Making sure you trust us – and have good reason to do so – is our top priority.

Together, we achieve so much.

At Motivation, our supporters mean a lot to us.

Because of this, we want to make sure you are completely happy with the way we store and protect your personal data, and the way we communicate with you. Making sure you trust us – and have good reason to do so – is a top priority.

Please read through our promises below and don’t hesitate to get in touch if you have any further questions.

  • We promise to protect your personal information at all times
  • We promise not to sell or swap your personal information
  • We promise only to contact you in ways you are happy with
  • We promise to be transparent in our work and accountable to our supporters

You can contact us at [email protected] or on 0117 9660 398. If you would like to find out about our complaints policy, please click here.

We will protect your information

Here at Motivation, your privacy is important to us.

We only collect personal information when you specifically provide it to us. This may happen when you get in touch with us, make a donation or sign up for our e-news. We do not buy data lists.

We are committed to keeping your personal information – and the ways that we use it – safe and secure. We use a variety of security technologies and procedures to help protect your personal information from unauthorised access, use or disclosure. We are constantly improving our systems and processes to make sure that your data is handled efficiently and safely.

For example, we store the personal information you give us in computer servers with limited access that are located in controlled facilities. Our website is hosted using industry-approved, secure operating systems. Firewalls and intrusion detection systems are in place to provide a quick response if an attack takes place.

We will not sell or swap your personal information

We promise we will never sell your personal information or swap it with other organisations.

However, we may share your personal information with third parties who are working with us and have guaranteed to keep it protected. For example, we may share your address with the third party printers who produce the newsletters that are sent out to you in the post.

We may search for publicly available information about you. We will use this information to focus future communications and fundraising asks.

We promise only to contact you in ways you are happy with

Our Motivation friends mean a lot to us and we love keeping in touch.

However, changes to the law mean we may no longer be able to contact you without your permission.

If you haven’t already, you may receive a form in the post asking you to indicate how you would like to be contacted in the future. If you would like to complete this form online, please click here.

This form will outline how often we would like to contact you by phone, post and email, and what our communications will be regarding.

If you would like to change the way you are contacted or opt out of communications altogether, you can do so at any time by getting in touch. You can contact us at [email protected] or on 0117 9660 398.

Please note, we may use your postal address where we believe we have legitimate interest to do so.

We believe that supporters who have a regular gift set up to Motivation and those who have given a one-off donation within 24 months have a legitimate interest in hearing from us. Therefore, we do not need express permission to contact them through the post. However, we will only do this if we have not received a specific opt-out of postal communication.

If you are a regular supporter of Motivation or make one-off donations frequently and do not wish to hear from us via post, please let us know and we will make changes to your record immediately.

We promise to be transparent and accountable

Motivation is committed to being transparent in our work and accountable to our supporters.

The information we publish and how we respond to Requests for Information are important aspects of accountability. We are currently publishing data compliant to the transparency standards of the International Aid Transparency Initiative (IATI) for our past DFID-funded programme in Uganda. IATI aims to make information about aid spending easier to access, use and understand. This also reflects the commitment to transparency outlined in our Open Information Policy.

Motivation is registered with the Fundraising Regulator – the independent regulator of charitable fundraising in the UK – and adheres to the Fundraising Promise. To find out more about this legislation, click here.

Changes to this privacy policy

We may amend this policy from time to time.

We will state clearly on our website any substantial changes to the way in which we use your personal information.

Our complaints policy

At Motivation, we value each and every supporter.

We care about how you feel and want to make sure you are happy with the way we operate. We welcome your feedback and regard it as an opportunity to learn and improve.

If you have any comments about our fundraising practices that you wish to share with us, please get in touch. We will aim to resolve it as quickly and efficiently as possible, in a fair and confidential manner.

Please read through the policy below and don’t hesitate to get in touch if you have any further questions or queries. You can contact us at [email protected] or on 0117 9660 398.

How to Complain

Step 1

Tell us

You may send your complaint to us in any of the following ways:

Phone: 0117 9660 398

Email: [email protected] 

Post: Fundraising Team, Motivation, Unit 2, Sheene Road, Bedminster, Bristol BS3 4EG

Our aim is to ensure that every complaint is acknowledged within five working days.

Step 2

We will respond to your complaint

Your complaint will be fully investigated by a member of our Fundraising & Communications Team.

The outcome of our investigation will be provided within 10 working days starting from the date when the complaint was received. If it is not possible to give a full response within the timescale, we will contact you to provide an explanation and indication of when a full response can be provided.

Step 3

If you’re not happy with our response

If you are not satisfied with our response, please let us know so your complaint can be escalated and looked into by the Head of Fundraising and/or CEO.

An acknowledgement that you are not satisfied will be sent to you in writing within 5 working days. This will be sent by the staff member responsible for reviewing your complaint. An expected timescale for the review will be outlined in your letter. (The review will be completed within 25 working days of receiving your response. If an extension is necessary we will inform you of the reason and provide you with an update.)

You will then receive another letter when the review is complete, clearly stating the outcome and the rationale for the decision.

If the CEO has been involved, she will determine whether or not a member of Motivation’s Board of Trustees should be notified of the complaint.

Step 4

Taking your complaint outside of Motivation

In the event that you remain dissatisfied with the response you have received, you are entitled to take your complaint to the Fundraising Regulator - the independent regulator of charitable fundraising. They will help resolve your complaint.

A complaint to the Fundraising Regulator can be made using their online complaints form or in writing to Fundraising Regulator 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH.

If you need advice, or are unable to complain in writing for any reason, you can contact the Fundraising Regulator by phone on 0300 999 3407.

If your complaint is related to another area of our work besides fundraising, you can contact The Charity Commission at the address below or by visiting their website.

The Charity Commission
PO Box 1227
L69 3UG

If you would like a copy of Our promise to you or our complaints policy in writing, or have any further questions, please do not hesitate to get in touch. You can contact us at [email protected] or on 0117 9660 398.

 Photo © Matt Grayson