Our promise to you - our lovely supporters

At Demelza, we are extremely lucky and grateful to have so many passionate, committed and generous supporters. As a charity, we rely almost entirely on the generosity of our supporters. We wouldn’t exist without our volunteers, fundraisers and donations from events, our charity shops, community initiatives and those playing the Demelza Lottery, to make our work possible.

We want to make sure that as part of our wonderful community of supporters you have a great experience, and it’s important to us that you are happy and communicated with in the way that’s right for you.


So, we promise that:

We will keep your personal details safe and we’ll never share or sell your details to any other organisations.

We will communicate appropriately and sensitively, and are especially careful when engaging with vulnerable people.

For every £1 you give, 82p will be spent directly on delivering extraordinary care to extraordinary children who are facing serious or life-limiting conditions, throughout Kent, South East London and East Sussex.

If you have questions about our fundraising activities and costs, we will answer them openly and truthfully. Take a look at our annual reports, or get in touch with us and we’ll help you find the information you need.

We will keep you up to date with inspiring and relevant news from our care team and the families you are helping.

We will tell the truth and won’t exaggerate, and we’ll do what we say we’re going to do.

You will always be able to let us know how you would like to be communicated with or if you would prefer not to be contacted.

Our database is constantly updated to ensure we have correct contact details for you, and we’ll make sure we know exactly how you’d like to be communicated with.

We adopt best fundraising practice by regulatory bodies, and will continue to do so as these are updated.

Our Fundraising Team are always happy to help. You can contact them on 0300 365 3653.

Thank you so much.


If you are unhappy with anything we’ve done whilst fundraising, you can contact us to make a complaint by emailing complaints@demelza.org.uk, writing to Complaints, Demelza Hospice for Children, Rook Lane, Bobbing, Kent, ME9 8DZ or telephone 01795 845200.

We have a fundraising complaints procedure, a copy of which is available on request. If we cannot resolve your complaint, we accept the authority of the Fundraising Regulator to make a final adjudication.