the legal authority to make financial decisions on the individual’s behalf. 

Where it is difficult to decide on someone’s vulnerability, we will err on the side of caution. If a fundraiser is unsure, they should refer to their manager or another senior colleague before accepting a donation. 

Church Army will not make decisions on vulnerability based on disability, gender, age, race, or any other protected characteristic. 

How we will protect our supporters  

We are committed to supporting those who deem themselves to be vulnerable, and we will: 

  • Allow supporters, or those acting on their behalf, to declare vulnerabilities by calling our supporter line (0300 131 9200) or emailing us (supportercare@churcharmy.org) 
  • Keep supporter records updated with any vulnerabilities we are aware of, so all fundraisers are informed before interactions 
  • Not contact a supporter about making or increasing a donation if we are aware of vulnerabilities that affect decision-making capacity 
  • Ensure all fundraisers regularly review the Chartered Institute of Fundraising’s Treating Donors Fairly guidance and comply with the Fundraising Code of Practice 
  • Regularly train our fundraising on spotting vulnerabilities and how to act accordingly