Thank you for your feedback
I have read your views regarding the Society's donation thanking process and although I am glad that you have taken the time to let us know your thoughts, I am sad that we have not provided the level of service you expected.
Helen,
I have looked into why your father was not thanked following your original letter and I can only apologise that this was not done straight away. A letter has now been sent (Friday).
With regard to standar letters, the Supporter Care team are involved in a scheme with other leading charity's where letters and response rates are tested to ensure that a good level of service is provided.
Our letters are in fact personalised both in address and content. For example; for in-memoriam letters we express (where possible) either the relationship of the deceased or name and offer our condolences.
The rest of the letter then goes on to give facts about dementia and detail how your donation might be used, and finally closing once again offering further condolences.
The Supporter Care team are a very small team within the organisation as we try to spend as little as possible on administration costs. I'm afraid it isn't possible for us to write personal letters to each individual donor, as much as we would like to.
The Society's main operating principle is to ensure that People with Dementia are always at the Centre of everything we do and this I think is the core reason why many people choose to support us.
We do have a process for recording donor's thoughts and comments. These are recorded and quarterly passed to our Fundraising management team for review.
I would urge anyone who feels let down by our admin process to contact me. I would be happy to listen to or discuss any ideas with you on how we could improve our service.
With regard to having a list of donors stated on the acknoweldgment letter, this is something we used to do, however, as it is impossible for us to know when all donations are recieved we no longer do this automatically. This is available upon request at any time by the next of kin. I will look into this being stated in the in-memoriam letter, so thank you for bringing this to our attention.
Please note that all donors are thanked for their own personal contribution where possible.
Mel, I can only apologise regarding your post about not being thanked at all. I am very sorry to hear this, unfortunately branch thank you's are dealt with directly by the branch in question. If you would like me to follow this up for you, please e-mail me:
wwatt@alzheimers.org.uk and I will see if I can get any info for you.
Once again thank you all for your comments. Its really good for me to hear your opinions and take ideas from you on how we can make our processes better.
I would be happy to discuss this or any other issue you might have either on this forum or directly to me via e-mail:
wwatt@alzheimers.org.uk or by calling the Supporter Care line: 0845 306 0898
Warmest Regards
William Watt