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Terms and conditions

We hope you enjoy using the Royal Air Force Benevolent Fund website, whether you want to find out how we help members of the RAF Family or want to know how you can get involved with us.

Use of the website is subject to the following terms and conditions.

 

General

Your use of this site constitutes acceptance of these terms and conditions as at the date of your first use of the site. The Royal Air Force Benevolent Fund reserves the right to change these terms and conditions at any time by posting changes online. Your continued use of this site after changes are posted constitutes your acceptance of this agreement as modified

You agree to use this site only for lawful purposes and in a manner which does not infringe the rights or restrict, or inhibit the use and enjoyment of the site by any third party.

This site and the information, names, images, pictures, logos regarding or relating to the Royal Air Force Benevolent Fund are provided "as is" without any representation or endorsement made and without warranty of any kind whether express or implied. In no event will the Royal Air Force Benevolent Fund be liable for any damages including, without limitation, indirect or consequential damages, or any damages or loss of profits whatsoever arising from the use or in connection with such use or loss of use of the site, whether in contract or in negligence.

The Royal Air Force Benevolent Fund does not warrant that the functions contained in the material contained in this site will be uninterrupted or error free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or bugs, nor do we guarantee the full functionality, accuracy and reliability of the materials.

Trademarks

The Royal Air Force Benevolent Fund name and logo, and 'Airplay' are trademarks of the Royal Air Force Benevolent Fund. The names, images and logos identifying the Royal Air Force Benevolent Fund or third parties and their products and services are the proprietary marks of the Royal Air Force Benevolent Fund and/or third parties as appropriate. Nothing contained in these terms and conditions or on the Royal Air Force Benevolent Fund website may be construed as conferring any licence or right under any trademark or patent of the Royal Air Force Benevolent Fund or any third party.

Copyright restrictions

Commercial use or publication of all or any material displayed is strictly prohibited without prior written authorisation from the Royal Air Force Benevolent Fund. Nothing contained herein shall be construed as conferring any licence by the Royal Air Force Benevolent Fund to use any material displayed.

Documents on this site may be copied for personal, non-commercial use only on the condition that copyright and source indications are also copied, no modifications are made and the document is copied entirely. However, some documents and photos have been published on this site with the permission of the relevant copyright owners (who are not the Royal Air Force Benevolent Fund). All rights are reserved on these documents and permission to copy them must be requested from the copyright owners.

The Royal Air Force Benevolent Fund takes no responsibility for the content of external internet sites. The existence of a link from any organisation's site to the Royal Air Force Benevolent site does not imply that the Royal Air Force Benevolent Fund endorses the activities or views of that organisation.

Any communication or material that you transmit to, or post on, any public area of the site including any data, questions, comments, suggestions or the like is, and will be treated as, non-confidential and non-proprietary information.

If you wish to make any use of material on this site, please send your request to mail@rafbf.org.uk.

Donation refund policy

If you have made a donation in error, please call us on 020 7580 8343 (Monday to Friday, 9am to 5pm). We will happily refund your donation.

Privacy and Cookies

Read our privacy statement and our policy on cookies.

Linking policy

The Website contains links to websites operated by parties other than the Royal Air Force Benevolent Fund. Such links are provided for our users’ convenience only. The Royal Air Force Benevolent Fund does not control such websites, and is not responsible for their content. The Royal Air Force Benevolent Fund's inclusion of links to such websites does not imply any endorsement of the material on such websites or any association with their operators. Users are solely responsible for evaluating the accuracy and completeness of any information contained on the third party websites, and also the value and integrity of any goods and services offered by such websites.

You may link to our web pages, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

We reserve the right to withdraw linking permission without notice.

Complaints policy

The Royal Air Force Benevolent Fund 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 in order to build and maintain effective relationships with our beneficiaries, supporters and other stakeholders.

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 policy and procedure so that people know how to contact us to make a complaint;
  • to make sure everyone at the Royal Air Force Benevolent Fund 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; and
  • to gather information which helps us to improve what we do.

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the Fund.

Where complaints come from

Complaints may come from potential beneficiaries, established beneficiaries, potential supporters, existing supporters, contractors, neighbours or indeed any person or organisation who has a legitimate interest in the Royal Air Force Benevolent Fund. A complaint can be received verbally, by phone, by email or in writing.

This policy does not cover complaints from staff, who should use the Royal Air Force Fund's Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Senior Management Team (Controller and Directors), with each director responsible their own respective department. Should the complaint be escalated it will go to the Controller.

Fundraising

We aim to set the highest standards for our fundraising activity. However, there may be times when our fundraising falls short of these and when this happens we would like to know so we can address these as quickly as possible to put things right and make necessary improvements. We take any complaint very seriously and promise to look into these thoroughly.

The RAF Benevolent Fund is a member of the Fundraising Standards Boards/Fundraising Regulator and our fundraising team are committed to following the Fundraising Code of Practice.

If you have feedback on any of our fundraising activity, we would encourage you to send your comments and details of the activity to us within 14 days. It would help if you are able to send any materials to support your complaint.

Contact details for complaints

Written complaints may be sent to the Director of Strategy and Fundraising, Royal Air Force Benevolent Fund at 67 Portland Place, London W1B 1AR or by email to:

Please remember to include your contact details.

Verbal complaints may be made by phone to 020 7580 8343, Monday to Friday 9am to 5pm.

What can you expect?

We welcome feedback on what we do well and what has not gone so well. We will investigate your complaint internally in consultation with the colleagues responsible for the activity. If a third party supplier is involved we will speak to them to gather any information to understand more fully the situation.

If you provide us with your contact details, we will acknowledge receipt and will endeavour to reply within 15 working days to let you know the outcome of our investigation.

For complaints related to fundraising, if after 30 days you have not received a response or it does not satisfy you, please contact the Fundraising Regulator within two months of the date of complaint at:

Fundraising Regulator
1st Floor
10 St Bride Street
London EC4A 4AD

Telephone 0300 999 3404 or email: enquiries@fundraisingregulator.org.uk.

The Fundraising Regulator is an independent body that enforces the Fundraising Code of Practice and aims to resolve and adjudicate when there are issues between members of the public and charities.

If your complaint relates to the fundraising or work of another charity we will contact you and let you know who you should contact.

Governing law

These terms and conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the Courts of England and Wales.

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