Thanks to people like you we’re able to fund world-leading research into brain tumours as well as support every single person and their families living with a diagnosis.
How we use the phone to speak with you
We call supporters who have given us permission to do so and who have provided their telephone number. However, there are times when we think you might have a legitimate interest in hearing from us when we might try and call you as well. We will always ask permission to speak with you, be up-front about why we are calling and you can choose to end the call at any time.
Calling you gives us the opportunity to listen to you. It’s a vital part of our communications. It means we can update you about the people you’ve helped us support and how you can help us reach our goals of doubling survival and halving the harm caused by brain tumours.
Who we work with and why
If you receive a fundraising call from The Brain Tumour Charity, you’ll likely be speaking to a fundraiser who works for our telephone fundraising partner agency Ethicall. As we’re unable to make these calls ourselves we have to employ a professional telephone fundraising agency to do this on our behalf. Please rest assured that we went through a thorough process to find the right partner. They will make it clear on the phone when they are calling from our partner agency, Ethicall.
The staff at our agency are highly trained and have permanent contracts and salaries, with no bonus schemes. They employ passionate and professional fundraisers who are committed to supporting charities and all of the money raised on the phone goes to The Brain Tumour Charity.
We feel it’s important to work in partnership with our agencies so they can really get to know our supporters and speak to you in the right way.
Do we record calls?
Every call our partner agency makes is recorded, which enables us to monitor these calls and listen to any concerns you might raise. We provide callers with on-going feedback and support to ensure you have the best possible experience as a supporter. If you ever have feedback we can retrieve those recordings to listen to the call. Please email any feedback to our Central Operations Team at email@example.com or call us at 01252 237792.
Please be aware that we only store call recordings for two weeks.
Which numbers may have called?
The telephone number we call from is 01173254768.
When you miss a call from The Brain Tumour Charity, we want you to know that we tried to call you. That’s why if you call back the number we use you’ll hear an automated message telling you who called.
What can I do to stop receiving calls?
We respect your wishes and will cease any form of communication upon request. If you’d rather not hear from The Brain Tumour Charity by phone please call our Central Operations Team on 01252 237792 or email firstname.lastname@example.org. Please remember to include the telephone number that we’ve tried to contact you on.
Alternatively, if you do receive a call from the number above, just let the caller know that you don’t want to hear from The Brain Tumour Charity by phone again in the future.
During what times could I be called?
Our agency calls between 10am to 9pm Monday to Friday.
How do you keep my details safe?
The protection of your data is of the highest importance to both The Brain Tumour Charity and our agency. We only use secure and encrypted methods of transfer and the agency does not store your data longer than the campaign on which you’ve been called. Everything is protected by legally binding contracts and data protocol agreements.
How much do you pay telephone fundraising agencies?
We selected a few agencies to test against each other to find the right fit for The Brain Tumour Charity. We chose our partner Ethicall because they offer the best value for money, high quality calls and are focused on providing an inspiring experience for our supporters.
We only pay our agency for completed calls. That means they need to speak to the named supporter and record an outcome. These costs will always be disclosed to you during the call. If these costs are not mentioned to you please contact our Central Operations Team to let us know at email@example.com or by calling 01252 237792. We are open and honest about all our fundraising.
How do you train fundraisers to make your calls?
Every fundraiser that calls on behalf of The Brain Tumour Charity will be briefed and trained by a Charity employee. Our agency also offers on-going training and support and we hold regular debriefs with fundraisers too.